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研究生:蕭育函
研究生(外文):Hsiao, Yu-Han
論文名稱:一線員工服務職能對顧客情感承諾影響: 以互動正義為中介角色
論文名稱(外文):The Effect of Frontline Employee Service Competencies on Customer Affective Commitment: The Mediating Role of Interactional Justice
指導教授:吳毓麒吳毓麒引用關係
指導教授(外文):Wu, Yu-Chi
口試委員:楊一峰蔡進士
口試委員(外文):YANG, YI-FENGTSAI, CHIN-SHIH
口試日期:2020-06-25
學位類別:碩士
校院名稱:國立高雄大學
系所名稱:經營管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2020
畢業學年度:108
語文別:中文
論文頁數:54
中文關鍵詞:一線員工服務職能互動正義顧客情感承諾
外文關鍵詞:Employee service competenciesInteractional justiceCustomer affective commitment
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第一章 緒論
第一節 研究背景與動機
第二節 研究目的
第三節 研究貢獻
第二章 文獻回顧
第一節 服務職能 (Service competencies)
第二節 互動正義 (Interactional justice)
第三節 服務職能與互動正義之間的關係
第四節 顧客情感承諾 ( customer affective commitment )
第五節 互動正義與顧客情感承諾之間的關係
第六節 互動正義為中介作用
第三章 研究方法
第一節 研究架構
第二節 研究假設
第三節 研究變數、操作定義與衡量
第四節 樣本對象分析
第四章 實證分析與結果
第一節 敘述統計分析
第二節 測量模型
第三節 結構模型
第五章 討論與建議
第一節 研究結果與討論
第二節 管理意涵
第三節 研究限制與未來方向
第四節 結論
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