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頁籤選單縮合
題名 | The Relationship between Organizational Identification, Organizational Commitment and Customer-oriented Service Behavior in Rojjanin Garage=組織認同、組織承諾與顧客導向服務行為關係之研究--以Rojjanin Garage公司為例 |
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作者 | 蔡政宏; 卓美; | 書刊名 | 全球商業經營管理學報 |
卷期 | 10 2018.09[民107.09] |
頁次 | 頁109-119 |
分類號 | 494.2 |
關鍵詞 | 組織認同; 組織承諾; 顧客導向服務行為; Organizational identification; Organizational commitment; Customer-oriented service behavior; |
語文 | 英文(English) |
中文摘要 | 從群體行為的心理與社會觀點來看,組織行為在個人與組織間的關係,及其對員工態度與行為如何影響的相關議題已經逐漸受到重視。本研究根據組織行為、心理學與管理相關的文獻提出一系列相關的假設。本研究目的在於驗證組織認同、組織承諾與顧客導向服務行為間的關係,此研究架構將有益於組織了解並改善員工如何透過認同進而影響其對組織的行為。本研究針對Rojjanin Garage這家公司的員工為抽樣對象,共回收102份問卷。研究結果顯示組織認同對組織承諾有正向顯著的影響性,而組織認同與組織承諾再進而對顧客導向的服務行為產生正面的影響。此研究可協助組織了解如何透由組織認同強化組織服務績效並提升員工與顧客互動的效益。 |
英文摘要 | Concerned with the psychological and sociological aspects of group behavior. Organizational behavior raises the question of how attitudes and behavior are influenced by psychological relationship between the individual and the organization. This study offers a series of propositions derived from prior study related to the field of organizational behavior, psychology and management. The purpose of the study is to examine the relationship among organizational identification, organizational commitment and customer-oriented service behavior. The constructed framework will be useful for organization to understand and improve employees' behavior toward their organization through identification. A total of 102 questionnaires were collected from the Rojjanin Garage. The result shows that the organizational identification is positive significantly impact organizational commitment, and both of that further influence customer-oriented service behavior together. The study helps organizations understand what can help their performance better and know the interaction between their employees and customer. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。