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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 任立中 | |
| dc.contributor.author | Fan-Hsiu Hsu | en |
| dc.contributor.author | 徐凡修 | zh_TW |
| dc.date.accessioned | 2021-06-13T02:09:52Z | - |
| dc.date.available | 2008-07-16 | |
| dc.date.copyright | 2007-07-16 | |
| dc.date.issued | 2007 | |
| dc.date.submitted | 2007-06-26 | |
| dc.identifier.citation | 參考文獻
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/30600 | - |
| dc.description.abstract | 由於服務之不可分割性，當顧客參與服務過程中並與服務人員產生互動，會對服務人員的工作投入有正向的影響。本研究透過文獻探討發展研究架構並訂定問卷量表，藉由控制員工人格特質、主管行為、工作特徵等前置變數，探討顧客參與行為對員工工作投入之間的關係。
首先針對量表做驗證性因素分析，檢測模式適配度。其次運用層級迴歸分析探討顧客參與及其四個子構面對工作投入之關係。最後利用典型相關分析探討顧客參與及控制變數的關聯性。 本研究發現： (1)顧客參與行為對員工工作投入有顯著的正向影響。 (2)顧客參與的四個子構面，親密的夥伴關係、任務導向、資訊共享、目標導向均對員工工作投入有顯著的正向影響。 (3)顧客和員工的相互溝通，給予讚賞，把員工當自己的朋友一樣對待，這些屬於心理層面的互動感覺，其實能帶給員工最大的鼓舞，給予員工內在的報酬，能最有效提高員工的工作投入。 (4)顧客參與及員工人格特質、主管行為、工作特徵等控制變數之間存在高度關聯性。 | zh_TW |
| dc.description.abstract | In this paper, we explore the relationship between customer participation and job involvement. Through the literature review, we first build up the conceptual framework to verify the direct effects on the relationship, and then, we analyzed and examined the cause-effect through questionnaire investigation. Finally, the suggestion would be provided for the service provider.
This study empirically examines the relationship between customer participation and job involement. In addition, this paper speculates that the correlation among customer participation and antecedents(personality, supervisor behavior and job characteristics). The conclusions are as follows: (1)The customer participation has significant effect on job involvement. (2)Four subfactors of customer participation, close association, task oriented, information sharing and objective oriented have significant effects on job involvement. (3)The psychological interaction emotion between customers and salespersons can highten the job involvement most effectly. (4)There are high-level correlations among customer participation and the three antecedents. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-13T02:09:52Z (GMT). No. of bitstreams: 1 ntu-96-R94724040-1.pdf: 510950 bytes, checksum: c2a3a2494284840cb9f83974fdfc5e69 (MD5) Previous issue date: 2007 | en |
| dc.description.tableofcontents | 目錄
誌謝辭……………………………………………………………… I 中文摘要……………………………………………………………II 英文摘要……………………………………………………………III 目錄…………………………………………………………………IV 表次…………………………………………………………………VI 圖次…………………………………………………………………VIII 第一章 緒論………………………………………………………… 1 第一節 研究背景與動機 ……………………………………………1 第二節 研究目的 ……………………………………………………3 第三節 研究範圍 ……………………………………………………4 第四節 研究流程 ……………………………………………………5 第二章 文獻探討…………………………………………………… 7 第一節 顧客參與 ……………………………………………………7 第二節 工作投入……………………………………………………22 第三節 工作投入的前置變數………………………………………32 第三章 研究方法……………………………………………………39 第一節 研究架構……………………………………………………39 第二節 研究假設……………………………………………………41 第三節 研究變數定義與衡量………………………………………44 第四節 研究設計……………………………………………………52 第五節 資料分析方法………………………………………………55 第四章 資料分析……………………………………………………60 第一節 資料分析流程………………………………………………60 第二節 基本資料分析………………………………………………61 第三節 衡量模式分析………………………………………………62 第四節 顧客參與及工作投入之關係………………………………80 第五節 顧客參與及控制變數之關聯分析…………………………90 第五章 結論與建議…………………………………………………98 第一節 研究結論……………………………………………………98 第二節 研究建議與管理意涵…………………………………… 102 第三節 研究限制………………………………………………… 104 第四節 後續研究建議…………………………………………… 105 參考文獻 ………………………………………………………… 106 附錄:研究問卷…………………………………………………… 112 | |
| dc.language.iso | zh-TW | |
| dc.title | 服務業顧客參與行為與員工工作投入之相關研究 | zh_TW |
| dc.title | Customer Participation and Job Involvement In the Service Industry | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 95-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 劉祥熹,陳厚銘 | |
| dc.subject.keyword | 顧客參與,工作投入,驗證性因素分析,層級迴歸分析,典型相關分析, | zh_TW |
| dc.subject.keyword | Customer participation,Job involvement,Confirmatory Factor Analysis,hierarchical regression analysis,Canonical correlation analysis, | en |
| dc.relation.page | 111 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2007-06-27 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 國際企業學研究所 | zh_TW |
| 顯示於系所單位： | 國際企業學系 | |
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