一、中文部分
田文彬(2012),服務導向、信任與服務承諾、服務績效關聯性之探討,企業管理學報,94,頁1-18。田文彬、陳玉薇、陳敬恆(2013),服務文化與服務績效之關聯性探討-以信任與服務承諾為中介變數,企業管理學報,97,頁39-60。任慶宗、劉培林、陳飛帆(2011),高績效工作系統與組織績效之關係:以人資部門角色為調節變項,國防管理學術暨實務研討會,頁1217-1234。
余明助、陳婉青、洪啟強(2014),正向心理資本、工作敬業心、服務氣候與服務導向組織公民行為之研究-以電信產業門市人員為例,服務業管理評論,11,頁25-42。余桂霖(2010),結構方程式模型:專題分析,台北:秀威資訊。
呂家美、黃佩琪(2008),美髮服務業員工知覺人力資源管理措施對工作績效之影響~探討員工技能中介效果,餐旅暨家政學刊,5(1),頁93-113。汪美伶(2015),服務氣候、顧客導向行為與顧客情感承諾關聯性之探討,人力資源管理學報,15(1),頁27-54。
林鉦棽(2005),組織公民行為之跨層次分析:層級線性模式的應用,管理學報,22(4),頁503-524。林鉦棽、彭台光(2006),多層次管理研究:分析層次的概念、理論和方法,管理學報,23(6),頁649-675。姚文成(2011),高績效工作系統對員工知識分享行為之影響-以IC設計產業為例,會計與財金研究,4(1),頁15-32。紀乃文(2014),情緒勞動對組織是利是弊?探討知覺主管支持、同事支持對情緒勞動與服務績效、離職傾向關係的差異化干擾效果,組織與管理,7(1),頁115-160。
紀乃文、陳建丞(2011),分店服務氣候、正向團隊情感氛圍、服務人員正向情緒表達與顧客購買決策關聯性之探討,組織與管理,4(1),頁129-162。許順旺、林笠倫、張姮燕(2010),國際線空服員對轉換型領導、服務氣候與服務導向公民行為之研究:以內、外控人格特質為干擾變項,人力資源管理學報,10(1),頁53-77。陳正昌(2013),SPSS與統計分析,台北:五南圖書。
陳淑玲、黃讌茹(2014),轉換型領導對工作敬業心的影響歷程:心理資本與服務氣候之跨層次中介觀點,臺大管理論叢,25(1),頁129-155。彭台光、高月慈、林鉦棽(2006),管理研究中的共同方法變異:問題本質、影響、測試和補救,管理學報,23(1),頁77-98。
黃同圳(2000),人力資源管理策略-企業競爭優勢之新器,載於李誠(主編),人力資源管理的12堂課(頁25-32),臺北:天下遠見。
楊濱燦、林少龍、黎哲愷(2015),服務氣候、組織認同與服務導向公民行為之研究,樹德科技大學學報,17(1),頁1-20。溫福星(2006),階層線性模式:原理、方法與應用,台北:雙葉書廊。
廖良文、林文政(2011),高績效工作系統於轉換型領導與員工工作績效間之角色-跨層級調節效果之觀點,東吳經濟商學學報,73(1),頁29-66。劉仲矩(2013),人力銀行數位資本、服務氣候與求職者滿意關聯性之研究,管理評論,32(4),頁31-50.盧建中、張純華(2010),高績效工作系統、人力資源技能與組織績效之探討,中小企業發展季刊,16,頁183-207嚴秀茹、林育理、戴淑賢(2004),服務氣候對服務導向公民行為之影響歷程探討-心理授權與角色界定之中介模式,管理評論,23(1),頁25-48。二、英文部分
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三、網路資料
MBA智庫百科(2015),服務經濟,取自http://wiki.mbalib.com/zh-tw/%E6%9C%8D%E5%8A%A1%E7%BB%8F%E6%B5%8E,2016年2月10日擷取。
勞動部(2016),〈2016/01勞動統計月報〉,取自http://www.mol.gov.tw/statistics/2452/2453/%E5%8B%9E%E5%8B%95%E7%B5%B1%E8%A8%88%E6%9C%88%E5%A0%B1/,2016年2月15日擷取。
經濟部統計處(2016),〈統計指標簡易查詢〉,取自http://dmz9.moea.gov.tw/GMWeb/common/CommonQuery.aspx,2016年2月26日擷取。
遠見雜誌(2014),服務更感心,就要跳脫SOP ,取自http://www.gvm.com.tw/Boardcontent_26509.html, 2016年2月16日擷取。