頁籤選單縮合
題 名 | Goal Orientation, Service Behavior and Service Performance |
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作 者 | Chien, Chun-cheng; Hung, Shuo-tsung; | 書刊名 | Asia Pacific Management Review |
卷 期 | 13:2 2008.06[民97.06] |
頁 次 | 頁513-529 |
分類號 | 496.7 |
關鍵詞 | Performance goal orientation; Learning goal orientation; Customer-oriented behavior; Organizational citizenship behavior; Service performance; |
語 文 | 英文(English) |
英文摘要 | Based on the traditional service triangle, this study proposes a conceptual model of the relationships between goal orientation, service behavior and service performance in order to examine antecedents and consequences of service behavior at the individual level. Data from 271 personal finance specialists and medical assistants show the customer oriented behavior positively correlated with organizational citizenship behavior. Both forms of behavior in turn are positively related to service performance, while service employees who possess higher learning goal orientation show more customer-oriented and organizational citizenship behaviors. Performance goal orientation is positively related to the former, yet may be negatively related to the latter. Managerial implications and directions for future research are discussed. |
本系統中英文摘要資訊取自各篇刊載內容。