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E88120
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004
服務業人力資源管理、員工利他行為與顧客自發行為之關係探討
An Empirical of the Relationships between Human Resource Management Employee Prosocial Behavior and Customer Voluntary Behavior in Service Industry
1.嚴秀茹
1.Hsiu-Ju Yen
1.元智大學企業管理系
1.Department of Business Administration, Yuan Ze University
001,002,003,004
1.元智大學企業管理系
1.Department of Business Administration, Yuan Ze University
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):1998-08-01
A.14 計畫執行期間(訖):1999-07-31
1999-02-011999-05-31
A.16 收到日期:2000-09-11
2
國內某商業銀行之往來顧客與員工

1

員工:251筆;客戶:515筆


515
004
01
C.2 聯絡日期:2000-09-19
2
1.元智大學企業管理系
1.Department of Business Administration, Yuan Ze University
1
C.7 資料公開日期:0000-00-00
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008
2
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001
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1.人力資源管理
2.公民行為
3.服務業
4.社會交換理論
5.員工利他行為
6.組織公民行為
7.銀行業
8.顧客自發行為
9.顧客滿意度
1.Banking industry
2.Citizenship behavior
3.Customer satisfaction
4.Customer voluntary behavior
5.Employee prosocial behavior
6.Human resource management
7.Organizational citizenship behavior (OCB)
8.Service industry
9.Social exchange
本計畫探討組織公民行為與顧客導向的利他行為 兩種利他行為之前置影響因素與其對組織服務績效之效應。本研究也將顧客納入為企業經營資源之概念,探討顧客自發行為之影響因素,並試由社會交換理論詮釋上 述變數之關係。本研究以本國一銀行之全省分行行員、主管及顧客為研究對象,共蒐集515位顧客與260位行員等26分行之資料。研究結果顯示員工的情緒相 關感受最能夠預測其利他行為之表現,角色外的顧客導向之利他行為最能夠解釋組織的服務品質,組織公民行為則相對地影響有限。顧客對於企業本身及行員所抱持 的種種評價也直接與間接透過關係品質影響顧客的自發行為之產生。本案亦對結果在服務業管理上之啟示予以探討。

This study examined the antecedent and effects of employee and customer prosocial behavior on organizational outcome. This study also investigated customer voluntary performance (CVP) as a form of prosocial behavior exhibited in customer. A theoretical framework was proposed. Data were collected from customers, employees, and supervisor in 26 branches of a bank in Taiwan. Extra-role customer service behavior had a consistently positive relationship with service performance, while OCB did not predict most customer responses. Affect-related variable, such as affective commitment, POS, supports for customers, were the main influential variables on employee and customer prosocial behaviors. LISREL testing a sub-model for the antecedents of customer voluntary performance indicated a well-fitting results for the model, and suggested that customer evaluation of organizational characteristics and employees affected CVP directly and indirectly through the mediation of relationship quality.

D.16 完成檢誤日期:2002-01-03
D.17 預定釋出日期:2002-01-18
D.18 初次釋出日期:2002-01-18
D.19_1 最新版釋出日期:2002-01-18
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10.6141/TW-SRDA-E88120-1
http://efenci.srda.sinica.edu.tw/webview/index.jsp?object=http://efenci.srda.sinica.edu.tw:80/obj/fStudy/E88120
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