|
參考文獻 1. 天下編輯部(2014)。第一名的服務這樣做!2004天下金牌服務業調查。天下雜誌,第545期,94-129。 2. 王一芝(2014)。服務更感心,就要跳脫SOP。遠見雜誌,第341期。 3. 田文彬、陳翰諭、陳玉薇(2018)。服務氣候與服務績效之關聯性探討-以員工投入與服務承諾為中介變數。企業管理學報,(116),1-23。 4. 吳明隆,2006,SPSS統計應用學習實務:問卷分析與應用統計,三版,知城數位科技,台北。 5. 胡華勝(2020)。亞洲開發銀行:新冠肺炎最嚴重影響全球經濟逾10兆新台幣。CTWANT(2020)。 6. 陳翰諭(2017)。服務氣候、員工投入、服務承諾與服務績效之關聯性探討。國立高雄科技大學行銷與流通管理系,未出版,高雄市。 7. 黃昭勇、吳挺峰、周原與白詩瑜(2012)。2012天下企業公民獎 投資員工 戰勝不景氣。天下雜誌,第503期。 8. Alge, B. J., Gresham, M. T., Heneman, R. L., 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. 9. Avolio, B. J., Gardner, W. L., Walumbwa, F. O., Luthans, F., & May, D. R. (2004). Unlocking the mask: A look at the process by which authentic leaders impact follower attitudes and behaviors. The leadership quarterly, 15(6), 801-823. 10. Ali, M. A., Hussain, A., & Azim, A. (2013). Organizational investment in social capital (OISC) and employee job performance: Moderation by employee job engagement. International Review of Management and Business Research, 2(1), 250-257. 11. Anand, P. (2011). Case study on employee engagement and performance appraisal: ITC Maurya. Review of Management, 1(2), 83-88. 12. Beitelspacher, L. S., Richey, R. G., & Reynolds, K. E. (2011). Exploring a new perspective on service efficiency: service culture in retail organizations. Journal of Services Marketing.23(5), 592-607. 13. Bowen, D. E., & Schneider, B. (2014). A service climate synthesis and future research agenda. Journal of Service Research, 17(1), 5-22. 14. Borucki, C. C., & Burke, M. J. (1999). An examination of service‐related antecedents to retail store performance. Journal of organizational Behavior, 20(6), 943-962. 15. Bowen, D. E., & Schneider, B. (2014). A service climate synthesis and future research agenda. Journal of Service Research, 17(1), 5-22. 16. Bass, B. M., & Bass Bernard, M. (1985). Leadership and performance beyond expectations.New York: Free Press. 17. Burris, E. R. (2012). The risks and rewards of speaking up: Managerial responses to employee voice. Academy of Management Journal, 55(4), 851-875. 18. CHUANG, C. H., & Liao, H. U. I. (2010). Strategic human resource management in service context: Taking care of business by taking care of employees and customers. Personnel psychology, 63(1), 153-196. 19. Chen, Z., Zhu, J., & Zhou, M. (2015). How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance. Journal of Applied Psychology, 100(2), 511-521. 20. Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218. 21. Chathoth, P. K., Mak, B., Jauhari, V., & Manaktola, K. (2007). Employees' perceptions of organizational trust and service climate: A structural model combiningtheir effects on employee satisfaction. Journal of Hospitality & Tourism Research, 31(3), 338-357. 22. Chen, Z., Zhu, J., & Zhou, M. (2015). How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance. Journal of Applied Psychology, 100(2), 511-521. 23. Conger, J. A., & Kanungo, R. N. (1987). Toward a behavioral theory of charismatic leadership in organizational settings. Academy of management review, 12(4), 637-647. 24. Dietz, J., Pugh, S. D., & Wiley, J. W. (2004). Service climate effects on customer attitudes: An examination of boundary conditions. Academy of management journal, 47(1), 81-92. 25. De Jong, A., De Ruyter, K., & Lemmink, J. (2004). Antecedents and consequences of the service climate in boundary-spanning self-managing service teams. Journal of Marketing, 68(2), 18-35. 26. DeVellis, R. F., 1991, Scale development, NJ: Sage Publications, Newbury Park. 27. Den Hartog, D. N., De Hoogh, A. H., & Keegan, A. E. (2007). The interactive effects of belongingness and charisma on helping and compliance. Journal of Applied Psychology, 92(4), 1131-1139. 28. Detert, J. R., & Burris, E. R. (2007). Leadership behavior and employee voice: Is the door really open?. Academy of management journal, 50(4), 869-884. 29. Dyne, L. V., Ang, S., & Botero, I. C. (2003). Conceptualizing employee silence and employee voice as multidimensional constructs. Journal of management studies, 40(6), 1359-1392. 30. De Jong, A., De Ruyter, K., & Lemmink, J. (2004). Antecedents and consequences of the service climate in boundary-spanning self-managing service teams. Journal of Marketing, 68(2), 18-35. 31. Ekinci, Y., & Dawes, P. L. (2009). Consumer perceptions of frontline service employee personality traits, interaction quality, and consumer satisfaction. The Service Industries Journal, 29(4), 503-521. 32. Edmondson, A. C. (2003). Speaking up in the operating room: How team leaders promote learning in interdisciplinary action teams. Journal of management studies, 40(6), 1419-1452. 33. Ekinci, Y., Dawes, P. L., & Massey, G. R. (2008). An extended model of the antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing, 42, 35-68. 34. Farrell, D. (1983). Exit, voice, loyalty, and neglect as responses to job dissatisfaction: A multidimensional scaling study. Academy of management journal, 26(4), 596-607. 35. Grizzle, J. W., Zablah, A. R., Brown, T. J., Mowen, J. C., & Lee, J. M. (2009). Employee customer orientation in context: How the environment moderates the influence of customer orientation on performance outcomes. Journal of Applied Psychology, 94(5), 1227-1242. 36. Hayes, L. A., Caldwell, C., Licona, B., & Meyer, T. E. (2015). Followership behaviors and barriers to wealth creation. Journal of Management Development, 34(3), 270-285. 37. He, Y., Li, W., & Lai, K. K. (2011). Service climate, employee commitment and customer satisfaction. International Journal of Contemporary Hospitality Management, 23(5), 592-607. 38. Hirschman, A. O. (1970). Exit, voice, and loyalty: Responses to decline in firms, organizations, and states (Vol. 25). Harvard university press. 39. House, R. J., Spangler, W. D., & Woycke, J. (1990, August). Personality and charisma in the US presidency: A psychological theory of leadership effectiveness. In Academy of Management Proceedings (Vol. 1990, No. 1, pp. 216-220). Briarcliff Manor, NY 10510: Academy of Management. 40. Hsiung, H. H. (2012). Authentic leadership and employee voice behavior: A multi-level psychological process. Journal of business ethics, 107(3), 349-361. 41. Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: a meta-analysis. Journal of applied psychology, 87(2), 268-279. 42. Johnson, J. W. (1996). Linking employee perceptions of service climate to customer satisfaction. Personnel psychology, 49(4), 831-851. 43. Jha, N., Potnuru, R. K. G., Sareen, P., & Shaju, S. (2019). Employee voice, engagement and organizational effectiveness: a mediated model. European Journal of Training and Development, 2046-9012. 44. Karatepe, O. M., Yorganci, I., & Haktanir, M. (2009). Outcomes of customer verbal aggression among hotel employees. International Journal of Contemporary Hospitality Management, 21(6), 713-733. 45. Kwak, W. J. (2012). Charismatic leadership influence on empowered and less empowered followers’ voice: A mediated moderation model. Journal of Leadership, Accountability and Ethics, 9(1), 56-70. 46. 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. 47. Lowendahl, B., & Revang, O. (1998). Challenges to existing strategy theory in a postindustrial society. Strategic management journal, 19(8), 755-773. 48. LePine, J. A., & Van Dyne, L. (1998). Predicting voice behavior in work groups. Journal of applied psychology, 83(6), 853-868. 49. Liang, J., Farh, C. I., & Farh, J. L. (2012). Psychological antecedents of promotive and prohibitive voice: A two-wave examination. Academy of Management journal, 55(1), 71-92. 50. Liu, W., Zhu, R., & Yang, Y. (2010). I warn you because I like you: Voice behavior, employee identifications, and transformational leadership. The Leadership Quarterly, 21(1), 189-202. 51. Mahn, H. Y., Sharon, E. B., & Jaebeom, S. (2001). The effect of work climate on critical employee and customer outcomes. An employee-level analysis. International Journal of Service Industry Management, 12(5), 500-521. 52. Maynes, T. D., & Podsakoff, P. M. (2014). Speaking more broadly: An examination of the nature, antecedents, and consequences of an expanded set of employee voice behaviors. Journal of Applied Psychology, 99(1), 87-112. 53. Milliken, F. J., Morrison, E. W., & Hewlin, P. F. (2003). An exploratory study of employee silence: Issues that employees don’t communicate upward and why. Journal of management studies, 40(6), 1453-1476. 54. Morrison, E. W. (2011). Employee voice behavior: Integration and directions for future research. Academy of Management annals, 5(1), 373-412. 55. Ng, T. W., & Feldman, D. C. (2012). Employee voice behavior: A meta‐analytic test of the conservation of resources framework. Journal of Organizational Behavior, 33(2), 216-234. 56. Paul, R. J. (2004). Employee commitment to quality. Its conceptualisation and measurement. International Journal of Quality & Reliability Management, 21(7), 714-730. 57. Premeaux, S. F., & Bedeian, A. G. (2003). Breaking the silence: The moderating effects of self‐monitoring in predicting speaking up in the workplace. Journal of management studies, 40(6), 1537-1562. 58. Rank, J., Carsten, J. M., Unger, J. M., & Spector, P. E. (2007). Proactive customer service performance: Relationships with individual, task, and leadership variables. Human Performance, 20(4), 363-390. 59. Ram, P., Swapna, B. G., & Prabhakar, G. V. (2011). Work environment, service climate, and customer satisfaction: Examining theoretical and empirical connections. International Journal of Business and Social Science, 2(20), 121-130. 60. Schneider, B., & Bowen, D. E. (1992). Personnel/human resources management in the service sector. Research in personnel and human resources management, 10(1), 1-30. 61. Schneider, B. (1980). The service organization: climate is crucial. Organizational dynamics, 9(2), 52-65. 62. Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Tests of a causal model. Journal of applied Psychology, 83(2), 150-163. 63. Schneider, B. (1990). The climate for service: An application of the climate construct. Organizational climate and culture, 1, 383-412. 64. Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. Journal of applied Psychology, 90(6), 1217-1227. 65. Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of applied Psychology, 70(3), 423-433. 66. Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Tests of a causal model. Journal of applied Psychology, 83(2), 150-163. 67. Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions: the service encounter. Journal of marketing, 49(1), 99-111. 68. Shamir, B., Zakay, E., Breinin, E., & Popper, M. (1998). Correlates of charismatic leader behavior in military units: Subordinates' attitudes, unit characteristics, and superiors' appraisals of leader performance. Academy of management journal, 41(4), 387-409. 69. Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of managerial psychology, 21(7), 600-619. 70. Tokman, M., Davis, L. M., & Lemon, K. N. (2007). The WOW factor: Creating value through win-back offers to reacquire lost customers. Journal of Retailing, 83(1), 47-64. 71. Tan, T. H., & Lim, Y. K. (2012). Organizational commitment as a moderator of the effect of training on service performance: An empirical study of small to medium-sized enterprises in Malaysia. International Journal of Management, 29(1), 65-76. 72. Tangirala, S., & Ramanujam, R. (2008). Exploring nonlinearity in employee voice: The effects of personal control and organizational identification. Academy of Management Journal, 51(6), 1189-1203. 73. Van Dyne, L., & LePine, J. A. (1998). Helping and voice extra-role behaviors: Evidence of construct and predictive validity. Academy of Management journal, 41(1), 108-119. 74. Voon, B. H., Hamali, J., & Tangkau, J. (2009). Linking service climate to organisational performance: Evidence from Sarawak. International Journal of Business and Society, 10(1), 18-26. 75. Walumbwa, F. O., Peterson, S. J., Avolio, B. J., & Hartnell, C. A. (2010). An investigation of the relationships among leader and follower psychological capital, service climate, and job performance. Personnel psychology, 63(4), 937-963. 76. Wu, W., Tang, F., Dong, X., & Liu, C. (2015). Different identifications cause different types of voice: A role identity approach to the relations between organizational socialization and voice. Asia Pacific Journal of Management, 32(1), 251-287. 77. Yeh, C. W. (2009). Service climate, professional commitment and job performance of flight attendants in Taiwan. Journal of Air Transport Management, 15(5), 259-260. 78. Yuan, C. K., & Lee, C. Y. (2011). Exploration of a construct model linking leadership types, organization culture, employees performance and leadership performance. Procedia-Social and Behavioral Sciences, 25, 123-136. 79. Yeh, C. W. (2012). Relationships among service climate, psychological contract, work engagement and service performance. Journal of Air Transport Management, 25, 67-70.
|