博碩士論文 101421058 詳細資訊




以作者查詢圖書館館藏 以作者查詢臺灣博碩士 以作者查詢全國書目 勘誤回報 、線上人數:31 、訪客IP:3.232.133.141
姓名 陳逸禎(Yee-chen, Chen)  查詢紙本館藏   畢業系所 企業管理學系
論文名稱 多層次探討顧客價值共創的驅動因素-以員工正向心理資本,員工服務導向組織公民行為與顧客品牌體驗的觀點
(Identifying the Driving Forces of Customer Value Co-Creation: The Roles of Employee Positive Psychological Capital, Employee Service-Oriented Organizational Citizenship Behavior, and Customer Brand Experience)
相關論文
★ 工作滿足、領導行為、工作特性與人格特質對離職傾向之探討-以超大型會計師事務所審計人員為例★ 以組織診斷模型診斷企業組織層級架構-以某公司為例
★ 科技產業組織診斷與分析之研究-以Q公司為例★ 製造業推行六標準差的成功關鍵因素探討
★ 高職辦理輪調式建教班對學校經營績效之評估-以北區私立高職為例★ 本國商業銀行經營績效之探討-資料包絡分析法之應用
★ 台灣中小企業 創業動機與創業績效關係之研究★ 員工當責與真誠領導之關聯性-以心理賦權與團隊凝聚力為中介變數
★ 以個人與環境適配為關鍵中介探討特定品牌領導對員工品牌權益之影響★ 道德感讓你買更多綠色產品?從消費者產品知覺價格及品質角度來探討—以綠色程度做調節
★ 線上品牌社群該如何提升與粉絲的價值共創?以線上品牌社群活動與線下實體活動為中介變數探討★ 農業創新服務模式之商業模式研究-以蜂巢數據科技有限公司為例
★ 高科技產業人力資源發展與組織績效之研究-以新竹科學園區為例★ 台灣中小企業產業e化現況對員工資訊素養之影響
★ 以內容構面探討政府部門數位學習資源整合之研究★ 以管理面觀點進行跨部門數位學習資源整合之研究─以政府機關為例
檔案 [Endnote RIS 格式]    [Bibtex 格式]    [相關文章]   [文章引用]   [完整記錄]   [館藏目錄]   至系統瀏覽論文 ( 永不開放)
摘要(中) 本研究欲探討觀光產業之員工正向心理資本、員工服務導向組織公民行為及顧客 品牌體驗對顧客價值共創之影響。本研究以台灣 30 間旅館業作為研究對象,問卷共發 放 650 份,有效問卷共 493 份(員工問卷 190 份,顧客問卷 303 份,有效問卷回收率 為 75.85%)。本研究採用階層線性模型之跨層次分析進行假設驗證。研究結果顯示員 工正向心理資本對顧客價值共創無顯著影響(H1);員工服務導向組織公民行為在員工 正向心理資本與顧客價值共創之關係中具有中介效果(H2);顧客品牌體驗在員工服務 導向組織公民行為與顧客價值共創之關係中具有調節效果(H3)。本研究之貢獻分為四 個部分,第一,以員工角色探討顧客價值共創之驅動因素;第二,員工服務導向組織 公民行為在員工正向心理資本與顧客價值共創之關係中扮演關鍵中介角色;第三,顧 客品牌體驗在員工服務導向組織公民行為與顧客價值共創之關係中扮演重要調節角色; 第四,採用階層線性模型進行跨層次分析,精確衡量顧客價值共創與其他變數之間的 關係,此方法論對顧客價值共創領域具有貢獻。
摘要(英) The present study seeks to identify the driving forces of customer value co-creation through the roles of employee positive psychological capital, employee service-oriented organizational citizenship behavior, and customer brand experience within the tourism industry, specifically in the case of the hotel industry. In total, 650 surveys were distributed, and a total of 493 valid samples were retrieved from 30 hotels in Taiwan (employee sample size: 190; customer sample size: 303; a valid response rate of 75.85%). Hierarchical linear modeling (HLM) was employed to extensively and accurately examine customer value co-creation from a cross-level approach. The results show that employee positive psychological capital is not significantly related to customer value co-creation (H1), employee positive psychological capital affects customer value co-creation indirectly through the mediating effect of employee service-oriented organizational citizenship behavior (H2), and the relationship between employee service-oriented organizational citizenship behavior and customer value co-creation was positively moderated by customer brand experience (H3). The present study contributes to the field of research in four aspects. First, this study investigated customer value co-creation driving forces through the role of the employee, which consequently, advanced the field of customer value co-creation. Second, it identified employee service-oriented organizational citizenship behavior as a key mediating mechanism that links the indirect relationship between employee positive psychological capital and customer value co-creation. Third, it identified customer brand experience as a key moderating mechanism on the relationship between employee service-oriented organizational citizenship behavior and customer value co-creation. Fourth, regarding methodology, few studies investigated value co-creation through a cross-level approach. The present study employed hierarchical linear modeling (HLM) to extensively and accurately examine customer value co-creation and its cross-level relationships, thus, providing greater research value compared to single-level analysis.
關鍵字(中) ★ 顧客價值共創
★ 員工正向心理資本
★ 員工服務到向組織公民行為
★ 顧客品牌體驗
★ 階層線性模型
關鍵字(英) ★ Customer value co-creation
★ Employee positive psychological capital
★ Employee service-oriented organizational citizenship behavior,
★ Customer brand experience
★ Hierarchical linear modeling
論文目次 Table of Contents
摘要 i
Abstract ii
Acknowledgements iii
List of Figures vi
List of Tables vii
Chapter 1 Introduction 1
Chapter 2 Literature review and hypotheses 7
2.1 Customer value co-creation 7
2.2 Employee service-oriented organizational citizenship behavior 12
2.3 Employee positive psychological capital 15
2.4 Customer brand experience 18
2.5 Employee positive psychological capital and customer value co-creation 20
2.6 Relationship between employee positive psychological capital, employee service-oriented organizational citizenship behavior and customer value co-creation 22
2.7 Relationship between employee service-oriented organizational citizenship behavior, customer brand experience and customer value co-creation 26
Chapter 3 Method 28
3.1 Participants and procedures 28
3.2 Measures 29
3.2.1 Employee positive psychological capital 29
3.2.2 Employee service-oriented organizational citizenship behavior 31
3.2.3 Customer brand experience 33
3.2.4 Customer value co-creation 34
3.2.5 Control variables 37
3.2.6 Common method variance 38
3.2.7 Analysis strategy 39
Chapter 4 Results 40
4.1 Characteristics of the respondents 40
4.2 Correlation analysis 43
4.3 Reliability analysis 44
4.4 Construct validity 46
4.4.1 Convergent validity 46
4.4.2 Discriminant Validity 47
4.5 Data aggregation 48
4.6 Tests of hypotheses 49
4.6.1 Customer value co-creation null model 49
4.6.2 Relationship between employee positive psychological capital and customer value co-creation 50
4.6.3 Relationship between employee positive psychological capital and customer value co-creation, with employee service-oriented organizational citizenship behavior as a mediating variable 51
4.6.4 Relationship between employee service-oriented organizational citizenship behavior and customer value co-creation, with customer brand experience as a moderating variable 54
Chapter 5 Conclusions 59
5.1 Discussions 59
5.2 Research contributions 60
5.3 Managerial implications 62
5.4 Limitations and directions for future research 63
References 65
Appendix A Employee questionnaire 77
Appendix B Customer questionnaire 80

List of Figures
Figure 1. Hypothesized model 5
Figure 2. Employee service-oriented organizational citizenship behavior and customer brand experience interaction line graph 56
Figure 3. Overview illustration of Hypotheses results 58

List of Tables
Table 1. Employee positive psychological capital dimensions and items 30
Table 2. Employee service-oriented organizational citizenship behavior dimensions and items 32
Table 3. Customer brand experience dimensions and items 34
Table 4. Customer value co-creation dimensions and items 36
Table 5. Employee sample demographic characteristics (sample size: 190) 41
Table 6. Customer sample demographic characteristics (sample size: 303) 42
Table 7. Team grouping of valid samples 43
Table 8. Reliability analysis 44
Table 9. Variable descriptive statistic analysis and correlation coefficient 45
Table 10. Convergent validity 47
Table 11. Discriminant validity 48
Table 12. Data aggregation 49
Table 13. Customer value co-creation null model 50
Table 14. Results of hierarchical linear modeling (HLM) 57
參考文獻 References
Aiken, L. S., & West, S. G. (1991). Multiple regression: Testing and interpreting interactions: Sage.
Arnould, E. J., Price, L. L., & Malshe, A. (2006). Toward a cultural resource-based theory of the customer. The service-dominant logic of marketing: Dialog, debate and directions, 320-333.
Auh, S., Bell, S. J., McLeod, C. S., & Shih, E. (2007). Co-production and customer loyalty in financial services. Journal of retailing, 83(3), 359-370. doi: 10.1016/j.jretai.2007.03.001
Avey, J. B., Luthans, F., & Youssef, C. M. (2010). The additive value of positive psychological capital in predicting work attitudes and behaviors. Journal of Management, 36(2), 430-452.
Avey, J. B., Nimnicht, J. L., & Pigeon, N. G. (2010). Two field studies examining the association between positive psychological capital and employee performance. Leadership & Organization Development Journal, 31(5), 384-401.
Avey, J. B., Reichard, R. J., Luthans, F., & Mhatre, K. H. (2011). Meta-analysis of the impact of positive psychological capital on employee attitudes, behaviors, and performance. Human Resource Development Quarterly, 22(2), 127-152. doi: 10.1002/hrdq.20070
Avey, J. B., Wernsing, T. S., & Luthans, F. (2008). Can positive employees help positive organizational change? Impact of psychological capital and emotions on relevant attitudes and behaviors. The Journal of Applied Behavioral Science, 44(1), 48-70. doi: 10.1177/0021886307311470
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Bandura, A. (1997). Self-efficacy: The exercise of control. New York: Freeman.
Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee "citizenship". Academy of Management Journal, 26(4),
587-595.
65
Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of retailing, 73(3), 383-406.
Bettencourt, L. A., & Brown, S. W. (1997). Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of retailing, 73(1), 39-61.
Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86(1), 29-41.
Bienstock, C. C., & Demoranvillez, C. W. (2006). Using manager reports of employee behavior to investigate the relationship between organizational citizenship behaviors and customers′ perceptions of service quality. Services Marketing Quarterly, 28(1), 103-118.
Blau, P. M. (1964). Exchange and power in social life. New York: Academic Press.
Bliese, P. D. (2000). Within-group agreement, non-independence, and reliability: Implications
for data aggregation and analysis.
Borman, W. C., & Motowidlo, S. M. (1993). Expanding the criterion domain to include
elements of contextual performance. Personnel selection in organizations; San
Francisco: Jossey-Bass, 71.
Bowers, J. E., Martin, C. L., & Luker, A. (1990). Trading places: Employees as customers,
customers as employees. Journal of Services Marketing, 4(2), 55-69.
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is
it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52-68.
Brakus, J. J., Schmitt, B. H., & Zhang, S. (2008). Experiential attributes and consumer
judgments. Handbook on brand and experience management, 174-187.
Brissette, I., Scheier, M. F., & Carver, C. S. (2002). The role of optimism in social network development, coping, and psychological adjustment during life transition. Journal of
Personality and Social Psychology, 82(1), 102-111.
Brodie, R. J., Whittome, J. R., & Brush, G. J. (2009). Investigating the service brand: A
customer value perspective. Journal of Business Research, 62(3), 345-355. 66
Brotherton, B. (1999). Towards a definitive view of the nature of hospitality and hospitality management. International Journal of Contemporary Hospitality Management, 11(4), 165-173.
Cabiddu, F., Lui, T. W., & Piccoli, G. (2013). Managing value co-creation in the tourism industry. Annals of Tourism Research, 42, 86-107.
Carlzon, J. (1987). Moments of truth. Sydney: Harper and Row.
Chinomona, R. (2013). The influence of brand experience on brand satisfaction, trust and
attachment in South Africa. International Business & Economics Research Journal
(IBER), 12(10), 1203-1316.
Chou, S. Y., & Lopez-Rodriguez, E. (2013). An empirical examination of service-oriented
organizational citizenship behavior: The roles of justice perceptions and manifest
needs. Managing Service Quality, 23(6), 474-494. doi: 10.1108/msq-02-2013-0019 Coutu, D. L. (2002). How resilience works. Harvard Business Review, 80(5), 46-56. Dall’Olmo Riley, F., & De Chernatony, L. (2000). The service brand as relationships builder.
British Journal of Management,, 11(2), 137-150.
Edvardsson, B., Tronvoll, B., & Gruber, T. (2011). Expanding understanding of service
exchange and value co-creation: A social construction approach. Journal of the
Academy of Marketing Science, 39(2), 327-339.
Ehrhart, M. G. (2004). Leadership and procedural justice climate as antecedents of unit-level
organizational citizenship behavior. Personnel Psychology, 57(1), 61-94.
Ennew, C. T., & Binks, M. R. (1999). Impact of participative service relationships on quality, satisfaction and retention: An exploratory study. Journal of Business Research, 46(2),
121-132.
Füller, J., & Matzler, K. (2007). Virtual product experience and customer participation—A
chance for customer-centred, really new products. Technovation, 27(6-7), 378-387. doi:
10.1016/j.technovation.2006.09.005
Fassina, N. E., Jones, D. A., & Uggerslev, K. L. (2008). Relationship clean-up time: Using
meta-analysis and path analysis to clarify relationships among job satisfaction, perceived fairness, and citizenship behaviors. Journal of Management, 34(2), 161-188.
67
Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. American Psychologist, 56(3), 218-226.
Fredrickson, B. L. (2003). The value of positive emotions: The emerging science of positive psychology is coming to understand why it′s good to feel good. American Scientist, 91.
Glick, W. H. (1985). Conceptualizing and measuring organizational and psychological climate: Pitfalls in multilevel research. Academy of Management Review, 10(3), 601-616.
Gouillart, F. J. (2014). The race to implement co-creation of value with stakeholders: Five approaches to competitive advantage. Strategy & Leadership, 42(1), 2-8.
Grönroos, C. (2006). Adopting a service logic for marketing. Marketing theory, 6(3), 317-333. Grönroos, C. (2011). Value co-creation in service logic: A critical analysis. Marketing theory,
11(3), 279-301.
Grönroos, C., & Voima, P. (2013). Critical service logic: Making sense of value creation and
co-creation. Journal of the Academy of Marketing Science, 41(2), 133-150. Grissemann, U. S., & Stokburger-Sauer, N. E. (2012). Customer co-creation of travel services:
The role of company support and customer satisfaction with the co-creation performance. Tourism Management, 33(6), 1483-1492. doi: 10.1016/j.tourman.2012.02.002
Groth, M., Mertens, D. P., & Murphy, R. O. (2004). Customers as good solidiers: Extending organizational citizenship behavior research to the customer domain. Hauppauge, NY: Nova Science Publishers.
Hair, J., Anderson, R., Tatham, R., & Black, W. (1998). Multivariate Analysis. Englewood: Prentice Hall International.
Hair, J., Black, B., Babin, B., Anderson, R., & Tatham, R. (2006). Multivariate Data Analysis (6 ed.). NJ: Prentice-Hall: Upper Saddle River.
Healy, J. C., & McDonagh, P. (2013). Consumer roles in brand culture and value co-creation in virtual communities. Journal of Business Research, 66(9), 1528-1540.
68
Hofmann, D. A. (1997). An overview of the logic and rationale of hierarchical linear models. Journal of Management, 23, 723-744.
Hogan, J., Hogan, R., & Busch, C. M. (1984). How to measure service orientation. Journal of Applied Psychology, 69(1), 167.
Hu, M. L. M., Horng, J. S., & Sun, Y. H. C. (2009). Hospitality teams: Knowledge sharing and service innovation performance. Tourism Management, 30(1), 41-50.
Iglesias, O., Singh, J. J., & Batista-Foguet, J. M. (2011). The role of brand experience and affective commitment in determining brand loyalty. Journal of Brand Management, 18(8), 570-582.
Jain, A. K., Malhotra, N. K., & Guan, C. (2012). Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty. Psychology & Marketing, 29(12), 1004-1017. doi: 10.1002/mar.20582
James, L. R., Demaree, R. G., & Wolf, G. (1984). Estimating within-group interrater reliability with and without response bias. Journal of Applied Psychology, 69(1), 85-98.
Jiang, J. J., Klein, G., & Carr, C. L. (2002). Measuring information system service quality: SERVQUAL from the other side. MIS Quarterly, 26(2), 145-166.
Kahn, B. E., & Isen, A. M. (1993). The influence of positive affect on variety seeking among safe, enjoyable products. Journal of Consumer Research, 257-270.
Kelley, S. W., Donnelly, J. H., & Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of retailing, 66, 315-335.
Kellogg, D. L., Youngdahl, W. E., & Bowen, D. E. (1997). On the relationship between customer participation and satisfaction: Two frameworks. International Journal of Service Industry Management, 8(3), 206-219.
Keng, C. J., Tran, V. D., & Le Thi, T. M. (2013). Relationships among brand experience, brand personality, and customer experiential value. Contemporary Management Research, 9(3), 247-262.
King, C. A. (1995). What is hospitality? International Journal of Hospitality Management, 14(3), 219-234.
69
Kohler, T., Fueller, J., Matzler, K., & Stieger, D. (2011). Co-creation in virtual worlds: The design of the user experience. MIS Quarterly, 35(3), 773-788.
Lee, H. J., & Kang, M. S. (2012). The effect of brand experience on brand relationship quality. Academy of Marketing Studies Journal, 16(1).
Lengnick-Hall, C. A. (1996). Customer contributions to quality: A different view of the customer-oriented firm. Academy of Management Review, 21(3), 791-824.
Lengnick-Hall, C. A., Claycomb, V., & Inks, L. W. (2000). From recipient to contributor: Examining customer roles and experienced outcomes. European Journal of Marketing, 34(3/4), 359-383.
Lifeng, Z. (2007). Effects of psychological capital on employees′ job performance, organizational commitment, and organizational citizenship behavior. Acta Psychologica Sinica, 2(18).
Luthans, F. (2012). Psychological capital: Implications for HRD, retrospective analysis, and future directions. Human Resource Development Quarterly, 23(1), 1-8.
Luthans, F., Avey, J. B., Clapp-Smith, R., & Li, W. (2008). More evidence on the value of Chinese workers′ psychological capital: A potentially unlimited competitive resource? The International Journal of Human Resource Management, 19(5), 818-827.
Luthans, F., Avolio, B. J., Avey, J. B., & Norman, S. M. (2007). Positive psychological capital: Measurement and relationship with performance and satisfaction. Personnel Psychology, 60(3), 541-572.
Luthans, F., Luthans, K. W., & Luthans, B. C. (2004). Positive psychological capital: Beyond human and social capital. Business Horizons, 47(1), 45-50.
Luthans, F., & Youssef, C. M. (2004). Human, social, and now positive psychological capital management: Investing in people for competitive advantage. Organizational dynamics, 33(2), 143-160.
Luthans, F., Youssef, C. M., & Avolio, B. J. (2007). Psychological capital: Developing the human competitive edge. New York: Oxford University Press.
70
MacKinnon, D. P., Fritz, M. S., Williams, J., & Lockwood, C. M. (2007). Distribution of the product confidence limits for the indirect effect: Program PRODCLIN. Behavior Research Methods, 39(3), 384-389.
Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics. Journal of marketing research, 38(1), 131-142.
Morgeson, F. P., & Hofmann, D. A. (1999). The structure and function of collective constructs: Implications for multilevel research and theory development. Academy of Management Review, 24(2), 249-265.
Morrison, E. W. (1996). Organizational citizenship behavior as a critical link between HRM practices and service quality. Human Resource Management,, 35(Winter), 493-512.
Mortazavi, S., Yazdi, S. V. S., & Amini, A. (2012). The role of the psychological capital on quality of work life and organization performance. Interdisciplinary Journal of Contemporary Research in Business, 4(2).
Nambisan, S., & Baron, R. A. (2009). Virtual customer environments: Testing a model of voluntary participation in value co-creation activities. Journal of Product Innovation Management, 26(4), 388-406.
Netemeyer, R. G., & Maxham III, J. G. (2007). Employee versus supervisor ratings of performance in the retail customer service sector: Differences in predictive validity for customer outcomes. Journal of retailing, 83(1), 131-145.
Newman, A., Ucbasaran, D., Zhu, F., & Hirst, G. (2014). Psychological capital: A review and synthesis. Journal of Organizational Behavior, 35(S1), S120-S138. doi: 10.1002/job
Norman, S. M., Avey, J. B., Nimnicht, J. L., & Pigeon, N. G. (2010). The interactive effects of psychological capital and organizational identity on employee organizational citizenship and deviance behaviors. Journal of Leadership & Organizational Studies, 17(4), 380-391. doi: 10.1177/1548051809353764
Oliver, R. L. (1999). Whence consumer loyalty? The Journal of Marketing, 63, 33-44.
71
Oren, L., Tziner, A., Sharoni, G., Amor, I., & Alon, P. (2012). Relations between leader-subordinate personality similarity and job attitudes. Journal of Managerial Psychology, 27(5), 479-496.
Organ, D. W. (1990). The motivational basis of organizational citizenship behavior. Research in Organizational Behavior, 12(1), 43-72.
Organ, D. W. (1998). Organizational citizenship behavior: The good soldier syndrome. USA: D.C. Heath and Company.
Organ, D. W., Podsakoff, P. M., & MacKenzie, S. B. (2006). Organizational citizenship behavior: Its nature, antecedents, and consequences. Thousand Oaks, CA: Sage.
Payne, A., Storbacka, K., Frow, P., & Knox, S. (2009). Co-creating brands: Diagnosing and designing the relationship experience. Journal of Business Research, 62(3), 379-389.
Payne, S. C., & Webber, S. S. (2006). Effects of service provider attitudes and employment status on citizenship behaviors and customers′ attitudes and loyalty behavior. Journal of Applied Psychology, 91(2), 365-378.
Peng, T. G., Gao, Y. C., & Lin, Z. S. (2006). Common method variance in management related researchers: the nature, influence, tests, and remedies of the problems. Journal of Management, 23, 77-98.
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76, 97-105.
Podsakoff, N. P., Whiting, S. W., Podsakoff, P. M., & Blume, B. D. (2009). Individual- and organizational-level consequences of organizational citizenship behaviors: A meta-analysis. Journal of Applied Psychology, 94(1), 122-141. doi: 10.1037/a0013079
Podsakoff, P. M., & MacKenzie, S. B. (1997). Impact of organizational citizenship behavior on organizational performance: A review and suggestion for future research. Human performance, 10(2), 133.
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.
72
Podsakoff, P. M., & Organ, D. W. (1986). Self-reports in organizational research: Problems and prospects. Journal of Management, 12(4), 531-544.
Polatcı, S., & Akdoğan, A. (2014). Psychological capital and performance: The mediating role of work family spillover and psychological well-being. Business and Economics Research Journal, 5(1).
Prahalad, C. K., & Ramaswamy, V. (2000). Co-opting customer competence. Harvard Business Review, 78(1), 79-90.
Prahalad, C. K., & Ramaswamy, V. (2004). Co-creating unique value with customers. Strategy & Leadership, 32(3), 4-9.
Preacher, K. J., Rucker, D. D., & Hayes, A. F. (2007). Addressing moderated mediation hypotheses: Theory, methods, and prescriptions. Multivariate Behavioral Research, 42(1), 185-227.
Prebensen, N. K., & Foss, L. (2011). Coping and co‐creating in tourist experiences. International Journal of Tourism Research, 13(1), 54-67.
Prebensen, N. K., Vittersø, J., & Dahl, T. I. (2013). Value co-creation significance of tourist resources. Annals of Tourism Research, 42, 240-261.
Randall, M. L., Cropanzano, R., Bormann, C. A., & Birjulin, A. (1999). Organizational politics and organizational support as predictors of work attitudes, job performance, and organizational citizenship behavior. Journal of Organizational Behavior, 20(2), 159-174.
Raudenbush, S. W., & Bryk, A. S. (2002). Hierarchical linear models: Applications and data analysis methods (Vol. 1): Sage.
Reichheld, F. F. (1996). Learning from customer defections. Harvard Business Review, 74(2), 56.
Restuccia, M., & Ouellet, J. F. (2009). Value co-creation orientation: Conceptualization, measurement and impact on firm performance. from http://www.naplesforumonservice.it/uploads/files/restuccia_Value%20Co-Creation%2 0Orientation.pdf
73
Romero, D., & Molina, A. (2011). Collaborative networked organisations and customer communities: Value co-creation and co-innovation in the networking era. Production Planning & Control, 22(5-6), 447-472.
Rosenbaum, M. S., & Massiah, C. A. (2007). When customers receive support from other customers: Exploring the influence of intercustomer social support on customer voluntary performance. Journal of Service Research, 9(3), 257-270.
Schmitt, B. H. (1999). Experiential marketing. Journal of Marketing Management, 15(1-3), 53-67.
Schneider, B., Ehrhart, M. G., Mayer, D. M., Saltz, J. L., & Niles-Jolly, K. (2005). Understanding organization-customer links in service settings. Academy of Management Journal, 48(6), 1017-1032.
Shamim, A., & Butt, M. M. (2013). A critical model of brand experience consequences. Asia Pacific Journal of Marketing and Logistics, 25(1), 102-117.
Shaw, G., Bailey, A., & Williams, A. (2011). Aspects of service-dominant logic and its implications for tourism management: Examples from the hotel industry. Tourism Management, 32(2), 207-214. doi: 10.1016/j.tourman.2010.05.020
Shim, S. I. (2012). Enhancing brand loyalty through brand experience: Application of online flow theory. A dissertation submitted to the Graduate Faculty of Auburn University.
Skaržauskaitė, M. (2013). Measuring and managing value co-creation process: Overview of existing theoretical models.
Snyder, C. R. (1994). The psychology of hope: You can get there from here: Simon and Schuster.
Snyder, C. R. (2000). Handbook of hope: Theory, measures, and applications: Academic press.
Stajkovic, A. D. (2006). Development of a core confidence-higher order construct. Journal of Applied Psychology, 91(6), 1208.
Studenmund, A., & Cassidy, H. J. (1992). Using Econometrics: A Practical Guide. New York, NY: Harper Collins.
74
Sun, L. Y., Aryee, S., & Law, K. S. (2007). High-performance human resource practices, citizenship behavior, and organizational performance: A relational perspective. Academy of Management Journal, 50(3), 558-577.
Tang, T. W., & Tang, Y. Y. (2012). Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates. International Journal of Hospitality Management, 31(3), 885-895. doi: 10.1016/j.ijhm.2011.10.007
Ullman, J. B. (2001). Structural equation modeling. Needham Heights, MA: Allyn & Bacon. Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal
of marketing,, 68(1), 1-17.
Vega-Vazquez, M., Revilla-Camacho, M. Á., & Cossío-Silva, F. J. (2013). The value
co-creation process as a determinant of customer satisfaction. Management Decision,
51(10), 1945-1953. doi: 10.1108/md-04-2013-0227
Walumbwa, F. O., Luthans, F., Avey, J. B., & Oke, A. (2011). Retracted: Authentically leading
groups: The mediating role of collective psychological capital and trust. Journal of
Organizational Behavior, 32(1), 4-24. doi: 10.1002/job.653
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.
Wang, M. (2009). Does organizational support promote citizenship in service settings? The
moderating role of service climate. Journal of Social Psychology, 149(6), 648-676. Watson, D., & Pennebaker, J. W. (1989). Health complaints, stress, and distress: Exploring the
central role of negative affectivity. Psychological Review, 96(2), 234.
West, B. J., Patera, J. L., & Carsten, M. K. (2009). Team level positivity: Investigating positive psychological capacities and team level outcomes. Journal of Organizational
Behavior, 32(2), 249-267.
Yang, Y. C. (2012). High-involvement human resource practices, affective commitment, and
organizational citizenship behaviors. The Service Industries Journal, 32(8), 1209-1227.
75
Yi, Y., & Gong, T. (2008). If employees “go the extra mile,” do customers reciprocate with similar behavior? Psychology and Marketing, 25(10), 961-986. doi: 10.1002/mar.20248
Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business Research, 66(9), 1279-1284. doi: 10.1016/j.jbusres.2012.02.026
Zarantonello, L., & Schmitt, B. H. (2010). Using the brand experience scale to profile consumers and predict consumer behaviour. Journal of Brand Management, 17(7), 532-540.
指導教授 李憶萱(Yih-suan, Lee) 審核日期 2014-8-12
推文 facebook   plurk   twitter   funp   google   live   udn   HD   myshare   reddit   netvibes   friend   youpush   delicious   baidu   
網路書籤 Google bookmarks   del.icio.us   hemidemi   myshare   

若有論文相關問題,請聯絡國立中央大學圖書館推廣服務組 TEL:(03)422-7151轉57407,或E-mail聯絡  - 隱私權政策聲明