一、中文文獻
交通部觀光局（2009）。觀光拔尖領航專案。臺北：同作者。
交通部觀光局（2009）。星級旅館評鑑計劃。臺北：同作者。
行政院經建會（2009）。新世紀第三期國家建設計劃。臺北：同作者。
邱皓政（2007）。量化研究法(二)統計原理與分析技術。臺北市：雙葉書廊。
林秋慧（2007）。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。運動管理季刊，11，65-73。
吳明隆（2003）。SPSS統計應用學習實務(第一版)，問卷分析與應用統計。
臺北市：知城數位科技。
陳勁甫、鍾武侖（2007）。工作滿足、組織承諾、工作尋找與離職傾向關係
之研究－以某國際航空公司空服員為例。運輸學刊，19（2），191-214。
陳順宇（2004）。多變量分析（第三版），臺北市：華泰書局。
陳惠芳（2008）。在組織變革環境下賦權對組織承諾之影響研究－檢視內外
控傾向與知覺心理契約違反之干擾效果。臺大管理論叢，18（2），1-26。
許士軍（1997）。工作滿足個人特徵與組織氣候-文獻探討與實記研究。國立政治大學學報，35，13-56。
馬家媛（2004)。員工對授權賦能的認知對其工作態度之影響。未出版碩士論文，國立中山大學人力資源管理研究所，高雄市。
黃先鋒、廖敏齡、周澤民（2005）。工作輪調、工作滿足與組織承諾相關性
之實證研究。人力資源管理學報，5（4），107-129。
雷千金（2003）。工作滿足與組織承諾、服務品質關係之研究-以銀行業個案
為例。未出版碩士論文，國立中央大學人力資源管理研究所，桃園縣。
張心美（2000）。觀光旅館員工授權服務行為與服務品質關係之研究。未出
版碩士論文，中國文化大學觀光事業研究所，臺北市。
鄭天明（2003）。國際觀光旅館組織承諾與員工工作滿足關係之研究。真理觀光學報，1(1)，12，71-92。
蔡坤宏（2000）。組織承諾、工作滿足與離職意圖的關係：Meta分析。中華管理評論，3(4)，33-49
廖述賢、胡大謙、鐘慧瑩（2008）。國際觀光旅館主管與部屬關係、工作滿
足與組織承諾關聯性之研究。人力資源管理學報，8(1)，001-023。
魏千金（2000）。授權賦能與工作態度之研究-以護理人員為例。未出版碩士論文。逢甲大學企業管理學系，臺中市。
羅世輝、湯雅云（2003）。內外控人格特質與授權賦能認知對工作滿足之影
響-以金融保險業為例。人力資源管理學報，3(1)，001-019。
二、英文文獻
Allen, J.N, & Meyer, P. J. (1990).The measurement and antecedents of affective,
continuance and normative commitment to the organization. Journal of
Occupational Psychology, 63(1), 1-18.
Barner, R. (1994). Enablement: The key to empowerment.Training and
Development Journal, June, 33-36.
Brown, S. W. (2000). Practicing best in class service recovery. Marketing
Management, 9, 2-4.
Brown, T. J., Donavan, D. T., & Mowen, J. C. (2004). Internal benefits of
service-worker customer orientation: Job satisfaction, commitment, and
organizations citizenship behaviors. Journal of Marketing, 68(2), 128-146.
Buchanan, B. (1974). Building organizational commitment: The socilization of
managers in work organization. Administrative Science Quarterly, 19,
533-546.
Chebat, J. C., ＆Kollias. (2000). The impact of empowerment on customer
contact employees’ roles in service organizations. Journal of Service
Research, 3(1), 66-81.
Daft, R. L. (2001). Organization theory and design (4 Ed.). Ohio,OH:
South-Western Publishing Company.
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.
Deshpande, L., & Satish, P. (1996). The impact of ethical climate types on facets
of job satisfaction: An empirical investigation. Journal of Business Ethics,
15(6), 655-660.
Ferris, K. R., & Aranya. N. A. (1983). Comparison of two organizational
commitment scales. Personnel Psychology, 36, 87-99.
Fulford, M. D., & Enz, C. A. (1995). The impact of empowerment on service
employees. Journal of Managerial Issues, 7(2), 161-175.
Gibson, C.H. (1991). A concept analysis of empowerment. Journal of
Advanced Nursing, 16(3), 354-361.
Hawks, J. H. (1992). Empowerment in nursing education: Concept analysis and
application to philosophy, education: Concept analysis and application to
philosophy, learning and instruction. Journal of Advanced Nursing, 17
(6), 609-618.
Hartline M. D., & Ferrell, O. C. (1996). The management of customer-contact
service employees: An empirical investigation. Journal of Marketing, 60,
52-70.
Hoppock, R. (1935). Job satisfaction. New York: Harper and Brothers.
Kanter, R. M. (1968). Commitment and social organization: A study of
commitment mechanisms in utopian communities. American Sociological
Review, 33, 499-517.
Kanter, R. M. (1993). Men and women of the corporation. New York: Basic
Books.
Keaveney, S. M. (1995). Customer switching behavior in service industries: An
exploratory study. Journal of Marketing, 59(2), 71 -82.
Klakovich, M. D. (1995). Development and psychometric evaluation of the
reciprocal empowerment scale. Journal of Nursing Measurement, 3(2),
29-35.
Laschinger, H. K. S., & Shamian, J. (1994). Staff nurses and nurse managers’
perceptions of job related empowerment and managerial self efficacy.
Journal of Nursing Administration, 24(10), 30-35.
Laschinger, H. K., Finegan, J., & Shamian, J. (2001). The impact of workplace
empowerment, organizational trust on staff nurse work satisfaction and
organizational commitment. Health Care Management Review, 26(5),
7-23.
Malhotra, N., & Mukherjee ,A. (2004). The relative influence of organisational
commitment and job satisfaction and job satisfaction on service quality of
customer-contact employees in banking call centers. The Journal of
Services Marketing, 18(3), 162-174.
Mayer, R. C., & Schoorman, F. D. (1998). Differentiating antecedents of
organizational commitment: A test of march and simon’s model. Journal
of Organizational Behavior, 15-28.
McDermott, K., Shamian, J., & Laschinger, H. K. S. (1996). Work
empowerment and organizational commitment. Nursing Management,
27(5), 44-47.
Meyer, J. P. & Allen, N. J. (1991). A three-component conceptualization of
organizational commitment. Human Resource Management Review, 1,
61-89.
Porter, L.W., & Lawer, R. E. (1973). Organizational, work, and personal factors
in employee turnover and absenteeism. Psychological Bulletin, 88,
151-176.
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.
Tsaur, S. H., Chang, H. M., & Wu C. S. (2004). Promoting service quality with
employee empowerment in tourist hotels: The role of service
behavior .Asia acific Management Review, 9(3), 435-461.
Sirkin, H. L. (1993). The employee empowerment scam. Training &
Development Journal, 46(2), 11-12.
Smith, P. C., Kendall, L. M., & Hulin, C. L. (1969). The measurement of
satisfaction in work and retirement. Chicago: Rand McNally.
Spector, P. E. (1985). Measurement of human service staff satisfaction:
Development of the job satisfaction survey. American Journal of
Community Psychology, 13(6), 693-713.
Spreitzer, G. M. (1995). Psychological empowerment in the workplace:
dimensions, measurement and validation. Academy of Management
Journal, 38(5), 1442-1465.
Spence-Lascbinger, H. K., Finegan, J., Sbamian, J., & Wilk, P. (2001). Impact
of structural and psychological empowerment on job strain in nursing work
settings. Journal of Nursing Arrangement, 31(5), 260-273.
Staw, B. M. (1978). Commitment to a policy decision: A multi-theoretical
perspective. Administrative Science Quarterly, 23, 40-64.
Thomas, K. W., & Velthouse, B.A. (1990). Cognitive elements of
empowerment. Academy of Management Review, 15(4), 666-681.
Vroom, V. H. (1964). Work and motivation. New York: John Wiley & Son, Inc.
Weiss, D. J., Davis, R. V., Englang, G. W., & Lofguist, L. H. (1967). Manual for
the minnesota satisfaction questionnaire. Minnesota Studies on Vocational
Rehabilitation, 22(1), 12-31.
Wetzels, Martin, Ruyter, K., & Lemmink, J. (2000). Antecedents and
consequences of service quality in business-to-business services. In
Handbook of Services Marketing and Management. Eds.Teresa A. Swartz
and Dawn Iacobucci. Thousand Oaks, CA: Sage, 343-356.