(18.207.134.98) 您好!臺灣時間:2019/10/23 23:54
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
本論文永久網址: 
line
研究生:陳玉薇
研究生(外文):Chen Yu-Wei
論文名稱:服務導向、內部市場導向與信任、服務績效之關聯性探討-以高雄市醫療服務產業為例
論文名稱(外文):A Study on the Relationship between Service Orientation、Internal Market Orientation、Trust and Service Performance–A Example of Medical Service Industry in Kaohsiung City
指導教授:田文彬田文彬引用關係董玉娟董玉娟引用關係
指導教授(外文):Tien Wen-PinTung Yu-Chuan
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:66
中文關鍵詞:服務導向內部市場導向信任服務績效醫療服務產業
外文關鍵詞:Service OrientationInternal Market OrientationTrustService PerformanceMedical Service Industry
相關次數:
  • 被引用被引用:19
  • 點閱點閱:998
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:340
  • 收藏至我的研究室書目清單書目收藏:1
本研究旨在探討醫療服務產業之服務導向、內部市場導向與信任、服務績效之關係,研究以問卷調查法進行,取樣對象為醫療服務產業之員工,發出200份問卷,回收129份有效問卷,回收率約64.5﹪。應用SPSS for Windows 軟體12.0版進行描述性統計分析、單因子變異數分析、信效度分析、相關分析、迴歸分析,獲致以下研究結論:
一、醫療服務產業之服務導向對信任有正向顯著的影響。
二、醫療服務產業之內部市場導向對信任有正向顯著的影響。
三、醫療服務產業之服務導向對服務績效有正向顯著的影響。
四、醫療服務產業之內部市場導向對服務績效正相關,但無顯著影響。
根據研究結果發現,在醫療服務產業中組織推動的各項服務措施,服務流程及實務作為,整體服務環境的塑造,會影響員工在信任與服務績效的表現。內部市場導向可以提高員工對醫院的信任,未來可供醫療服務產業之後續研究參考。面對服務導向與內部市場導向的新興領域,有待未來更多的研究者投入,便於發展組織在服務導向或內部市場導向的策略,及深入了解對組織成員的影響。
The study aims at investigating the relationship among service orientation, internal market orientation, trust and service performance. According to the surveying questionnaires of 200 Medical service industry employees in Kaohsiung, eventually 129 valid questionnaires were returned and with a 64.5% return rate. To analyze the results, data processing to descriptive statistics analysis, one way ANOVA, reliability analysis and factor analysis, Pearson, and regression analysis. The main findings of this study are summarized as follows:
1、Service orientation has significantly positive effects on trust in medical service industry.
2、Internal market orientation has significantly positive effects on trust in medical service industry.
3、Service orientation has significantly positive effects on service performance in medical service industry.
4、In medical service industry, internal market orientation and service performance has positive relationship, but has no significantly positive effects.
According to the findings and conclusions, the researcher provides the following suggestions for medical administrations. Every service processing provided and service environment built of the medical service organization would effect employees’ trust and service performance. Internal market orientation could enhance employees’ trust to the hospital, and which could give a referral to the medical service industry in further. Face to the new notion of service orientation and internal market orientation, expect more researchers would involve in developing which strategies and get more understanding the effect of employees.
目 錄 頁數
中文摘要………………………………………………………… i
英文摘要………………………………………………………… ii
誌謝 …………………………………………………………… iii
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 研究對象與限制…………………………………… 4
第四節 研究流程…………………………………………… 5
第二章 文獻探討…………………………………………… 7
第一節 服務導向…………………………………………… 7
第二節 內部市場導向……………………………………… 11
第三節 信任………………………………………………… 17
第四節 服務績效…………………………………………… 20
第三章 研究方法…………………………………………… 22
第一節 研究架構…………………………………………… 22
第二節 研究假設…………………………………………… 23
第三節 研究樣本與資料蒐集方法………………………… 25
第四節 研究變數與操作性定義…………………………… 26
第五節 資料分析方法……………………………………… 31
第四章 研究結果…………………………………………… 32
第一節 樣本描述性統計及變異數分析…………………… 32
第二節 信度與效度分析…………………………………… 38
第三節 相關分析…………………………………………… 44
第四節 各構面之迴歸分析………………………………… 45
第五章 研究結論與建議…………………………………… 48
第一節 研究結果…………………………………………… 48
第二節 理論與實務意涵…………………………………… 50
第三節 未來研究方向……………………………………… 51
參考文獻 ……………………………………………………… 52
附錄一 調查問卷…………………………………………… 59
附錄二 個案研究…………………………………………… 63
巫喜瑞、梁榮達 (2006). 職業棒球觀眾運動涉入, 球隊評價及贊助效益之研究. 觀光研究學報, 12(4), 345-369.
巫喜瑞、董維、梁榮達、鄭駿豪 (2008). 組織服務導向、前因變項與績效表現關係之研究-以國票綜合證券為例. 管理評論, 27卷1期 (2008/01/01), 57-82.
康譽瓊 (2001). 內部行銷作為, 行為評估, 工作滿足和顧客導向之研究—以證券營業員為例. 碩士論文, 國立中山大學企業管理研究所, 高雄.
Ahmed, P., & Rafiq, M. (2003). Internal marketing issues and challenges. European Journal of Marketing, 37(9), 1177-1186.
Alge, B., Gresham, M., Heneman, R., Fox, J., & McMasters, R. (2002). Measuring Customer Service Orientation Using a Measure of Interpersonal Skills: A Preliminary Test in a Public Service Organization. Journal of Business and Psychology, 16(3), 467-476.
Andaleeb, S., Siddiqui, N., & Khandakar, S. (2007). Doctors'service orientation in public, private, and foreign hospitals. International Journal of Health Care Quality Assurance, 20(3), 253-263.
Anderson, J., & Narus, J. (1990). A model of distributor firm and manufacturer firm working partnerships. the Journal of Marketing, 42-58.
Berry, L. (1981). The employee as customer. Journal of Retail Banking, 3(1), 33-40.
Berry, L., & Parasuraman, A. (1991). Marketing Services: Competing Through Quality: Free Press.
Best, S. (2004). Improving the performance properties of a dipole element closely spaced to a PEC ground plane. IEEE Antennas and Wireless Propagation Letters, 3.
Bhattacharya, R., Devinney, T., & Pillutla, M. (1998). A formal model of trust based on outcomes. Academy of management review, 459-472.
Borucki, C., & Burke, M. (1999). An examination of service-related antecedents to retail store performance. Journal of Organizational Behavior, 943-962.
Bowen, & Waldman, D. (1999). Customer-driven employee performance. In D. A. Ilgen & E. D. Pulakos(Eds.)The Changing Nature of Performance, 154-191.
Bowen, D., & Schneider, B. (1985). Boundary-spanning-role employees and the service encounter: some guidelines for management and research. The Service Encounter, Lexington Books, Lexington, MA, 127-147.
Bowen, D., & Schneider, B. (1988). Services marketing and management: Implications for organizational behavior. Research in organizational behavior, 10, 43-80.
Bowen, D., Siehl, C., & Schneider, B. (1989). A framework for analyzing customer service orientations in manufacturing. Academy of Management Review, 14(1), 75-95.
Bowen, P. (1996). The need for quality cultures. Training for Quality, 4(2), 14-18.
Bucklin, L., & Sengupta, S. (1993). Organizing successful co-marketing alliances. the Journal of Marketing, 32-46.
Cahill Dennis, J. (1996). Internal marketing: Your Company's Next Stage of Growth: The Howorth Press, New York: London.
Campbell, J., McCloy, R., Oppler, S., & Sager, C. (1993). A theory of performance. In N. Schmitt & W. C. Borman (Eds.) Personnel selection in organizations, 35-70.
Carnevale, D. G. (1995). Trustworthy government: Leadership and management strategies for building trust and high performance: Jossey-Bass Inc Pub.
Carnevale, D. (1998). The High-Performance Organization in Government. Handbook of Human Resource Management in Government, 243.
Carnevale, D. G., & Wechsler, B. (1992). Trust in the public sector: Individual and organizational determinants. Administration & Society, 23(4), 471.
Carraher, S., Parnell, J., Carraher, S., Carraher, C., & Sullivan, S. (2006). Customer service, entrepreneurial orientation, and performance: A study in health care organizations in Hong Kong, Italy, New Zealand, the United Kingdom, and the USA. Journal of Applied Management and Entrepreneurship, 11(4), 33-48.
Castro, C., Armario, E., & Rio, M. (2005). Consequences of market orientation for customers and employees. European Journal of Marketing, 39(5), 646-675.
Conduit, J., & Mavondo, F. (2001). How critical is internal customer orientation to market orientation? Journal of Business Research, 51(1), 11-24.
Cran, D. (1994). Towards Validation of the Service Orientation Construct. The Service Industries Journal, 14(1), 34-44.
Delaney, J., & Huselid, M. (1996). The impact of human resource management practices on perceptions of organizational performance. Academy of Management Journal, 949-969.
Dienhart, J., Gregoire, M., Downey, R., & Knight, P. (1992). Service orientation of restaurant employees. International Journal of Hospitality Management, 11, 331-331.
Dobni, C., & Luffman, G. (2003). Determining the scope and impact of market orientation profiles on strategy implementation and performance. Strategic Management Journal, 24(6), 577-585.
Doney, P., & Cannon, J. (1997). An examination of the nature of trust in buyer-seller relationships. the Journal of Marketing, 35-51.
Drucker, P. F. (1980). Managing for Tomorrow- Managing in Turbulent Time: Butterworth-Heinemann.
Dwyer, F., Schurr, P., & Oh, S. (1987). Developing buyer-seller relationships. the Journal of Marketing, 11-27.
George, W. (1990). Internal marketing and organizational behavior: a partnership in developing customer-conscious employees at every level. Journal of Business Research, 20(1), 63-70.
Gounaris, S. (2006). Internal-market orientation and its measurement. Journal of Business Research, 59(4), 432-448.
Greene, W., Walls, G., & Schrest, L. (1994). Internal marketing: the key to external marketing success. Journal of Services Marketing, 8(4), 5-13.
Gronroos, C. (1981). Internal marketing–an integral part of marketing theory. Marketing of Services, American Marketing Association, Chicago, IL, 236-238.
Gronroos, C. (1982). Strategic management and marketing in the service sector. Swedish School of Economics and Business Adminis tration research reports , Hesinki.
Gronroos, C. (1985). Internal marketing–theory and practice. Services Marketing in a Changing Environment, American Marketing Association, Chicago, IL, 41-47.
Gronroos, C. (1993). Toward a third phase in service quality research: challenges and future directions. Advances in Services Marketing and Management, 2, 49-64.
Gronroos, C. (1994). From scientific management to service management. International Journal of Service Industry Management, 5(1), 5-20.
Harrell, G., & Fors, M. (1992). Internal marketing of a service. Industrial Marketing Management, 21(4), 299–306.
Hartline, M., & Ferrell, O. (1996). The Management of Customer-Contact Service Employees: An Empirical Investigation. Journal of Marketing, 60(4), 52-70.
Heskett, J., Sasser, W., & Schlesinger, L. (1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value: Free Press.
Hofstede, G., Neuijen, B., Ohayv, D., & Sanders, G. (1990). Measuring organizational cultures: A qualitative and quantitative study across twenty cases. Administrative Science Quarterly, 286-316.
Hogan, J., Hogan, R., & Busch, C. (1984). How to measure service orientation. Journal of applied psychology, 69(1), 167-173.
Hogan, R. (1992). Hogan Personality Inventory Manual: Hogan Assessment Systems.
Homburg, C., Hoyer, W., & Fassnacht, M. (2002). Service Orientation of a Retailer’s Business Strategy: Dimensions, Antecedents, and Performance Outcomes. Journal of Marketing, 66(4), 86-101.
Jaworski, B., & Kohli, A. (1993). Market Orientation: Antecedents and Consequences. Journal of Marketing, 57, 53-53.
Johnson, E., Scheuing, E., & Gaida, K. (1986). Profitable service marketing: Dow Jones-Irwin Homewood, Ill.
Johnson, E., & Seymour, D. (1985). The Impact of Cross Selling on the Selling on the Service Encounter in Retail Banking. The Service Encounter: Managing Employee/Customer Interaction in Service Business, 225-239.
Joseph, W. (1996). Internal marketing builds service quality. Journal of Health Care Marketing, 16(1), 54.
Keillor, B., Stephen Parker, R., & Pettijohn, C. (1999). Sales Force Performance Satisfaction and Aspects of Relational Selling: Implications for Sales Managers. Journal of Marketing Theory and Practice, 7, 102-115.
Kim, H., McCahon, C., & Miller, J. (2003). Service orientation for contact employees in Korean casual-dining restaurants. International Journal of Hospitality Management, 22(1), 67-83.
Kim, W., Leong, J., & Lee, Y. (2005). Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant. International Journal of Hospitality Management, 24(2), 171-193.
Kohli, A., & Jaworski, B. (1990). Market orientation: the construct, research propositions, and management implications. Journal of Marketing, 54(2), 1-18.
Kotler, P. (1984). Marketing management: analysis, planning, and control. Englewood Cliffs, NJ: Prentice-Hall, 1984.
La Porte, T., & Metlay, D. (1996). Hazards and Institutional Trustworthiness: Facing a Deficit of Trust. Public Administration Review, 56(4), 341-347.
Lewicki, R., & Bunker, B. (1994). Trust in relationships: A model of trust development and decline: Max M. Fisher College of Business, Ohio State University.
Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58.
Lings, I. (2000). Internal marketing and supply chain management. Journal of Services Marketing, 14(1), 27-43.
Lings, I. (2004). Internal market orientation Construct and consequences. Journal of Business Research, 57(4), 405-413.
Lovelock, C., & Wirtz, J. (2004). Services marketing: People, technology, strategy,5th eds: Pearson Prentice Hall ,New Jersey.
Lowry, J., Borna, S., & Inks, S. (2006). Using Intramarketing to Gain Acceptance of Service Offerings Within an Organization. Services Marketing Quarterly, 28(4), 49.
Luhmann, N. (1979). Trust: A mechanism for the reduction of social complexity. Trust and Power. New York: Wiley.
Lukas, B., & Maignan, I. (1996). Striving for quality: The key role of internal and external customers. Journal of Market-Focused Management, 1(2), 175-187.
Lumpkin, G., & Dess, G. (1996). Clarifying the entrepreneurial orientation construct and linking it to performance. Academy of management review, 135-172.
Lynn, M., Lytle, R., & Bobek, S. (2000). Service orientation in transitional markets: does it matter? European Journal of Marketing, 34(3), 279-298.
Lytle, R., & Schilling, P. (1994). Service Orientation, Market Orientation, and Performance: An Organizational Culture Perspective. Arizona State University.
Lytle, R., & Timmerman, J. (2006). Service orientation and performance: an organizational perspective. Journal of Services Marketing, 20(2), 136.
Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998). SERV*OR: A managerial measure of organizational service-orientation. Journal of Retailing, 74(4), 455-489.
Martin, L., & Fraser, S. (2002). Customer Service Orientation in Managerial and Non-Managerial Employees: An Exploratory Study. Journal of Business and Psychology, 16(3), 477-484.
Matsuno, K., & Mentzer, J. (2000). The Effects of Strategy Type on the Market Orientation-Performance Relationship. Journal of Marketing, 64(4), 1-16.
Mayer, R., Davis, J., & Schoorman, F. (1995). An integrative model of organizational trust. Academy of management review, 709-734.
McCauley, D., & Kuhnert, K. (1992). A theoretical review and empirical investigation of employee trust in management. Public Administration Quarterly, 16, 265-265.
Mishra, A. K. (1996). "Organizational responses to crisis: The centrality of trust". in R. M. Kramer & T. R. Tyler (Eds.),Trust in organizations: Frontiers of theory and research ,Thousand Oaks (pp. 261-287). CA:Sage Publications.
Mohr-Jackson (1991). Broadening the Market Orientation: An Added Focus on Internal Customers. Human Resource Management, 30, 455-455.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. the Journal of Marketing, 81-101.
Morgan, R., & Hunt, S. (1994). S.(1994):? The commitment-trust theory of relationship marketing? Journal of Marketing, 58, 20-38.
Narver, J., & Slater, S. (1990). The Effect of a Market Orientation on Business. Journal of Marketing, 54, 20–35.
Narver, J., & Slater, S. (1999). The effect of a market orientation on business profitability. Developing a market orientation, 45-77.
Nunnally, J. (1978). Pschometric theory. New York: MacGraw-Hill.
Nyhan, R. (1994). The Interrelationships of Organizational Commitment, Trust and Participatory Decision Making Practices in Public Organizations: Florida Atlantic University.
Nyhan, R., & Marlowe, H. (1997). Development and psychometric properties of the organizational trust inventory. Evaluation Review, 21(5), 614.
Palmer, B., Walls, M., Burgess, Z., & Stough, C. (2001). Emotional intelligence and effective leadership. Leadership & Organization Development Journal, 22(1), 5-10.
Rafiq, M., & Ahmed, P. (2000). Advances in the internal marketing concept: definition, synthesis and extension. Journal of Services Marketing, 14(6), 449-462.
Reynoso, J., & Moores, B. (1996). Internal relationships. Relationship Marketing: Theory and Practice, Paul Chapman Publishing, London, 55-73.
Robbins, S. (1990). Organization theory: Structure, design, and applications(5thed) Englewood Cliffs: NJ:Prentice Hall.
Rousseau, D., Sitkin, S., Burt, R., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of management review, 23(3), 393-404.
Ruekert, R., Walker Jr, O., & Roering, K. (1985). The organization of marketing activities: a contingency theory of structure and performance. the Journal of Marketing, 13-25.
Sasser, W., & Arbeit, S. (1976). Selling jobs in the service sector. Business Horizons, 19(3), 61-65.
Saura, I., Contri, G., Taulet, A., & Velazquez, B. (2005). Relationships among customer orientation, service orientation and job satisfaction in financial services. International Journal of Service Industry Management, 16(5), 497-525.
Schneider, B., & Bowen, D. (1993). The Service Organization: Human Resources Management Is Crucial. Organizational Dynamics, 21, 39-39.
Schneider, B., Parkington, J., & Buxton, V. (1980). Employee and Customer Perceptions of Service in Banks. Administrative Science Quarterly, 25(2), 252-267.
Schneider, B., Wheeler, J., & Cox, J. (1992). A passion for service: using content analysis to explicate service climate themes. Journal of applied psychology, 77(5), 705-716.
Seo, C., & Han, W. (2000). The effects of organizational service orientation on business performance. Study of Quality Management, 28(4), 161–184.
Slater, S., & Narver, J. (1995). Market Orientation and the Learning Organization. Journal of Marketing, 59(3), 63-74.
Stauss, B., & Schulze, H. (1990). Internes Marketing. Marketing. Zeitschrift fur Forschung und Praxis, 12, 149-158.
Tansuhaj, P., Randall, D., & McCullough, J. (1988). A services marketing management model: integrating internal and external marketing functions. Journal of Services Marketing, 2(1), 31-38.
Thomas, D. (1978). Strategy Is Different in Service Industries. Harvard Business Review, 56, 158-165.
Varey, R. (1995). Internal marketing: a review and some interdisciplinary research challenges. International Journal of Service Industry Management, 6(1), 40-63.
Voon, B. (2006). Linking a service-driven market orientation to service quality. Managing Service Quality, 16(6), 595-619.
Yoon, M., Beatty, S., & Suh, J. (2001). The effect of work climate on critical employee and customer outcomes. International Journal of Service Industry Management, 12(5), 500-521.
Yoon, S., Choi, D., & Park, J. (2007). Service Orientation: Its Impact on Business Performance in the Medical Service Industry. The Service Industries Journal, 27(4), 371-388.
Zeithaml, V., Berry, L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. the Journal of Marketing, 35-48.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔