Basic Search / Detailed Display

Author: 陳玉㚬
CHEN, Yu-Yun
Thesis Title: 內部行銷、工作滿足對組織承諾影響之研究-以C外商保險公司電話行銷部門為例
The Effects of Internal Marketing and Job Satisfaction on Organizational Commitment Take the Telemarketing Department of (C) Foreign Insurance Company for Example
Advisor: 黃能堂
Huang, Neng-Tang
Degree: 碩士
Master
Department: 科技應用與人力資源發展學系
Department of Technology Application and Human Resource Development
Thesis Publication Year: 2014
Academic Year: 102
Language: 中文
Number of pages: 175
Keywords (in Chinese): 內部行銷工作滿足組織承諾
Keywords (in English): Internal Marketing, Job Satisfaction, Organization Commitment
Thesis Type: Academic thesis/ dissertation
Reference times: Clicks: 287Downloads: 0
Share:
School Collection Retrieve National Library Collection Retrieve Error Report
  • 人力是組織當中最重要的競爭因素,造成員工對組織的忠誠程度與投入程度中的組織承諾就顯得格外重要,高組織承諾的組織成員對於組織所發展出情感上的認同,使員工自然地依附在組織中,進而產生自願為了組織付出與留任的動機。然而,組織為了提升員工的組織承諾與工作滿足,對員工進行內部行銷作為,想藉此提高員工的忠誠度,讓組織留住人才,避免人才流失。本研究的目的為探討內部行銷與組織承諾之間的關係,並以工作滿足為中介。
    本研究採用問卷調查法,利用C外商保險公司之電話行銷人員為問卷施測對象,以普查方式發放問卷。本研究針對100位電話行銷人員進行研究,有效問卷回收共90份,有效問卷回收率為90%,並於回收後使用描述性統計分析、信度分析、變異數分析以及迴歸分析。資料經統計分析獲得結論 : 內部行銷與工作滿足對組織承諾有顯著正向影響;且內部行銷對工作滿足有顯著正向影響;而工作滿足對內部行銷影響組織承諾有部分中介效果。

    Manpower is the most important item of competition in organization .Therefore, organizational commitment, the driving force of employee loyalty and employee engagement has become ever more critical. However, organizations may conduct internal marketing in an attempt to increase employee commitment and job satisfaction. The research is to study the relationship between internal marketing and organizational commitment, and set job satisfaction as an intermediary.
    The research used the questionnaire survey procedure, with telemarketing staffs of (C) foreign company as object of census. In this research, the total sample is 100 telemarketing staffs. The effective questionnaires are 90 copies, and the valid return rate was 90%. After that, using descriptive statistics, reliability analysis, analysis of variance and regression analysis to analyze the data. After statistic analyzing of the data, the researchers found the important conclusions: internal marketing and job satisfaction have a significant positive impact on organizational commitment; and internal marketing has a significant positive impact on job satisfaction; And job satisfaction have the mediating effect about internal marketing impact the organizational commitment.

    中文摘要···············································································i 英文摘要············································································· iii 目 錄·············································································· v 表 次············································································ vii 圖 次············································································· ix 第一章 緒論 ········································································ 1 第一節 研究背景與動機··················································· 1 第二節 研究目的與待答問題············································· 5 第三節 研究範圍與限制··················································· 9 第四節 重要名詞釋義·····················································11 第二章 文獻探討································································ 13 第一節 內部行銷之定義與內涵········································ 13 第二節 工作滿足之相關理論與意涵·································· 31 第三節 組織承諾的相關理論與內涵·································· 53 第四節 各變項間之相關性·············································· 77 第三章 研究設計與實施······················································· 85 第一節 研究架構與假設················································· 85 第二節 研究變項·························································· 87 第三節 研究方法·························································· 90 第四節 研究步驟·························································· 91 第五節 研究對象·························································· 94 第六節 研究工具·························································· 96 第七節 資料分析························································· 108 第四章 研究發現與討論 ······················································ 109 第一節 描述性統計分析················································109 第二節 研究變項之信度分析··········································113 第三節 相關分析·························································114 第四節 迴歸分析·························································116 第五節 工作滿足中介效果驗證分析··································119 第六節 研究假設結果摘要·············································123 第五章 結論與建議····························································125 第一節 研究結論 ·························································125 第二節 研究建議·························································129 參考文獻···········································································133 一、中文部分·······························································133 二、外文部分·······························································144 附 錄···········································································155 附錄一 內部行銷、工作滿足對組織承諾影響之研究問卷初稿··············157 附錄二 問卷內容效度專家審查名單·············· 162 附錄三 內部行銷、工作滿足對組織承諾影響之研究問卷修正 對照表·············· 163 附錄四 內部行銷、工作滿足對組織承諾影響之研究問卷··············171

    一、中文部分
    丁虹(1987)。企業文化與組織承諾之關係研究。國立政治大學企業管理研究所博士論文,未出版,臺北市。
    方世榮(2009)。關係行銷。臺北市:五南。
    毛筱艷(2008)。組織承諾對工作生活品質與離職傾向間關係之干擾效果。北商學報,13(1),81-96。
    王啟洲(2005)。內部行銷知覺、工作滿足、組織承諾與工作績效結構關係之研究-以壽險業為例。國立中正大學企業管理學系碩士論文,未出版,嘉義市。
    王翠品(2002)。內部行銷作為、工作滿足、與離職傾向關係之研究-以H連鎖娛樂事業為例。國立中山大學人力資源管理研究所碩士論文,未出版,高雄市。
    白景文(1997)。工作價值觀、領導型態與工作滿意度之相關性研究─以研華集團為例。國立台灣師範大學工業科技教育研究所碩士論文,未出版,臺北市。
    牟鍾福(2002)。國中體育教師組織正義與組織信任對組織承諾影響之研究。國立臺灣師範大學教育學系,未出版,臺北市。
    何幸霞(2005)。玄奘大學在職行政人員離職意願之研究。玄奘大學公共事務管理學系碩士論文,未出版,新竹市。
    余安邦(1990)。企業組織中員工離職行為之研究。國立台灣大學心理研究所碩士論文,未出版,臺北市。
    吳三江(2002)。醫療業內部行銷與員工之顧客導向行為相互關係之探討─以高雄市立醫院為例。人力資源管理學報,2(1),99-117。
    吳秉恩(1991)。組織行為學。臺北市:華泰。
    巫喜瑞(2001)。服務業內部行銷導向、組織支持、工作滿足與顧客導向間關係之研究-銀行業之例。國立中山大學企業管理研究所博士論文,未出版,高雄市。
    李元墩、陳啟光、鍾志明、林育理(2000)。台灣企業員工組織承諾衡量之研究。載於私立銘傳大學舉辦之「展望新世紀國際學術」研討會論文集,臺北市。
    李是惠(2002)。內部行銷作為影響顧客導向行為之研究─以S公司量販店為例。國立中山大學人力資源管理研究所碩士論文,未出版,高雄市。
    李祥銘(2009)。我國金融產業購併後組織認同與組織承諾之研究。國立臺北大學經濟學系博士論文,未出版,臺北市。
    汪芳國(1994)。業務人員來來去去壽險業務高高低低。現代保險雜誌,62(1),31-34。
    沈洸洋(2002)。非營利組織志工內部行銷之研究。義守大學企業管理學系碩士論文,未出版,高雄市。
    沈洸洋(2002)。非營利組織志工內部行銷之研究。義守大學碩士論文,未出版,高雄市。
    沈進成、王銘傑(2004)。工作士氣對工作績效影響關係之研究─以工作壓力為干擾變項。經營管理叢論,3(1),81-98。
    沈進成、張延蓉(2002)。內部行銷、組織承諾、工作滿足與顧客導向服務關係之研究─以主題遊樂園為例。旅遊管理研究,2(2),79-99。
    林文英(2009)組織倫理氣候影響教育人員工作績效及兼任行政意願之因果模式分析-以臺北市立國民中學為例。銘傳大學公共事務學系在職專班學位論文,未出版,臺北市。
    林月盛(2003)。國民中學教改壓力、組織衝突、權力運用與組織承諾關係之研究。,國立高雄師範大學人力資源管理學系博士論文,未出版,高雄市。
    林必寬(2007)。領導風格與內部行銷對工作滿意度影響之研究-以某連鎖式便利商店嘉南區門市為例。國立成功大學工業與資訊管理學系專班碩士論文,未出版,臺南市。
    林良楓(1984)。會計師事務所查帳員工作滿足與組織承諾之研究。國立政治大學會計研究所碩士論文,未出版,臺北市。
    林俊傑(2007)。組織承諾的理論與相關研究之探討。學校行政,51(1),35-53。
    林俊瑩(2010)。工作滿意度、組織承諾與離職意圖:中小學教師與其他職業之比較。教育實踐與研究,23(1),1-30。
    林鉦棽(1999)。組織承諾、工作滿足與組織公民行為之研究:各種不同理論模式之比較。中山管理評論,7(4),1049-1073。
    林鉦棽(2003)。以組織承諾及工作滿足為實徵切入分析組織公民行為與員工工作考績之結構模式比較。人力資源管理學報,3(2),93-113。
    林韶瑩(2003)。員工績效與員工滿意度之關聯性研究-以某電子公司為例。中原大學工業工程學研究所碩士論文,未出版,桃園市。
    林蕙蓮(2007)。在職進修成人職場靈性觀與工作價值觀對組織承諾影響之研究。國立中正大學成人及繼續教育學系博士論文,未出版,嘉義縣。
    邱宜珊(2007)。觀光旅館業員工的工作生活品質與組織承諾之探討。南華大學旅遊事業管理研究所碩士論文,未出版,嘉義。
    邱春堂(2010)。國民小學校長社會資本、教導型領導與教師組織承諾關係之研究。國立臺北教育大學教育學系博士論文,未出版,臺北市。
    邱馨儀(1995)。國民小學學校組織文化與教師組織承諾關係之研究。台北市立師範學院初教研究所碩士論文,未出版,臺北市。
    姜定宇、鄭伯壎(2003)。組織忠誠、組織承諾、及組織公民行為研究之回顧與前瞻。應用心理研究,19(1),175-209。
    柯惠玲(1989)。工作滿足、工作績效與離職傾向之研究。國立政治大學企業管理研究所碩士論文,未出版,臺北市。
    柯惠玲(1993)。個人特質、事業發展環境與組織承諾之研究。國立政治大學企業管理研究所博士論文,未出版,臺北市。
    胡瓊泰(2000)。工作生活品質、組織承諾與組織公民行為之相關性研究-以高科技產業為例。國立中山人力資源管理研究所碩士論文,未出版,高雄市。
    孫進發(2004)。員工對組織變革認知、轉業訓練、組織承諾與工作滿足關係之研究:以台糖公司為例。長榮大學經營管理研究所碩士論文,未出版,新北市。
    孫傳宗(2004)。內部行銷作為、員工角色壓力、組織承諾與工作滿足間關係之研究—以銀行業為例。南台科技大學企業管理學系碩士論文,未出版,臺南市。
    翁進勳(2002)。台北市國民小學校警工作滿意度與服務士氣關係之研究。國立台北師範學院國民教育研究所碩士論文,未出版,臺北市。
    財團法人保險事業發展中心(2013)。保險專業研究。2013年6月1日,取自https://fsr.tii.org.tw/iiroc/fcontent/research/research01.asp
    康譽瓊(2001)。內部行銷作為、行為評估、工作滿足和顧客導向之研究—以證券營業員為例。國立中山大學企業管理學系碩士論文,未出版,高雄市。
    張世平(2006)。內部行銷作為、員工工作滿意與員工顧客導向行為之研究-以國泰世華銀行台中地區員工為研究對象。國立嘉義大學管理學院碩士在職專班碩士論文,未出版,嘉義市。
    張永政(1992)。學校專任運動教練工作價值觀與組織承諾關係之研究。台灣體育學院體育研究所碩士論文,未出版,新北市。
    張志毓(1996)。國民小學學教師組織承諾與專業承諾研究。國立台北師範學院教育研究所碩士論文,未出版。臺北市。
    張延蓉(2003)。內部行銷、工作滿足、組織承諾與顧客導向服務關係之研究—以主題遊樂園為例。南華大學碩士論文,未出版,嘉義縣。
    張松茂(2001)。多角化金融集團員工認知、內部行銷與組織承諾之關係-以國泰人壽保險公司之業務體系為例。逢甲大學保險學研究所碩士論文,未出版,臺中市。
    張品芬(1995)。高雄地區國民小學學教師組織文化知覺、學校環境特性與教師組織承諾程度關係之研究。國立台南師範學院初等教育研究所碩士論文,未出版,臺南市。
    張瑞春(1997)。組織變革中組織氣候對工作投入、組織承諾及工作滿足影響之研究-以中國石油公司高雄營業處為例。國立中山人力資源管理研究所碩士論文,未出版,高雄市。
    張嘉娟(2003)。員工內部行銷知覺、企業文化差異知覺與組織承諾之關聯性研究-以集團企業子公司員工為研究對象。中原大學企業管理學系碩士學位論文,未出版,桃園縣。
    張嘉真(2005)。內部行銷與企業文化對工作績效之結構化模式分析-以組織承諾與工作滿足為中介變數。南台科技大學行銷與流通管理系碩士論文,未出版,臺南市。
    莊文玟(2005)。內部行銷、工作滿足及離職傾向關係之研究-以國際觀光旅館餐飲部門為例。朝陽科技大學休閒事業管理系碩士論文,未出版,臺中縣。
    許士軍(1977)。工作滿足、個人特徵與組織氣候-文獻探討與實證研究。國立政治大學學報,三十五(1),13-56。
    郭振生(2003)。內部行銷導向、組織承諾、工作滿意與學校效能關係之研究-以台南地區國民小學為例。南華大學管理研究所碩士論文,未出版,嘉義縣。
    陳人豪(2001)。兩岸員工工作價值觀與工作特性對工作態度之影響。國立中央大學人力資源管理研究所碩士論文,未出版,桃園市。
    陳文宗(2003)。內部行銷與領導風格對工作滿意度及顧客導向行為影響之研究-以桃園縣消防局為例。元智大學管理研究所碩士論文,未出版,桃園縣。
    陳吳政(1992)。組織文化、領導行為、工作滿足與組織承諾之關係研究-以嘉南地區銀行為例。國立成功大學企業管理研究所碩士論文,未出版,臺南市。
    陳怡君(2001)。職業學校校長領導行為與教師組織承諾關係之研究。國立彰化師範大學工業教育學系碩士論文,未出版,彰化市。
    陳金水(1989)。國民中學教師制握信念、工作經驗與組織承諾之關係。國立高雄師範大學教育研究所碩士論文,未出版,高雄市。
    陳淑貞(2011)。工作輪調對工作滿足及組織承諾相關性之探討─以玄奘大學為例。玄奘大學公共事務管理學系碩士論文,未出版,新竹市。
    陳彰儀譯(2006)。M. M. Paul著。工作心理學(Working Psychology)。臺北市:雙葉。
    陸鵬程(1981)。大臺北地區加油站員工工作滿足與組織承諾之探討。國立政治大學企業管理研究所碩士論文,未出版,臺北市。
    創業網(2013)。電話行銷業務介紹。2013年6月1日,取自http://www.0800000601.com/tw/telemarketing.asp
    彭駕騂(1997)。台灣工業結構改變中勞工工作滿意度與員工輔導之研究。台灣省立教育學院輔導學報,2(2),211-245。
    曾南薰(1998)。我國教師組織承諾之整合分析。國立嘉義師範學院國民教育研究所碩士論文,未出版,嘉義市。
    游宏智(1997)。利潤分享制度對員工工作態度影響之研究。私立中原大學企業管理所碩士論文,未出版,桃園縣。
    游倬奇(2005)。內部行銷、顧客導向、組織承諾與工作滿足相關性研究-以典型、非典型聘僱餐飲服務人員為例。世新大學企業管理學系碩士論文,未出版,臺北市。
    黃秋萍(2005)。內部行銷、勞資關係氣氛對組織承諾、情緒勞動與顧客導向行為之關聯性研究。南華大學行銷與流通管理系碩士論文,未出版,臺南市。
    黃國隆(1986)。中學教師的組織承諾與專業承諾。國立政治大學學報,53(1),55-84。
    黃營杉、齊德彰(2004)。企業倫理、社會責任與慈善公益作為之研究-以台灣高科技電子產業為例。人文暨社會科學期刊,1(2),65-82。
    葛建培(2008)。訓練品質、組織承諾與組織績效關聯性之研究。國立臺灣師範大學工業科技教育學系博士論文,未出版,臺北市。
    詹萬廷(2002)。彰化縣國民小學校長行政決定方式對教師組織承諾影響之研究。臺中師範學院國民教育研究所碩士論文,未出版,臺中市。
    鄞惠君(2002)。海陸輪調制度對海陸勤人員工作滿足與組織承諾之相關探討─以A公司海陸勤人員為例。國立中山大學企業管理學系碩士論文,未出版,高雄市。
    齊德彰(2003)。服務業內部行銷策略導向、工作滿足與工作績效之關係─臺灣國際觀光旅館為實證。國立台北大學企業管理學系博士論文,未出版,臺北市。
    齊德彰(2004)。服務業內部行銷策略導向、工作滿足與工作績效之關係-台灣國際觀光旅館為實證。國立台北大學企業管理研究所博士論文,未出版,臺北市。
    劉春榮(1993)。國民小學組織結構、組織承諾與學校效能關係研究。國立政治大學教育研究所博士論文,未出版,臺北市。
    劉春榮(1993)。國民小學組織結構、組織承諾與學校效能關係研究。國立政治大學教育研究所博士論文,未出版,臺北市。
    劉秋梅(2002)。高雄港務局組織變革中員工工作態度之研究。國立中山大學企業管理學系研究所碩士論文,未出版,高雄市。
    劉祥得、翁興利(2007)當前我國公務人員工作滿意度、工作屬性、工作系絡之因果分析。公共行政學報,22(1),71-110。
    劉鐘智(2003)。內部行銷及加盟者之工作滿意度與顧客導向關係之研究-以統一超商為例。雲林科技大學企業管理研究所碩士論文,未出版,雲林縣。
    蔡坤宏(1999)。工作滿足與離職意圖關係之回顧:Meta分析。輔仁管理評論,6(1),21-36。
    蔡寬信(1993)。國民小學學校組織氣候、教師內外控信念與教師組織承諾關係之研究。國立政治大學教育研究所碩士論文,未出版,臺北市。
    鄧顯華(2003)。內部行銷、組織承諾與服務品質關係之探討-以海軍某修護工廠為例。國立中山大學企業管理學系碩士論文,未出版,高雄市。
    盧美月(1998)。大陸台商企業經理人工作滿意度之研究。國立中山大學人力資源管理研究所碩士論文,未出版,高雄市。
    盧香如(2006)。大學行政人員內部行銷、工作滿足及工作績效之關聯性研究-以某大學為例。高苑科技大學經營管理研究所碩士論文,未出版,苗栗縣。
    盧瑞陽(1993)。組織行為:管理心理導向。臺北市:華泰。
    蕭富峰(1997)。內部行銷,臺北市:天下文化。
    薛皓(2005)。內部行銷、工作滿足與組織承諾關係之研究-以東森電視台為例。銘傳大學企業館理學系碩士論文,未出版,臺北市。
    謝宜倩(2002)。國民小學教師對學校人力資源管理之執行成效與知覺及其組織承諾關係之研究。國立台北師範學院國民教育研究所碩士論文,未出版,臺北市。
    謝金青(1992)。國民小學政兼職教師角色衝突與工作滿意之研究。國立臺灣師範大學教育研究所碩士論文,未出版,臺北市。
    鍾春英(2007)。內部行銷、組織承諾與服務態度間關係之研究-以高雄市稅捐稽徵處為例。國立高雄應用科技大學碩士論文,未出版,高雄市。
    韓建玲(1998)。內部行銷對顧客導向行為影響之研究-以民營銀行為例。國立中山大學人力資源管理研究所碩士論文,未出版,高雄。
    簡竹屏(2005)。內部行銷、顧客導向、工作滿足關係之研究-公、民營企業之比較。朝陽科技大學企業管理系碩士論文,未出版,臺中縣。
    顏亞盈(2009)。內部行銷與工作價值觀對員工的工作滿足與工作績效影嚮之研究─以某咖啡連鎖店為例。淡江大學管理科學研究所碩士論文,未出版,新北市。
    蘇緯智(2004)。角色衝突、角色模糊、工作滿足與工作績效關係之研究─以南山、國泰、安泰壽險公司業務人員為例。萬能科技大學碩士論文,未出版,桃園縣。
    鐘志明(2000)。企業文化、員工工作價值觀及組織承諾之關聯性研究-以台灣地區主要集團企業為例。國立政治大學教育研究所碩士論文,未出版,臺北市。

    二、外文部分
    Adams J. S. (1963). Toward an understanding of inequity. Journal of Abnormal and Social Psychology, 67(5), 422-436.
    Ahmed, P. K., Rafiq, M., & Saad, N. M. (2003). Internal marketing and the mediating role of organization competencies. European Journal of Marketing, 37(9), 1221-1241.
    Alderfer, C. P. (1972). Existence relatedness and growth need in organizational setting. New York: The Free Press.
    Allen, N. J., & Meyer, J. P. (1990). The measurement and antecedents of affective continuance and normative commitment to the organization. Journal of Occupational Psychology, 63(1), 1-18.
    Angle, H. L., & Perry, J. L. (1981). An empirical assessment of the organization commitment and organization effectivene. Administrative Science Quarterly, 26(1), 1-14.
    Arnett, D. B., Laverie, D. A., & McLane, C. (2002). Using job satisfaction and pride as internal-marketing tools. Cornell Hotel and Restaurant Administration Quarterly, 43(2), 87-96.
    Bak, C. A., Vogt, L. H., George, W. R., & Greentree, I. R. (1994). Management by team: An innovative tool for running a service organization through internal marketing. Journal of Services Marketing, 8(1), 37-47
    Becker, H. S. (1960). Notes on the Concept of Commitment. American Journal of Sociology, 66(2), 132-140.
    Berry, L. L. (1981). The employee as Customer. Journal of Retail Marketing, 3(1), 25-28.
    Berry, L. L., & Parasuraman, A. (1991). Marketing services: Competing through quality. New York: Free Press.
    Buchanan, V. (1974). Building organization commitment. Administrative Science Quarterly, 19(3), 533-546.
    Buitendach, J. H., & Witte, H. D. (2005). Job insecurity, extrinsic and intrinsic job satisfaction and affective organisational commitment of maintenance workers in a parastatal. South African Journal of Business Management, 36(2), 27-37.
    Cahill, D. J. (1996). Internal marketing: Your company`s next stage of growth. Binghamton, London: Haworth Press.
    Campbell, J. P. (1970). Managerial behavior, performance,effectiveness. New York: McGraw-Hill.
    Cole, M. S., & Bruch, H. (2006). Organizational identity strength, identification, and commitment and their relationships to turnover intention: Does organizational hierarchy? Journal of Organization Behavior, 27(3), 585-605.
    Conduit, J., & Mavondo, F. T. (2001). How critical is internal customer orientation to market orientation. Journal of Business Research, 51(1), 11-24.
    Cooper, J., & John C. (2000). Internal marketing: A competitive strategy for the long-term care industry. Journal of Business Research, 3(1), 177-181.
    Cron, W. L., & John, W. S. (1986). The influence of career stages on salespeople's job attitudes: Work perception, and performance. Journal of marketing research, 2(1), 1l9-129.
    Davis, H. (1977). Human behavior at work: organizational behavior. New York: McGraw-Hill.
    Davis, R. C. (1951). The fundamentals of top management. New York: Harper & Row.
    Deshpande, L., & Satish, P. (1996). The impact of ethical climate types on facets of jobsatisfaction: An empirical investigation. Journal of Business Ethics,15(6), 655-660.
    Dessler, G. (1980). Human behavior improving performance at work. Englewood Cliffs, NJ: Prentice-Hall.
    Etzioni, A. (1961). A comparative analysis of complex organizations. New York: Free Press.
    Farkas, A., & Tetrick, L. E. (1989). A three-wave longitudinal analysis of the causal ordering of satisfaction and commitment on turnover decision. Journal of Applied Psychology, 74(4), 855-868.
    Farnell, D., & Rusbult, C. E. (1981). Exchange variables as predictors of job satisfaction, job commitment and turnover: The impact of reward, cost, alternatives and investment. Organizarional Behavior and Human Performance, 28(1), 120-126.
    Ferris, K. R., & Aranya, N. (1983). A comparison of two organizational commitment scales. Personnel Psychology, 36(1), 87-98.
    Flipo, P. J. (1986). Service firms: Interdependence of external and internal marketing strategies. Journal of European Marketing, 20(8), 55-68.
    George, W. R., & Gronroos, C. (1989). Developing customer-conscious employees at every level-internal marketing. In C. A. Congram & M. L. Friedman (eds.), Handbooks of Services Marketing (pp. 150-174). New York: Amacom.
    George, W. R. (1977). The retailing of services: A challenging future. Journal of Retailing, 53(3), 85-97.
    George, W. R. (1990). Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level. Journal of Business Research, 20(1), 63-70.
    Greene, W. E., Walls, G. D., & Schrest, L. J. (1994). Internal marketing: The key to external marketing success. Journal of Services Marketing, 8(4), 5-13.
    Gronroos, C. (1981). Internal-marketing: An integral part of marketing theory. In J. H. Donnelly & W. E. George (Eds.), Marketing of Science (pp. 236-238). Chicago, IL: American Marketing Association.
    Gronroos, C. (2000). Service management and marketing: A customer relationship management approach. New York: Wiley
    Gronroos, C. (1994). From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Management Decision, 32(2), 4-22.
    Grusky, O. (1966). Career mobility and organzational commitment. Administrative Sciencel Quarterly, 10(4), 488-503.
    Gummesson, E. (1992). Using internal marketing to develop a new culture: The case of ericsson quality. Journal of Business and Industrial Marketing, 2(3), 23-28.
    Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60(2), 159-170.
    Hall, D. T., Schneider, B., & Mugren, H. T. (1970). Personal factors in organizational identification. Administrative Science Quarterly, 15(1), 176-190.
    Herzberg, F. (1968). One more time: How do you motivate employees? Harvard Business Review, 3(1), 53-62.
    Herzberg, F. (1966). Work and the nature of man. Cleveland, OH: The World Publishing.
    Herzberg, F., Mausner, B., & Snyderman. B. (1959). The motivation to work. New York : Johnson Wiley & Sons.
    Heskett, J. L., Jones, T. O., Lovemen, G. W., Sasser, E. W., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164-174.
    Hoppock, R. (1935). Job Satisfaction. New York: Harper & Brothers.
    Hrebiniak, L.G., & Alutto, J. A. (1972). Personal and role-related factors in the development of organizational commitment. Administrative Science Quarterly, 17(3), 555-573.
    Hwang, I. S., & Chi, D. J. (2005). Relationships among internal marketing,employee job satisfaction and international hotel performance: An empiricalstudy. International Journal of Management, 22(2), 285-293.
    Jackofaky, E. F. (1984). Turnover and job performance: An integrated process model. Academy of Management Review, 9(1), 24-43.
    Johnson, E. M., & Seymour, D. T. (1985). The impact of cross selling on the selling. Journal of Management, 14(4), 547-557.
    Johnson, E. M., Scheuing, E. E., & Gaida K. A. (1986). Profitable services marketing. Homewood, IL: Dow-Jones Irwin.
    Joseph, W. B. (1996). Internal marketing builds service quality. Journal of Health Care Marketing, 16(1), 54-59.
    Kanter, R. M. (1968). Commitment and social organization: A study of commitment mechanisms in utopian communities. American Sociological Review, 33(4), 499-517.
    Koch, J. L., & Steers, R. M. (1978). Job attachment, satisfaction, and turnover among public sector employees. Journal of Vocational Behavior, 12(1), 119-128.
    Kohli, A. L., & Jaworski, B. J. (1990). Market orientation: The construct, research propositions and management implications. Journal of Marketing, 54(1), 1-18.
    Kotler, P., & Armstrong, G. (1991). Principles of marketing. Englewood, NJ: Prentice-Hall.
    Kotler, P. (1980). Marketing management: Analysis, planning and control. Englewood Cliffs, NJ: Prentice-Hall.
    Kotler, P. (2000). Marketing management: The millennium edition. Englewood Cliffs, NJ: Prentice Hall.
    Kotler, P. (1972). A generic concept of marketing. Journal of Marketing, 36(2), 46-54.
    Kowalski, E., & Walley, P. (1993). Employee receptivity to total quality. The International Journal of Quality& Reliability Management, 10(1), 23-38.
    Kuo, Y. F., & Chen, L. S. (2004). Individual demographic differences and job satisfaction among information technology personnel: An empirical study in taiwan. International Journal of Management, 21(2), 221-231.
    Kushman, J. W. (1992). The organizational dynamics of teacher workplace commitment: A study of urban elementary and middle schools. Educational Administration Quarterly, 28(1), 5-42.
    Lcooper, I., & Locke, E. A. (1969). What is job satisfaction? Organizational behavior and human performance, 4(3), 309-336.
    Lings, I. N. (2000). Developing the domain of internal market orientation and its consequences for market orientation and performance. Proceedings of the 10th EIASM Workshop on Quality Management in Services, Birmingham, 1-19.
    Locke, E. A., & Henne, D. (1986),Work motivation theories, In C. L. Cooper & J. Robertson (Eds.), International Review of Iindustrial and Organizational Psychology (pp.1-35). Chichester, England: Wiley.
    Locke, E. A. (1976). The nature and causes of job satisfaction, In M. D. Dunnette (Ed.), Handbook of Industrial and Organizational Psychology (pp.1297-1349). Chicago, IL: Rand McNally.
    Marsh, R. M., & Mannari, H. (1977). Organizational commitment and turnover: A predication study. Administrative Science Quarterly, 22(1), 57-75.
    Martin, A. R. (1992). Creating and maintaining service culture. International Journal of Quality and Reliability Management, 9(1), 9-19.
    Maslow, A. H. (1943). A theory of human motivation. Psychological review, 4(3), 332-396.
    Mathews, B. P., & Shepherd, J. L. (2002). Dimensionality of cook and Wall’s 1980 British organizational commitment scale revisited. Journal of Occupational Organizational Psychology, 75(2), 369-375.
    Mckitterick, J. B. (1957). What is the marketing management concept? In M. B. Frank (Ed.), The frontiers of marketing thought and action (pp.71-82). Chicago, IL: America Marketing Association.
    Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of organizational commitment. Human Resource Management Review, 1(1), 61-89.
    Meyer, J. P., Allen, N. J., & Smith, C. A. (1993). Commitment to organizations and occuoations: Extension and test of a three-component conceptualization. Journal of Applied Psycholog, 78(3), 538-551.
    Mitchell, T. R. (1979). Organizational behavior. Annual Review of psychology, 30(2), 243-281.
    Morris, J. H., & Sherman, J. D. (1981). Generalizability of an organizational commitment model. Academy of Management Journal, 24(3), 512-526.
    Morrow, P. C. (1983). Concept redundancy in organizational research: The case of worker commitment. Academy of Management Review, 8(3), 486-500.
    Mowday, R. T., Porter, L. W., & Steer, R. M. (1982). Employee-organization linkages: The psychology of commitment absenteeism and turnover. San Diego, CA: Jossey-Bass.
    Mowday, R. T., Steers, R. M., & Porter, L. W. (1979). The measurement of organizational commitment. Journal of Vocational Behavior, 14(2), 224-247.
    Ogilvie, J. R. (1986). The role of human resource management practices in predicting organizational commitment. Group & Organization Studies, 11(4), 335-359.
    Piercy, N., & Morgan, N. (1991). Internal marketing: The missing half of the marketing program. Long Range Planning, 24(2), 82-93.
    Porter, L. W., & Lawler, E. E. (1968). What job attitudes tell about motivation. Harvard Business Review, 46(1), 118-126.
    Porter, L. W., & Lawler, E. E. (1968). Managerial Attitudes and Performance. Homewood, IL: Dorsey Press.
    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 Psychological, 59(5), 603-609.
    Reiner, D. M., & Zhao, J. (1999). The determinants of job satisfaction among United States air force security police. Review of Public Personnel Administration, 3(1), 5-18.
    Reyes, P. (1990). Individual work orientation and teacher outcomes. Jorrnal of Educational Research, 83(6), 327-335.
    Richardson, B. A., & Robinson, C. G. (1986). The impact of internal marketing on customer service in a retail bank. The International Journal of Bank Marketing, 4(5), 3-30.
    Robbins, S. P. (1991). Organizational behavior. Englewood Cliffs, NJ: Prentice Hall.
    Robbins, S. P. (1996). Organizational behavior (5th Ed.). Englewood Cliffs, NJ: Prentice Hall.
    Robbins, S. P. (2001). Organizational Behavior (9th Ed.). Englewood Cliffs, NJ: Prentice Hall.
    Salancik, G. R. (1977). Commitment and the control of organizational behavior and belief, In B. Staw & G. R. Salancik (Eds.), New directions in organizational behavior (pp. 135-190). San Frncisco, CA: Jossey- Bass.
    Sasser, W. E. (1976). Match supply and demand in service industries. Harvard Business Review, 54(3), 133-140
    Scheldon, M. E. (1971). Investments and involvements as Mechanisms producing commitment to the organization. Administrative Science Quarterly, 16(1), 142-150.
    Seashore, S. E., & Taber, T. D. (1975). Job satisfaction indicators and their correlates. American Behavioral Scientist, 18(3), 333-368.
    Sergeant, A., & Frenkel, S. (2000). When do customer contact employees satisfy customers? Journal of Service Research, 3(1), 18-34.
    Sheldon, M. E. (1971). Investments and involvements as mechanism producing commitment to the organization. Administrative Science Quarterly, 16(2), 143-153.
    Smith, P. C., Kendall, L. M., & Hulin, C. L. (1969). The measurement of satisfaction in work and retirement. Chicago, IL: Rand McNally.
    Staw,B. M. (1978). Commitment to a policy decision: A multi-theoretical perspective. Administrative Science Quarterly, 23(1), 40-64.
    Steers, R. M., & Porter, L. W. (1979). Motivation and work behavior. New York: McGraw Hill.
    Steers, R. M. (1977). Antecedents and outcomes of organizational commitment. Administrative Science Quarterly, 22(1), 46-56.
    Stevens, J. M., Beyer, J. M., & Trice, H. M. (1978). Assessing personal, role, and organizational predictors of managerial commitment. Academy of Management Journal, 21(3), 380-396.
    Tansuhaj, P., Randall, D., & McCullough, J. (1988). A services marketing management model: Integrating internal and external marketing functions. The Journal of Services Marketing, 2(1), 31-38.
    Thomas, D. R. E. (1978). Strategy is different in service industries. Harward Business Review, 56(4), 158-165.
    Thompson, F. L. (1989). The relationship between leadership style and organizational commitment in selected Wisconsin elementary schools. Dissertation Abstracts International, 51(5), 1472-1501.
    Varey, R. J. (1995). Internal marketing: A review and some interdisciplinary research challenges. International Journal of Service Industry Management, 6(1), 40-63.
    Voydanoff, P. (1980). The implications of work-family relationships for productivity. New York: Work in America Institute.
    Vroom, V. H. (1964). Work and motivation. New York: John Willey & Sons.
    Weiss, D. J., Dawis, R., England G. W., & Lofquist, L. H. (1967). Manual for the Minnesota satisfaction questionnaire. Minnesota Studies on. Vocational Rehabilitation, 22(1), 159-230.
    Wexley, K. N., & Yukl, G. A. (1977). Organizational behavior and personnel psychology. Homewood, IL : Richard D. Irwin.
    Whyte, W. H. (1956). The Organizational Man. New York: Simon and Schuster.
    Wiener, Y. (1982). Commitment in organizations: A normative view. Academy of Management Review, 7(3), 418-428.
    Williams, L. J., & Hazer, J. T. (1986). Antecedents and consequence of satisfaction and commitment in turnover models: A reanalysis using latent variable structural equation models. Journal of Applied Psychology, 71(1), 219-231
    Williams, L. L. (2005). Impact of nurses’ job satisfaction on organizational trust. Health Care Management Review, 30(3), . 203-211.
    Winter, P. J. (1985). Getting your house in order with internal marketing: A marketing prerequisite. Health Marketing Quarterly, 3(1), 69-77.

    無法下載圖示 This full text is not authorized to be published.
    QR CODE