臺灣博碩士論文加值系統

近年來，服務業產值於2008年占國內生產毛額(GDP)比重達71.4%，成為台灣經濟成長的主要動力，就業人數占總就業人數更達60%，其重要性可見一斑。服務業核心價值為服務品質，服務品質主要係由員工與消費者之間的服務接觸互動所產生。因此，員工的工作表現顯得特別重要。2008年底金融海嘯，多家企業紛紛以無薪假、裁員等企業瘦身方法來因應，造成員工對於未來的不安全感，進而影響其工作表現，而員工表現攸關企業的競爭力。因此，企業如何提高員工的組織承諾、增加員工對組織的認同感儼然成為當今管理者重要的課題。
本研究之主要目的，期望藉由探討企業社會責任、倫理氣候、員工表現與服務品質之間的關係與其影響，強化企業實施企業社會責任的動機，以留住人才與提昇競爭力。本研究採用問卷調查法，研究對象為高屏地區之中華電信員工與消費者，問卷回收各200份，總計400份問卷。正式問卷回收後分別以描述性統計、專家效度、信度分析、Pearson積差相關與層級迴歸等方法進行統計分析。實證結果如下：
一、員工對於中華電信企業社會責任的感受程度高於消費者。
二、企業社會責任與員工表現，具顯著正相關。
三、倫理氣候與員工表現，具顯著正相關。
四、企業社會責任對員工表現有顯著預測能力。
五、倫理氣候對員工表現有顯著預測能力。
六、企業社會責與倫理氣候的交互作用，會對員工表現產生調節效果。
最後本研究依據研究發現與結論，分別對企業界以及後續研究者提出建議，以利企業落實社會責任及未來研究的進行。

In recent years, service industry became an important factor for Taiwan’s economy grows, the proportion of contribution rising year by year, from 38% in 1985 rising to 49% in 2005. The core value of service industry is service, that is focusing on human interaction. In the end of 2008, many enterprises have some measures to reduce cost avoiding financial tsunami, resulting in employees’ feeling of insecurity about the future, thereby affecting their performance, and employee’s performance relevant to competitiveness of enterprises, so how to improve organizational commitment, and retaining employees have become an importance topic of today’s managers.
The main purpose of this study is to discuss the relationship between corporate social responsibility, ethical climate, employee’s performance, and service quality. The samples of this study are Chunghwa Telecom’s employee and consumer in Kaohsiung and Pindong. The valid questionnaires is 400 copies, 200 copies are from employees, 200 copies are from consumers. The methods used in this study include descriptive statistics, expert validity and reliability analysis, Pearson correlation analysis and hierarchical regression analysis. The analysis of all the data comes to the following conclusions:
1.Employee’s CSR perceived higher than consumer’s CSR perceived.
2.It shows positive correlation between the CSR and the employee’s performance.
3.It shows positive correlation between the ethical climate and the employee’s performance.
4.The CSR have obvious effects to employee’s performance.
5.The ethical climate have obvious effects to employee’s performance.
6.Ethical climate have moderate influence on the CSR and employee’s performance.
Finally, we offer suggestions for enterprises and futher study according to the findings and conclusions of this study.

摘要I
Abstract II
目次III
表次V
圖次VIII
第一章 緒論1
第一節 研究背景與動機1
第二節 研究目的3
第三節 研究流程5
第二章 文獻探討6
第一節 企業社會責任6
第二節 組織承諾20
第三節 組織公民行為26
第四節 倫理氣候30
第五節 服務品質35
第六節 研究架構與假設40
第三章 研究方法41
第一節 研究工具41
第二節 研究對象與範圍58
第三節 抽樣方法58
第四節 正式調查實施流程59
第五節 受試者分佈狀況59
第六節 資料分析方法61
第四章 結果與討論63
第一節 企業社會責任與服務品質之現況分析63
第二節 企業社會責任、倫理氣候與員工表現之現況分析64
第三節 各研究構面之相關分析66
第四節 企業社會責任、員工表現與服務品質之迴歸分析69
第五節 倫理氣候與企業社會責任對員工表現之調節效果分析70
第六節 分析結果與假設驗證73
第五章 結論與建議75
第一節 結論75
第二節 管理意涵77
第三節 建議78
參考文獻
中文部分81
英文部分84
附錄
附錄A 專家修訂問卷結果96
附錄B 各量表專家效度106
附錄C 預試問卷(員工)111
附錄D 預試問卷(消費者)115
附錄E 正式問卷(員工)117
附錄F 正式問卷(消費者)120
附錄G 預試問卷與正式問卷對照表122
表次
表2-1 Wood的企業社會績效模型9
表2-2 社會責任概念發展時期11
表2-3 企業社會責任模型13
表2-4 企業社會責任之分類與措施14
表2-5 企業社會責任之正反論點比較表15
表2-6 社會責任類別的比較分析16
表2-7 社會責任工作之作法17
表2-8 倫理氣候的理論構面32
表2-9 倫理氣候之倫理準則32
表3-1 專家效度44
表3-2 企業社會責任量表項目分析摘要表46
表3-3 倫理氣候量表項目分析摘要表47
表3-4 組織承諾量表項目分析摘要表48
表3-5 組織公民行為量表項目分析摘要表48
表3-6 企業活動量表項目分析49
表3-7 服務品質量表項目分析50
表3-8 「企業社會責任量表」之KMO與Bartlett檢定51
表3-9 「企業社會責任量表」因素分析摘要表51
表3-10 企業社會責任之信度分析結果52
表3-11 「倫理氣候量表」之KMO與Bartlett檢定52
表3-12 「倫理氣候量表」因素分析摘要表52
表3-13 倫理氣候之信度分析結果53
表3-14 「組織承諾量表」之KMO與Bartlett檢定53
表3-15 「組織承諾量表」因素分析摘要表53
表3-16 組織承諾之信度分析結果54
表3-17 「組織公民行為量表」之KMO與Bartlett檢定54
表3-18 「組織公民行為量表」因素分析摘要表54
表3-19 組織公民行為之信度分析結果55
表3-20 「服務品質量表」之KMO與Bartlett檢定55
表3-21 「服務品質量表」因素分析摘要表56
表3-22 服務品質之信度分析結果56
表3-23 「員工企業社會責任量表」各層面題目之分配情形57
表3-24 「倫理氣候量表」各層面題目之分配情形57
表3-25 「組織承諾量表」各層面題目之分配情形57
表3-26 「組織公民行為量表」各層面題目之分配情形57
表3-27 「企業活動量表」題目之分配情形57
表3-28 「服務品質量表」各層面題目之分配情形58
表3-29 有效樣本之個人資料統計分析表59
表3-30 有效樣本之個人資料統計分析表60
表4-1 服務品質現況分析64
表4-2 企業社會責任現況分析64
表4-3 倫理氣候現況分析65
表4-4 組織承諾現況分析65
表4-5 組織公民行為現況分析66
表4-6 企業社會責任、組織承諾與組織公民行為相關分析67
表4-7 企業社會責任對組織承諾與組織公民之迴歸分析67
表4-8 倫理氣候、組織承諾與組織公民行為相關分析68
表4-9 倫理氣候對組織承諾與組織公民之迴歸分析68
表4-10 組織承諾、組織公民行為與服務品質相關分析68
表4-11 企業社會責任與組織承諾與服務品質之迴歸分析69
表4-12 企業社會責任與組織公民行為與服務品質之迴歸分析70
表4-13 企業社會責任與倫理氣候對組織承諾之階層迴歸分析71
表4-14 企業社會責任與倫理氣候對組織公民之階層迴歸分析72
表4-15 分析結果與假設驗證表73
圖次
圖1-1 研究流程圖5
圖2-1 Carroll(1979)企業社會責任金字塔模型10
圖2-2 企業社會責任三個範疇10
圖2-3 企業社會責任管理：從內到外途徑19
圖2-4 企業社會責任的實踐途徑19
圖2-5 Steers(1977)之組織承諾前因後果模式圖23
圖2-6 Stevens、Beyer與Trice之角色知覺模式24
圖2-7 Mowday、Poter與Steers之前因後果模式圖25
圖2-8 Morris與Sherman之組織承諾多元預測模式圖25
圖2-9 研究架構圖40

中文部份
[1]王昭雄、陳得發、蔡惠丞、鄭燕芬 (2008)。企業倫理守則、工作滿足與組織承諾關係之研究—以直銷為例。中華管理評論國際學報，11(4)，1-34。
[2]王泰豐 (2001)。台灣中小企業對社會責任認知之研究。國立中山大學企業管理研究所碩士論文，未出版，高雄。
[3]王鳳生、蔡豐隆 (2003)。企業倫理氣候、倫理行為與企業社會績效。亞太經濟管理評論，6(2)，103-119。
[4]江信逸 (2009)。企業社會責任、組織承諾與組織公民行為關係之研究。南台科技大學技職教育與人力資源發展研究所碩士論文，未出版，台南。
[5]池祥麟、陳庭萱 (2004)。銀行業企業社會責任之探討。台灣金融財務季刊，5(2)，111-127。
[6]何明壂 (2002)。倫理氣候、組織承諾對組織公民行為影響之研究─以高高屏地區金融機構授信有關人員為例。國立中山大學人力資源管理研究所碩士在職專班碩士論文，未出版，高雄。
[7]余鑑、于俊傑、鄭宇珊、余采芳、李佩容 (2009)。員工企業社會責任知覺對組織承諾與離職傾向影響之實證研究。臺北科技大學學報，42(2)，147-173。
[8]吳必然、賴衍輔 (2006)。企業社會責任概念的理論與實踐，證券櫃檯，122，31-42。
[9]吳明隆 (2009)。SPSS與統計應用分析（2版）。台北：五南圖書。
[10]吳曉惠、朱梅雪、朱志忠 (2010)。航空維修人員組織承諾與修護人力規劃之探討。載於海峽兩岸組織行為與人才開發學術研討會論文集。第六屆海峽兩岸組織行為與人才開發學術研討會論文集。嘉義：中正大學。
[11]呂愛麗（2010年5月）。做CSR若無策略，只是浪費心力和資源。遠見雜誌，287，175-177。
[12]李佩容 (2009)。員工企業社會責任知覺對組織承諾與離職傾向影響之實證研究。國立台灣師範大學工業科技教育學系碩士論文，未出版，台北。
[13]李慶龍 (2008)。華人文化對中小企業之組織衝突處理與組織承諾之影響。義守大學管理研究所碩士論文，未出版，高雄。
[14]卓正欽 (2007)。人力資源效能知覺對組織承諾之影響。國立中央大學人力資源管理研究所博士論文，未出版，桃園。
[15]林文英 (2009)。組織倫理氣候影響教育人員工作績效及兼任行政職意願之因果模式分析—以臺北市立國民中學為例。銘傳大學公共事務學系碩士在職專班碩士論文，未出版，桃園。
[16]林火旺 (2001)。倫理學。台北：五南。
[17]林欣潤 (2008)。倫理氣候、個人倫理哲學、專業規範與倫理判斷對組織公民行為影響之研究－以內部稽核人員為例。國立成功大學高階管理碩士在職專班碩士論文，未出版，台南。
[18]林建煌 (2002)。管理學。台北：智勝。
[19]林建煌 (2005)。行銷管理（3版）。台北：華泰文化。
[20]林秋慧 (2006)。休閒健身產業員工組織承諾、工作滿意對顧客知覺服務品質之影響。運動管理，11，65-73。
[21]林淑姬 (1992)。薪酬公平、程序公正與組織承諾、組織公民行為關係之研究。國立政治大學企業管理研究所博士論文，未出版，台北。
[22]林惠蓮 (2007)。在職進修成人職場靈性觀察與工作價值觀對組織承諾影響之研究。國立中正大學成人及繼續教育學系博士論文，未出版，嘉義。
[23]林鉦棽 (1996)。組織公正、信任、組織公民行為研究：社會交換理論之觀點。管理科學學報，13(3)，391-415。
[24]林鉦棽 (2003)。以組織承諾及工作滿足為實徵切入分析組織公民行為與員工工作考績之結構模式比較。人力資源管理學報，3(2)，93-113。
[25]林鉦棽 (2004)。休閒旅館業從業人員的組織公正、信任、組織公民行為關係：社會交換理論觀點的分析。中華管理學報，5(1)，91-112。
[26]侯勝宗 (2010)。服務可以庫存嗎？台灣大車隊司機工作實務個案研究。台大管理論叢，20(S1)，1-28。
[27]姜定宇、鄭伯壎 (2003)。組織忠誠、組織承諾、及組織公民行為研究之回顧與前瞻。應用心理研究，19，175-209。
[28]洪順慶 (2001)。行銷管理。台北：新陸書局。
[29]范熾文 (2007)。教師組織承諾：概念、發展、類別及其啟示。學校行政雙月刊，50，128-144。
[30]翁望回、黃俊英、劉水深 (1988)。企業正當性之實證研究－社會責任的觀點。管理評論，7，153-171。
[31]高宜凡（2010年3月）。超過七成企業，用CSR選擇供應商。遠見雜誌，285，80-85。
[32]張承 (2006)。管理實務與個案分析（3版）。台北：鼎茂圖書。
[33]張松茂 (2000)。多角化金融集團員工認知、內部行銷與組織承諾之關係─以國泰人壽保險公司之業務體系為例。逢甲大學保險學研究所碩士論文，未出版。
[34]張培新 (2009)。企業社會責任的理論與實踐：以美體小舖為例。美容科技學刊，6(2)，85-102。
[35]張瑞生 (2009)。企業實踐社會責任之歷程及模式建構研究－以台灣電子科技產業為例。國立台灣師大社會教育學系博士論文，未出版，台北。
[36]章炳麟 (2005)。教務行政工作服務品質與滿意度與滿意度之研究－以空軍航空技術學院為例。義守大學工業工程與管理學系碩士論文，未出版，高雄。
[37]許士軍 (1991，5月)。企業倫理與企業發展：兼論引進外籍勞工之倫理點。當前產業發展面的人力問題及因應之道研討會論文集。台南：南台工專。
[38]許士軍 (1994，6月24日)。卓越的企業文化植基全員倫理觀念上。經濟日報，6版。
[39]許士軍 (1999）。新管理典範下的企業倫理。通識教育，6 (3)，35-46。
[40]陳文詠 (2008)。企業社會責任與組織公民行為模式之驗證。國立雲林科技大學技術及職業教育研究所碩士論文，未出版，雲林。
[41]陳方元、林宜欣、林永盛、郭宗慈（2007，10月）。航空公司社會責任與顧客忠誠度關係之探討。企業倫理暨品德教育。企業倫理暨品德教育學術研討會，宜蘭。
[42]陳光榮 (1996)。企業的社會責任與倫理。經濟情勢暨評論季刊，1(4)，150-158。
[43]陳威融、劉念琪（2002，11月）。企業公民之實踐－以Ford Lio Ho 為例。載於企業人力資源管理實務。第8屆企業人力資源管理實務專題研究成果發表會。中壢：中央大學。
[44]陳美華、許銘珊、蔡明達 (2009)。連鎖飯店倫理氣候、組織承諾與組織公民行為之實證研究。觀光旅遊研究學刊，4(2)，55-68。
[45]陳家穎 (2010)。教師工作壓力與組織公民行為關係之研究－以情緒管理為調節變項。義守大學管理碩士班碩士論文，未出版，高雄。
[46]陳覺 (2004)。服務產品設計。台北：揚智文化。
[47]馮燕 (2004)。企業基金會公益資源運用個案研究。台北：國立台灣大學社會工作學系。
[48]黃正忠 (2005)。企業在地方永續發展扮演角色之探討。研考雙月刊，29(5)，110-119。
[49]黃永東 (2006)。國家品質獎的社會責任工作評估。品質月刊，42(12)，35-37。
[50]黃怡翔 (2008)。決戰CSR：改變世界的企業社會責任力。台北：鳴嵐國際智識。
[51]黃柏勳 (2003)。教師組織公民行為的意涵及其成因分析。學校行政雙月刊，27，63-79。
[52]黃營杉、齊德彰 (2005)。企業倫理、社會責任與慈善公益作為之研究－以台灣高科技電子產業為例。人文暨社會科學期刊，1(2)，65-82。
[53]葉桂珍 (1995)。道德倫理觀與組織承諾、工作滿意度、及離職意向之關係研究。中山管理評論，3(3)，15-29。
[54]潘珏汝 (2010)。探討員工企業社會責任之認知對組織公民行為之影響－以組織承諾為中介變項。國立中央大學人力資源管理研究所碩士論文，未出版，嘉義。
[55]蔡百倉 (2001)。倫理氣候認知、組織承諾對組織公民行為影響之研－以中華電信新營營運處與佳里營運處為例。國立中山大學人力資源管理研究所碩士論文，未出版，高雄。
[56]蔡明興譯 (1988)。A. B., Carroll著。企業與社會。台北：大塊文化。
[57]蔡蒔菁 (2007)。商業倫理－概念與應用（2版）。台北：新文京。
[58]鄧維兆、林芷郁、蔡志弘、蔡世傑 (2008)。員工服務品質意識對顧客知覺服務品質之影響探討。品質月刊，44(5)，36-44。
[59]鄭仁偉、廖瓊瑤 (2000)。台灣地區文化中心員工組織公民行為之研究。交大管理評論，20(2)，79-112。
[60]賴英照 (2007)。賴英照說法－從內線交易到企業社會責任。台北：聯經出版。
[61]戴久永、劉祥得、吳怡婷（2009，5月）。倫理氣候影響工作績效與離職意圖之研究。第三屆管理與決策學術研討會。嘉義：南華大學。
英文部份
[1]Agarwal, J., & Malloy, D. C. (1999). Ethical work climate dimensions in a non-profit organization: An empirical study. Journal of Business Ethics, 20, 1-14.
[2]Allen, N. J. & Meyer, J. P. (1990). The measurement and antecedents of affective, continuance, and normative commitment to the organization. Journal of Occupational Psychology, 63, 1-18.
[3]Aupperle, K., Carroll, A., & Hatfield, J. (1985). An empirical examination of the relationship between corporate social responsibility and profitability. Academy of Management Journal, 28, 446–463.
[4]Bae, J., & Cameron, G. T. (2006). Conditioning effect of prior reputation on perception of corporate giving. Public Relations Review, 32, 144-150.
[5]Barnard, C. I (1938). The function of the executive. Cambridge, M.A.: Harvard University Press.
[6]Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee citizenship. Academy of Management Journal, 26, 587-595.
[7]Becker, H. S. (1960). Notes on the concept of commitment. American Journal of Sociology, 66, 32-43.
[8]Benkhoff, B. (1997). Disentangling organizational commitment: The dangers of the OCQ for search policy. Personnel Review, 26, 114-131.
[9]Berry, L. L. (1981). The employee as customer. Journal of Retail Banking, 3, 25-28.
[10]Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71-84.
[11]Boshoff, C., & Tait, M. (1996). Quality perceptions in the financial servies sector: The potential impact of internal marketing. International Journal of Service Industry Management, 7(5), 5-31.
[12]Bowen, H. R. (1953). Social responsibilities of the businessman. New York: Harper & Row.
[13]Brammer, S., Millington, A., & Rayton, B. (2007). The contribution of corporate social responsibility to organizational commitment. The International Journal of Human Resource Management, 18(10), 1701-1719.
[14]Buchanan, B. (1974). Building organizational commitment: The socialization of mangers in work organization. Administrative Science Quarterly, 19, 533-546.
[15]Burchell, J., & Cook, J. (2006). Confronting the “corporate citizen” shaping the discourse of corporate social responsibility. International Journal of Sociology and Social Science, 26, 121-137.
[16]Cardozo, R. (1965). An experimental study of customer effort, expectation and satisfaction. Journal of Marketing Research, 2, 244-249.
[17]Carroll, A. B. (1979). A three-dimensional conceptual model of corporate social performance. Academy of Management Review, 4, 497-505.
[18]Carroll, A. B. (1981). Business and society. Boston: Little, Brown and Company.
[19]Carroll, A. B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons, 34 (4), 39-48.
[20]Carroll, A. B. (1999). Corporate social responsibility: Evolution of a definitional construct. Business & Society, 38, 268-295.
[21]CED (1971). Social responsibility of business corporations. NY: Committee for economic development.
[22]Chenet, P., Tynan, C., & Money, A. (1999). Service performance gap: Re-evaluation and redevelopment. Journal of Business Research, 46(2), 133-147.
[23]Churchill, G. A., & Carol, S. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 9, 491-504.
[24]Clarkson, M. B. E. (1995). A stakeholder framework for analyzing and evaluating corporate social performance. Academy of Management Review, 20(1), 92-117.
[25]Crawford, J. C. & Getty, J. M. (1991). The marketing of service: A quality perspective. Journal of Professional Services Marketing, 8, 5-15.
[26]Cronin Jr., J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
[27]Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16.
[28]David, P., Kline, S., & Dai, Y. (2005). Corporate social responsibility practices, corporate identity, and purchase intention: A dual-process model. Journal of Public Relations Research, 17, 291-313.
[29]Davis, K. (1960). Can business afford to ignore social responsibilities? California Management Review, 2(3), 70-76.
[30]Davis, K., & Blomstrom, R. L. (1975). Business and society: Environment and responsibility, New York: McGraw-Hill.
[31]Davis, T. R. V. ( 1992). Satisfying internal customer: The link to external customer satisfaction. Planning Review, 20, 34-37.
[32]De George, R. T. (1990). Business ethics (3rd ed.). NY: Macmillan.
[33]Eells, R., & Walton, C. (1974). Conceptual foundations of business (3rd ed.). Georgetown, Ontario: Irwin-Dorsey Limited.
[34]Esrock, S. L., & Leichty, G. B. (1998). Social responsibility and corporate web pages: Self-presentation or agenda-setting? Public Relations Review, 24(3), 305-319.
[35]Farh, J. L., Earley, P. C., & Lin, S. C. (1997). Impetus for action: A cultural analysis of justice and organizational citizenship behavior in Chinese society. Administrative Science Quarterly, 42, 421-444.
[36]Fisk, R. P., Brown S. W., & Bitner, M. J. (1993). Tracking the evolution of the services marketing literature. Journal of Retailing, 69(1), 61-103.
[37]Franken, W. K. (1973). Ethics (2nd ed.). Englewood Cliffs, N.J.: Prentice Hall.
[38]Frederick, W. (1986). Corporate citizenship: Some typologies. Bloomington, I.N.: Indiana University Press.
[39]Frederick, W. C. (1960). The growing concern over business responsibility. California Management Review, 2, 54-61.
[40]Frederick, W. C. (1983). Corporate social responsibility in the reagan era and beyond. California Management Review, 25(3), 145-147.
[41]Frederick, W. C., Post, J. E., & Davis, K. (1992). Business and society: Corporate strategy, public, policy, ethics (7th ed.). NY: McGraw-Hill.
[42]Friedman, M. (1970). The social responsibility of business is to increase its profits. New York Times Magazine, September, 122-126.
[43]Golob, U., & Bartlett, J. (2007). Communicating about corporate social responsibility: A comparative study of CSR reporting in Australia and Slovenia. Public Relations Review, 33(1), 1-9.
[44]Graham, J. W. (1986, August). Organizational citizenship informed by political theory. Paper presented at the meeting of the Academy of Management, Chicago.
[45]Griffin, R. W. (1999). Management (6rd ed.). Boston: Houghton Mifflin Company.
[46]Gronroos, C. (1990). Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of Business Research, 20, 3-11.
[47]Hallowell, R., Schlesinger, L. A., & Zornitsdy, J. (1996). Internal service quality, customer and job satisfaction: linkages and implications for management. Human Resource Planning, 19, 20-31.
[48]Hartline, M. D., & Ferrell, O. C. (1996). The management of service employee: An empirical investigation. Journal of Marketing, 60, 50-70.
[49]Hay, R., & Gray, E. (1974). Social responsibility of business manager. Academy of Management Journal, 17(1), 135-143.
[50]Heath, R. L. & Ryan, M. (1989). Public relations’ role in defining corporate social responsibility. Journal of Mass Media Ethics. 4(1), 21-38.
[51]Heath, R. L. (Ed.). (1988). Strategic issues management: How organizations influence and response to public interests and policies. San Francisco, C.A.: Jossey-Bass.
[52]Herndon, N. C. (1992). Perceived corporate ethicalness and sales force turnover: A new rationale for more ethical corporate behavior. Proceeding of the Academy of Marketing Science, April, 44- 49.
[53]Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. Jr., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72, 164-174.
[54]Jamali, D. & Mirshak, R. (2007). Corporate social responsibility(CSR): Theory and practice in a developing country context. Journal of Business Ethics, 72(3), 243-262.
[55]Johnston, R. (1995). The determinants of service quality: Satisfiers and dissatisfiers. International Journal of Services Industry Management, 6, 53-71.
[56]Juran, J. M. (1984). Quality control handbook. NY: McGraw-Hill.
[57]Katz, D. (1964). The motivation basis of organization behavior. Behavioral Science, 9, 131-146.
[58]Katz, D., & Kahn, R. L. (1978). The social psychology of organizations (2nd ed.). NY: Wiley Inc.
[59]Kelley, S. W., & Dorsch, M. J. (1991). Ethical climate, organizational commitment, and indebtedness among purchasing executives. Journal of Personal Selling and Sales Managements, 11( 4), 55-66.
[60]Kok, P. W., McKenna, T. R., & Brown, A. (2001). A corporate social responsibility audit within a quality management framework. Journal of Business Ethics, 31(4), 285-297.
[61]Kotler, P. (1972). A generic concept of marketing. Journal of Marketing, 36, 46-54.
[62]Kotler, P. (1991). Marketing management: Analysis, planning, implementation and
[63]Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions, The Service IndustriesJournal, 11(3), 287-303.
[64]Maignan, I. & Ferrell, O.C. (2004). Corporate social responsibility and marketing: An integrative framework. Journal of the Academy of Marketing Science, 32(1), 3–19.
[65]Malhotra, N., & Mukherjee, A. (2004). The relative influence of organisational commitment and job satisfaction and job satisfaction on service quality of customercontact employees in banking call centres. The Journal of Services Marketing, 18(3), 162-174.
[66]McDermott, L. C., & Emerson, M. (1991). Quality and service for internal customer. Training & Development Journal, 45, 61-64.
[67]McGuire, J. B. (1963). Business and Society. NY: McGraw-Hill.
[68]Meyer, J. P., & Allen N. J. (1987). Organizational commitment: Toward a three-component model. Research Bulletin, No.660. The University of Western Ontario, Department of Psychology, London.
[69]Meyer, R. C., & Schoorman, F. D. (1992). Predicting participation and production outcomes through a two-dimensional model of organizational commitment. Academy of Management Journal, 35(3), 671-684.
[70]Mintzberg, H. (1984). Who should control the corporation? California Management Review, 27, 90-115.
[71]Morris, J. H., & Sherman, J. D. (1981). Generalizability of an organizational commitment model. Academy of Management Journal, 24(3), 512-526.
[72]Morrison, E. W. (1994). Role definitions and organizational citizenship behavior: The importance of the employee’s perspective. Academy of Management Journal, 37(6), 1543-1567.
[73]Morsing, M., Schultz, M., & Nielson, K. U. (2008). The ‘Catch 22’ of communicating CSR: Findings from a Danish study. Journal of Marketing Communications, 14(2).97-111.
[74]Mowday, R. T., Porter, L. W., & Steer, R. M. (1982). Employee-organization linkages: The psychology of commitment, absenteeism, and turnover. NY: Academic Press.
[75]Mowday, R. T., Steers, R. M., & Porter, L. W. (1979). The measurement of organizational commitment. Journal of Vocational Behavior, 14(2), 224-247.
[76]O''Reilly, C. A., & Chatman, J. (1986). Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior. Journal of Applied Psychology, 71(3), 492-499.
[77]Organ, D. W. & Konovsky , M. (1989). Cognitive versus affective determinants of organizational citizenship behavior. Journal of Applied Psychology, 74(1), 157-164.
[78]Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington, M.A.: Lexington Books.
[79]Organ, D. W. (1990). The motivational basis of organizational citizenship behavior. Research in Organizational Behavior, 12, 43-72.
[80]Organ, D. W., Podsakoff, P. M., & MacKenzie, S. B. (2006). Organizational citizenship behavior: Its nature, antecedents, and consequences. Thousand Oaks, Calif.: SAGE Publications.
[81]Parasuraman, A, Zeithaml, V.A. & Berry, L.L. ( 1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, fall, 41 -50.
[82]Peterson, D. K. (2004). The relationship between perceptions of corporate citizenship and organizational commitment. Business and Society, 43(3), 296-319.
[83]Podsakoff, P, M., Mackenzie, S. B., Moorman, R. H., & Fetter, R. (1990). Transformational leader behaviors and their effects on followers’ trust in leader, satisfaction, and organizational citizenship behaviors. Leadership Quarterly, 1, 107-142.
[84]Podsakoff, P. M., & Mackenzie, S. B. (1994). Organizational citizenship behaviors and sales unit effectiveness. Journal of Marketing Research, 3(1), 351-363.
[85]Porter, L. W., Steers, R. M., Mowday, R. T., & Boulian, P. V. (1974). Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology, 59(5), 603-609.
[86]Preston, L. E., & Post, J. E. (1975). Private management and public policy: The principle of public responsibility. Englewood Cliffs, N.J.: Prentice Hall.
[87]Rashid, Md. Z. A., Smbasivan, M., & Johari, J. (2003). The influence of corporate culture and organization commitment on performance. Journal of Management Development, 22(8), 708-728.
[88]Reinhardt, F. L., Stavins, R. N., & Vietor, R. H. K. (2008). Corporate social responsibility through an economic lens. Review of Environmental Economics and Policy, 2(2), 219-239.
[89]Robbins, S. P., & Coulter, M. (2001). Management (7th ed.). New Jersey: Prentice Hall Inc.
[90]Roethlisberger, F. J., & Dickson, W. J. (1964). Management and the worker. NY: Wiley Science Editions.
[91]Sabeh, Z., Flora, M., & Khairan, F. (2000). Corporate citizenship as a factor of corporate communicate. Corporate Communications: An International Journal, 5, 210-213.
[92]Sasser, W. E., & Arbeit, P. S. (1976). Selling jobs in the service sector. Business Horizons, 19(3), 61.
[93]Schlesinger, L. A., & Zornitsky, J. (1991). Jobsatisfaction, service capability, and customer satisfaction: An examination of linkages and management implications, Human Resource Planning, 14(2), 141-149.
[94]Schneider, B. (1975). Organizational climate: An essay. Personnel Psychology. 28(1), 252-267.
[95]Schneider, B. (1990). The climate for service: An application of the climate construct. In B. Schneider (Ed.), Organizational climate and culture, 383-412. San Francisco: Jossey-Bass.
[96]Schneider, B., & Bowen, D. E. (1993). The service organization: human resources management is crucial. Organizational Dymamics, 21, 39-52.
[97]Schneider, B., & Bowen, D. E. (1995). Winning the service game. Boston, M.A.: Harvard Business School Press.
[98]Schneider, B., & Reichers, A. E. (1983). On the etiology of climates. Personnel Psychology, 36, 19-39.
[99]Schneider, B., Mayer, D. M., Ehrhart, M. G., Saltz, J. L., & Niles-Jolly, K. (2005). Understanding organization-customer links in service settings. Academy of Management Journal, 48(6), 1017-1032.
[100]Scholder, E. P., Webbm, D. J., & Mohr, L.A. (2006). Building corporate associations: Consumer attributions for corporate socially responsible programs. Journal of the Academy of Marketing Science, 34(2), 147–157.
[101]Schwartz, M. S., & Carroll, A. B. (2003). Corporate social responsibility: A three-domain approach. Business Ethics Quarterly, 13(4), 503-530.
[102]Sen, S. & Bhattacharya, C. B. (2001). Does doing good always lead to doing better? Consumer reactions to corporate social responsibility. Journal of Marketing Research, 966, 225–243.
[103]Sethi, S. P. (1975). Dimensions of corporate social performance: An analytical framework. California management review, 18, 58-64.
[104]Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68, 653-663.
[105]Staw, B. M. (1977). Two sides of commitment. National meeting of Academy of Management, 22, 45-56.
[106]Steers, R. M. (1977). Antecedents and outcomes of organizational commitment. Administrative Science Quarterly, 22(1), 46-56.
[107]Steiner, G. A., & Setiner J. F. (1980). Business, government, & society. NY: Random House.
[108]Stevens, J. M., Beyer, J. M., & Trice, H. M. (1978). Assessing personal, role, and organizational predictors of managerial commitment. Academy of Management Journal, 21, 380-396.
[109]Suliman, A. M. T. (2002). Is it really a mediating construct? The mediating role of organizational commitment in work climate-performance relationship. The Journal of Management Development, 21(3), 170-183.
[110]Tepper, B. J., & Taylor, E. C. (2003). Relationships among supervisors'' and subordinates'' procedural justice perceptions and organizational citizenship behaviors, Academy of Management Journal, 46(1), 97-105.
[111]Ullmann, A. (1985). Data in search of a theory: A critical examination of the relationship among social performance, social disclosure, and economic performance. Academy of Management Review, 10, 540–577.
[112]Valentine, S., & Barnett, T. (2003). Ethics code awareness, perceived ethical values, and organizational commitment. Journal of Personal Selling and Sales Management, 23(4), 359–367.
[113]Van Dyne, L., Graham, J. W., & Dienesch, R. M. (1994). Organizational citizenship behavior: Construct redefinition, measurement and validation. Academy of Management Journal, 37(4), 765-802.
[114]Victor, B., & Cullen, B. (1987). A theory and measure of ethical climate in organizations. Research in corporate social performance and policy, 9, 51-71.
[115]Victor, B., & Cullen, B. (1988). The organizational bases of ethical work climates. Administrative Science Quarterly, 33(1), 101-125.
[116]Vinten, G. (1998). Putting ethics into quality. The TQM Magazine, 10(2), 89-94.
[117]Waddock, S. A., Bodwell, C., & Graves, S. B. (2002). Responsibility: The new business imperative. The Academy of Management Executive, 16(2), 132-147.
[118]WBCSD (2000). Corporate social responsibility: Making good business sense. Retrieved August 8, 2010, http://www.wbcsd.org/
[119]Wiener, Y. (1982). Commitment in organizations: A normative view. Academy Management Review, 7, 418-428.
[120]Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of Management, 17(3), 601-617.
[121]Wimbush, J. C., & Shepard, J. M. (1994). Toward an understanding of ethical climate: Its relationship to ethical behavior and supervisory influence. Journal of Business Ethics, 13, 637-647.
[122]Windsor, D. (2001). The future of corporate social responsibility. The International Journal of Organizational Analysis, 9(3), 225-256.
[123]Wood, D. J. (1991). Corporate social performance revisited. Academy of Management Review, 16, 691-718.
[124]Wood, D. J., & Jones, R. E. (1996). Research in corporate social performance, In Burlingame, D. F., & Young, D. R. (Eds.), Corporate philanthropy at the crossroad (pp. 41-85). Bloomington & Indianapolis: Indiana University Press.
[125]Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(July), 2-22.
[126]Zeithaml, V. A., & Bitner, M. J. (1996). Service Marketing. New York: McGraw-Hill.