Tesis sobre el tema "Climate service"
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Sarrion, Miguel. "Engagement climate in service settings". Thesis, University of Strathclyde, 2016. http://digitool.lib.strath.ac.uk:80/R/?func=dbin-jump-full&object_id=27927.
Texto completoJia, Qiang Ronnie. "IT service climate : an extension to IT service quality research /". Available to subscribers only, 2008. http://proquest.umi.com/pqdweb?did=1594480041&sid=2&Fmt=2&clientId=1509&RQT=309&VName=PQD.
Texto completoKotze, Theuns Gerhard. "Establishing the antecedents and outcomes of service climate". Thesis, University of Pretoria, 2021. http://hdl.handle.net/2263/80598.
Texto completoThesis (PhD (Marketing Management))--University of Pretoria, 2021.
Marketing Management
PhD (Marketing Management)
Unrestricted
De, la Rada Salas Jessica Mary. "Propuesta de un Programa de Clima Organizacional que contribuya a la calidad del servicio de la Empresa Hermes Transportes Blindados de Lima Metropolitana". Bachelor's thesis, Universidad Ricardo Palma, 2017. http://cybertesis.urp.edu.pe/handle/urp/1460.
Texto completoLei, Ka Lin. "Frontline employees' perception of service quality climate : the case of an airport ground handling service company". Thesis, University of Macau, 2003. http://umaclib3.umac.mo/record=b1636742.
Texto completoDusek, Gary A. "COMPARATIVE ANALYSIS OF SERVICE ORIENTATION AND SERVICE CLIMATE IN THE UNITED STATES AND RUSSIAN HOTEL INDUSTRIES". NSUWorks, 2014. http://nsuworks.nova.edu/hsbe_etd/28.
Texto completoWongworawit, Rangsiparn. "The effects of service climate on frontline employees' work engagement processes". Thesis, University of Reading, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.553012.
Texto completoLaatsch, Jamie E. "USDA Forest Service Perspectives on Forest Management in a Changing Climate". DigitalCommons@USU, 2014. https://digitalcommons.usu.edu/etd/2299.
Texto completoAb, Wahab Norailis. "Dimensions of service quality and service climate : a study of bank customers and employees in four local Malaysian banks". Thesis, University of Stirling, 2009. http://hdl.handle.net/1893/1297.
Texto completoEinstein, Jacqueline E. "ETHICAL LEADERSHIP AND SERVICE CLIMATE: THE RELATIONSHIP WITH JOB SATISFACTION AND ORGANIZATIONAL IDENTIFICATION". NSUWorks, 2013. http://nsuworks.nova.edu/hsbe_etd/30.
Texto completoBodouva, Jamie J. "The Influence of Employee Perceptions of the Work Climate on Perceived Service Quality and Their Relationships with Employee Goal Orientations, Employee Self-Efficacy, and Employee Job Satisfaction". NSUWorks, 2009. http://nsuworks.nova.edu/hsbe_etd/14.
Texto completoRazak, Nor Imtihan Haji Abdul. "Creating readiness for public service improvement : a study in Brunei Darussalem". Thesis, Loughborough University, 2013. https://dspace.lboro.ac.uk/2134/12358.
Texto completoSadauskis, Rolands. "Building resilience to climate-driven regime shifts". Thesis, Stockholms universitet, Stockholm Resilience Centre, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:su:diva-64551.
Texto completoRoss, Kedisaletse Doreen. "Organisational climate, organisational practices and service delivery in a local government / Kedisaletse Doreen Ross". Thesis, North-West University, 2009. http://hdl.handle.net/10394/4299.
Texto completoThesis (Ph.D. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2010.
Black, Helen Patricia. "Working Together: Managing Social Capital to Facilitate an Organisational Climate for Innovativeness in an Acute Health Service Context". Thesis, Griffith University, 2015. http://hdl.handle.net/10072/368148.
Texto completoThesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Griffith Business School
Griffith Business School
Full Text
Sinnya, Utsav. "The role of customers on the co-creation of Service Climate in a restaurant setting: A Qualitative Study". Thesis, Umeå universitet, Företagsekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-88826.
Texto completoNsenduluka, Evaristo. "Organizational and group antecedents of workgroup innovativeness in a service industry". Thesis, Full-text, 2008. https://vuir.vu.edu.au/1962/.
Texto completoElanain, Hossam Eldin Mahmoud Abou. "Staff perceptions of service quality in Egyptian commercial banks : an internal and external perspective". Thesis, Loughborough University, 2003. https://dspace.lboro.ac.uk/2134/7577.
Texto completoPun, Nga Ian. "The perception of service quality climate by frontline employees : the case of a retail bank in Macau". Thesis, University of Macau, 2006. http://umaclib3.umac.mo/record=b1636666.
Texto completoHsu, Chung-Ling y 許崇玲. "An Investigation of the Relationships amongPaternalistic Leadership, Service Climate,Ethical Climate, and Service Performance". Thesis, 2014. http://ndltd.ncl.edu.tw/handle/00080573152939475492.
Texto completo大葉大學
管理學院碩士在職專班
102
The current study investigated the effect of paternalistic leadership on service performance, using service climate and ethical climate as mediators. Data for the study were collected from 38 departments of 34 companies with 433 valid responses to a researcher developed survey instrument. The results showed that there is a statistically significant positive relationship between paternalistic leadership and service performance. Service climate and ethical climate, separately, have mediated relationships between paternalistic leadership and service performance. Management implications, recommendations for future research, and research limitations are proposed.
Chen, Wan-ling y 陳琬鈴. "An Investigation of the Relationships among Authentic Leadership, Service Climate, Ethical Climate and Service Performance". Thesis, 2014. http://ndltd.ncl.edu.tw/handle/54871992341995989918.
Texto completo大葉大學
管理學院碩士在職專班
102
This paper seeks to advance research on the service performance by investigating the relationships among authentic leadership, service climate, and ethical climate. Although this study adopts a single level model to simultaneously examine main effects, but we tested the model by using hierarchical linear modeling (HLM) with data obtained from a sample of 433 employees working in 38 teams of 34 companies. At the result of the study, service climate and ethical climate were both found fully mediators between authentic leadership and service performance. Moreover, implications for research and practice are discussed. At last, the study presents its point of views regarding the implications of theories and management, research restraint as well as suggestions to other studies in the future.
CHEN, HAN-YU y 陳翰諭. "Relationship between Service Climate, Employee Engagement, Service Commitment and Service Performance". Thesis, 2017. http://ndltd.ncl.edu.tw/handle/kwn6s8.
Texto completo國立高雄第一科技大學
行銷與流通管理系碩士班
105
This study aggregates past theories related to service climate to explore how retail services, food services and insurance services to maintain organizational long-term competitive advantage, facing the changes of the working to environment and the processes in the industrial value chains within industry 4.0 to enhance the behavior of employee service performance to complement the service science in the business model under the change of research gap. This study takes employee engagement and service commitment as mediating variables to analyze the degree of inputs of the work, the degree of organizational recognition, the degree of persistent service quality to service industry employees and the effect of the reactions on the service climate to service performance. With the stratified sampling survey, a total of 615 valid questionnaires were collected from the top of 500 enterprises in the service industry of Taiwan. The findings show that service climate has a significant positive impact on employee engagement; employee engagement has a significant positive impact on service performance; service climate has a significant positive impact on service commitment; service commitment has a significant positive impact on service performance; service climate has a significant positive impact on service performance; employee engagement mediates the relationship between service climate and service performance; service commitment mediates the relationship between service climate and service performance. Finally, this study proposes the theoretical and managerial implications, and gives the ideas for follow-up researches.
Tai, Shu-hsien y 戴淑賢. "The Relationships Between Service Climate and Service-Oriented Organizational Citizenship Behaviors". Thesis, 2002. http://ndltd.ncl.edu.tw/handle/06526391433589351625.
Texto completoYang, Fei-Fan y 楊非凡. "Exploring the Relationships among Service Climate, Ethical Climate, Ethical Ideologies, Service Sabotage, and Service-Oriented Organizational Citizenship Behaviors in Food and Beverage Industry". Thesis, 2011. http://ndltd.ncl.edu.tw/handle/29030615633834479160.
Texto completo銘傳大學
觀光事業學系碩士在職專班
99
The service trade continuously develops with the rise of economy in Taiwan, and the food and beverage industry has stepped up in recent years. The rapid growth also causes sharp competition between industries. The food and beverage industry should value effective organizational management and service performance as the critical issues to less service sabotage during service delivery and better human resource management performance. Following the model of service sabotage proposed by Harris and Ogbonna (2002; 2006), this current study started to probe into the work behaviors of frontline service employees in the food and beverage industry. In addition, we derived from the concept of service sabotage to explore the relationships among service climate, ethical climate, ethical ideologies, and service-oriented organizational citizenship behaviors. Data was collected from 360 hotel employees of 24 registered tourist hotels in Taiwan and was analyzed using hierarchical regression analysis. The results revealed that service climate, ethical climate and ethical ideologies had significant effects on both service sabotage and service-oriented OCBs. In addition, service sabotage had significantly negative effect on service-oriented organizational citizenship behaviors. Based on the findings, some managerial implications and suggestions for further research were proposed.
Tsai, Tsou-Yu y 蔡卓宇. "the relationships between the transformational leadership, service climate, service behavior, service quality and sales performance". Thesis, 2009. http://ndltd.ncl.edu.tw/handle/37262712587368484117.
Texto completo國立中央大學
人力資源管理研究所
97
Recently, the competition in the retail industry is more and more intense than before. Both service behavior and quality of the store are the crucial factors influencing customers’ satisfaction and perception. When positive perceptions of customers are derived from the service, the company will obtain more benefits from them. The performance of employees will be affected by Transformational leadership (Mason, Mayer, & Ezell, 1984). Organization and organizational members’ perception of customer of service are also affected by service climate (Borucki and Burke, 1999). For this reason, this study will examine the relationships between the transformational leadership, service climate, service behavior, service quality and sales performance. The object of this study is one of the conventional stores in Taiwan. There are 242 valid samples in the survey of employee level, and 116 valid samples in the survey of the store level. The result are as following. 1.Transformational leadership and service climate will enhance the employees’ service behavior. 2.Service climate will be a mediating factor between transformational leadership and service behavior. 3.Service quality will predict more sales performance. 4.transformational leadership can not predict service quality and sales performance significantly. 5. service behavior can not predict service quality and sales performance significantly.
Wang, Ta-Wei y 王大偉. "The impact of service climate on customer satisfaction in customer service center". Thesis, 2010. http://ndltd.ncl.edu.tw/handle/47455443290919869422.
Texto completo開南大學
商學院碩士在職專班
99
To maintain competitive advantages over others, companies are beginning to evaluate customers’ responses to service quality and evaluation as key considerations. Therefore, companies set up customer service centers to provide customers with accurate and reliable information, and also demonstrate good services to customers in order to obtain better business performances. To do so, companies should create better service environment, so that employees can improve on their service performances. Therefore, this article explores the impact of service environment based on customer satisfaction and employee’s service performances in customer service center, and whether creating a favorable service environment will increase customer satisfaction and employee’s service performance. In this paper, we’ve conducted surveys of companies, customers, and customer service employees. We used random sampling to select the survey candidates. We issued 50 surveys separately, then received 42 available surveys from employees, and received 42 available surveys from customers. The results show: 1) employees demonstrate higher service performance and contributions when they perceive that companies have enhanced their organizational and service environment; 2) service environment has direct effect on the relationship between service employees and customers. Likewise, when the service environment is at a high state, the customer satisfaction and employee’s performance level are both high; 3) creating a favorable customer service environment will ultimately increases customer satisfaction and employee’s service performance.
Wilson, Sally. "The climate regulation service provided by miombo landscapes". Thesis, 2018. https://hdl.handle.net/10539/25867.
Texto completoThe African miombo woodlands are perhaps the world’s largest relatively unexploited but potentially arable land resource, located on a subcontinent where population growth remains high and demands for food security and development are pressing. This study aims to quantify the tradeoff between landscape transformation of various types and the climate regulation service provided by the miombo landscape. Net radiative forcing, expressed in terms of its carbon dioxide emission equivalent (CO2e) over a one century horizon was calculated for an intact (‘historical’) miombo landscape and for three hypothetical but observation-constrained derivatives: one developed through extensive subsistence farming; another by intensive, large-scale commercial farming; and one developed using ‘eco-agriculture’ improved smallholder techniques. The time course of net radiative forcing resulting from net carbon dioxide (CO2), methane (CH4) and nitrous oxide (N2O) emissions, from all significant sources (including production and decomposition processes, fires, cultivation, enteric emissions, termites, etc.) was assessed, as well as the net change in surface reflectance (albedo) for the four representative landscapes. It was found that the loss of climate regulation service was greatest when the entire landscape was converted to commercial agriculture, with conversion via subsistence extensification, offering the most protection for the climate regulation service. Conversion to eco-agriculture falls somewhere in between. If the loss of climate regulation service is expressed per unit agricultural production, the pattern is reversed, favoring commercial intensification as the choice mode of production. It was found that contrary to the conventional approach of evaluating the climate regulation service entirely on the basis of net carbon storage, the changes in other greenhouse gases (notably CH4, but also to a smaller extent N2O), and surface albedo made substantial contributions to the changes in the climate regulation service provided by miombo landscapes.
MT 2018
LI, PEI HSUN y 李培勛. "Promoting Employee Service Creativity: The Influence of Customer Empowerment, Collaborative Climate and Competitive Climate". Thesis, 2018. http://ndltd.ncl.edu.tw/handle/ufd3j7.
Texto completoPen-Kuo, Yu y 游任國. "The Research of the Relationship among Service Climate, Service Oriented Organizational Citizenship Behaviors, and Service Quality". Thesis, 2006. http://ndltd.ncl.edu.tw/handle/80553009127304809089.
Texto completo中國文化大學
國際企業管理研究所
94
Many scholars and practitioners have presented, in their research literatures, relations between service climate and service quality from different points of view. On the one hand, both are mutually affected in positive ways, as presented in Schneider & Bowen’s work (Schneider & Bowen, 1995.) On the other hand, some researchers do not think that there are significant evidences that can support the relation between them (Reynoso & Moores, 1995.) Consequently, the author attempts, in this thesis, to exhibit the certain existence of intervening variables between service climate and service quality. Additionally, the issue will be further analyzed about how service quality is affected by service climate in the mediation process. I choose and distribute questionnaires to the front-end tellers and customers who have received the services from those for my sampling population. On the one hand, 400 copies made for the financial employees (named “Group A”) are issued to the tellers working in the specific departments and branches. On the other hand, 600 copies made for customers (named “Group B”) are issued to those having received the services from those tellers. Of 1000 copies, 773 are returned and the number included 343 in Group A and 430 in Group B. Finally, I respectively take 43 copies out of Group A and 130 copies of Group B because those questionnaires covered incomplete answers or the one is not a match for the other. Accordingly, 300 copies were effective in each group and the percentage of valid returned questionnaires on Group A and B are 75 and 50%, respectively. The author analyzes the collected data through SPSS and LISREL and achieves the five results. First, the correlation is significantly positive between global service climate and citizenship behaviors of loyalty and service delivery and however, does not positively affect citizenship behavior of participation. Second, the correlation is significantly positive between customer feedback and loyalty but customer feedback does not positively influence citizenship behaviors of participation and service delivery. Third, the correlation is significantly positive between citizen behavior of service delivery and responsiveness, assurance and empathy and however, that citizenship behavior does not positively affect tangibles and reliability. Fourth, instead of tangibles, reliability, assurance and empathy, citizenship behavior of service delivery significantly influences responsiveness. Finally, citizenship behavior of participation does not significantly affect responsiveness and instead, tangibles, reliability, assurance and empathy.
Li, Che-Kai y 黎哲愷. "A study of service climate, organizational identification and service-oriented organizational citizenship behaviors". Thesis, 2010. http://ndltd.ncl.edu.tw/handle/06725012743758801969.
Texto completo中國文化大學
國際企業管理研究所
98
In the pass time, although there was researches that explored the relationships be-tween employee’s perceptions and service-oriented organizational citizenship behaviors, However, There was no researches that explore the relationships between service cli-mate and service-oriented organizational citizenship behaviors. Therefore, the main purpose of this research is: Using organizational identification as the intermediary vari-able to verify the relationships between service climate and service-oriented organiza-tional citizenship behaviors. And accordance with the quotations of secondary bibliog-raphy and the rules of logical, we can clarify further the relationships between service climate and service-oriented organizational citizenship behaviors. This research sample is conveyed by a questionnaires survey from insurance salesmen in Taipei. This research uses convenience sampling method to collect data, and results come to 303 effective samples. The examination is done under descriptive statistics, reliability analysis, correlation analysis, and hierarchical regression analysis. The results of this research indicate that: Through the intermediary results by or-ganizational identification, service climate can all make loyalty organizational behaviors, service delivery organizational behaviors, and participation organizational behaviors represent positively related. Finally, the research provides several suggestions for managerial and academic research.
larn, Chiou su y 邱素蘭. "The Employee-Customer Linkage of Service Climate and Satisfaction: Service Attribute Boundary Conditions". Thesis, 2011. http://ndltd.ncl.edu.tw/handle/93737305843733393025.
Texto completo大葉大學
管理學院碩士在職專班
99
Based on service climate theory and research, this study examined the relationship among service climate (global service, customer orientation, managerial practices, customer feedback), employee satisfaction and customer satisfaction, in addition, the moderating effects of three potential factors for service attributes (customer contact frequency, service intangibility, and service employee interdependence) in the positive link between service climate and customer satisfaction. For forty branches of Land Bank in Taiwan, convenient sampling data collected for this research constructs with three unique sources involving customer-contact employee, their executives, and customer were measured in order to reduce the possibility of same source bias. In this study customers rated customer satisfaction, while contact employees rated their perceived service climate and their own satisfaction in individual level. The executives rated service attributes in organizational level. Hierarchical linear modeling was conducted to test research hypotheses. The results showed that(1) a positive, direct relationship is expected between frontline employees’ perceptions of global service and employee satisfaction; (2) a positive, direct relationship is hypothesized between contact employees’ perceptions of global service and customer satisfaction; (3) the frequency of customer contact required for employees to deliver service moderates the relationship between service climate and customer satisfaction in such a way that the relationship is significantly more positive when customer contact frequency is high than when customer contact frequency is low.
Liao, Ssu-Ya y 廖偲雅. "THE EFFECTS OF COLLEGE SERVICE CLIMATE ON STUDENT LOYALTY". Thesis, 2013. http://ndltd.ncl.edu.tw/handle/96734867548596474626.
Texto completo大同大學
事業經營學系(所)
101
The service climate of the teachers and administrative staffs in the college has significant impacts on the education service quality, administrative service quality and tangibles service quality, which were hypothesized in this study. The education service quality, administrative service quality and tangibles service quality create the service value, which, in turn, has significant impacts on education service satisfaction, and administrative service satisfaction, and directly and indirectly influences on student loyalty. This study intends to explain how service climates of the teachers and administrative staffs impact on student loyalty. The relationships among service climate, service quality, service value, service satisfaction and student loyalty were verified in this study. First, the conceptual model was built in this study. Next, in order to test the proposed model, we conducted a survey at two colleges in Taipei City. We delivered 450 copies of questionnaires with a total of 436 ones returned with complete and usable data. The results show that the proposed model was almost supported by the data collected. The service quality is significantly influenced by the service climate. Service value is significantly influenced by the service quality. Service satisfaction is significantly influenced by the service value. Student loyalty is significantly influenced by service satisfaction with administrative service and facilities. Finally, the managerial implications and the research limitations are discussed.
Sue, Fang-Pei y 蘇芳霈. "Relationship between service climate and performance-The mediating effect of service commitment and engagement". Thesis, 2014. http://ndltd.ncl.edu.tw/handle/4xn6cn.
Texto completo國立高雄第一科技大學
運籌管理系企業管理碩士班
102
This study collects and organizes the past theory and research on service climate, and distinguishes service climate from the similar concepts such as service culture, and service orientation. In order to make up for the gap toward service management research, this study sets out to investigate how a service firm&;apos;&;apos;s service climate affects front line employees&;apos;&;apos; performance. Moreover, this study also do further research on the front line employees’ commitment to service quality, and engagement affecting the results on relationship between service climate and employees&;apos;&;apos; performance. In other words, the commitment to service quality and engagement is taken as mediators in this study. The study objects are the companies with excellent service performance including POYA retailing company, and Wang catering company.772 valid questionnaires were retrieved. The results of the study show that: (1) Service climate has a positive effect on front line employees&;apos;&;apos; commitment to service quality and engagement. (2) Commitment to service quality and employee engagement has a positive effect on front line employees’ service performance. (3) Commitment to service quality and employee engagement moderates the relationship between front line employees’ service climate and service performance. In the end, this study also presents conclusions and managerial implications providing service companies effective ways to enhance their front line employees&;apos;&;apos; service performance.
Lin, Chung-chun y 林重均. "The Effect of Leadership Behavior on Service Climate, Organizational Citizenship Behavior and Service Quality". Thesis, 2009. http://ndltd.ncl.edu.tw/handle/49036885948371958240.
Texto completo國立高雄第一科技大學
企業管理研究所
97
Task environment for universities in the private sector in Taiwan is deteriorating due to a decreasing birth rate, to which schools wish to make every effort to recruit sufficient students to maintain a minimum scale of economy. In such a competition, the school reputation and the quality of service delivered are two major decision criteria students will apply in choosing college to enter. As far as the service quality concerns, administrative body of the school plays important role delivering quality services to students other than teaching services that delivered by professors. The literature suggests that service climate and organizational citizenship behavior (OCB) have substantial effects on quality of service, that leading behavior has positive relationship with service quality and service climate. Plenty of similar studies in the context of educational facilities have directed their foci on the groups of school principals and teachers, few if any of past studies did not bother to include general administration staff. This research aims to explore how leading behavior can affect the service climate and organizational citizenship behavior, of which in turn affect the service quality delivered to students in the context of school service staff. This study adopts conventional two-dimension leadership theory of the Ohio State University to examine the effect of varied leading behavior on the service climate, organizational citizenship behavior, and service quality. This study further examines potential mediating effects of OCB between the service climate and service quality. Data gathered for analyses are 115 administrative matching students who received administrative services in the beginning of a new semester. Major research findings include first, both consideration and initiation of structure of leading behavior positively influence the service climate, yet not on OCB, Second, the service climate significantly influences OCB. Third, the service climate and OCB positively influence service quality respectively. Fourth, OCB partially mediates the relationship between the service climate and the service quality. This report ends with suggestions for future research direction and managerial implication.
Lin, Jie-Ying y 林倢瑩. "The relationship of Positive Mood、Service Climate、Job Standard and Service-Oriented Citizenship Behavior". Thesis, 2011. http://ndltd.ncl.edu.tw/handle/70519498379050353410.
Texto completo國立彰化師範大學
人力資源管理研究所
99
There is a direct interaction between the service employee and customer and their service-oriented citizenship behavior beneficial to improve service quality and customer satisfaction. This study tries to serve service climate as a moderating variable to explore whether the positive mood and affect their service-oriented citizenship behavior. In the past, standardization work is considered to be inflexible, so we want to explore whether standardization will mediate the relationship between service climate and service-oriented citizenship behavior. Questionnaire survey was used in the study. The 127samples were collected from employee of chain stores. The research conduct the multi-regression to test the hypotheses. There are some findings: Service climate moderate the relationship between positive mood and service-oriented citizenship behavior. Besides, this study also found that service climate is through the job standard to effect the service-oriented citizenship Behavior. Entrepreneur should be build up service climate to support staff in the work context and to enhance emotional recognition. It can improve the service-oriented citizenship behavior.Finally, the future research directions and limitations will be discussed. Keywords: positive mood, mood contagion, service climate,job standard, service-Oriented Citizenship behavior
Hoang, Hung Trong. "Antecedents of service climate: local vs. foreign service firms in an emerging market context". Thesis, 2014. http://hdl.handle.net/2440/85976.
Texto completoThesis (Ph.D.) -- University of Adelaide, Business School, 2014
Wang, Zih-yun y 王姿云. "The Relationship Between Frontline Employees’ Service Competencies and Customer Loyalty: The Role of Service Climate". Thesis, 2014. http://ndltd.ncl.edu.tw/handle/k66ren.
Texto completo國立高雄大學
經營管理研究所
102
The primary goal of selection and training is to make frontline employees with capable competencies to complete their tasks. Frontline employees’ competencies such as the expertise to solve customers’ problems, or the ability to communicate effectively when dealing with consumer issues may play an important role to influence customer loyalty. The first purpose of this study will investigate the relationship between frontline employees’ competencies and customer loyalty. Employees are more likely to enhance their competencies to provide good service to customers when their organizations promote service climate demonstrating care for both employees and customers. The secondary purpose of current study will explore the relationship between the possible antecedent (i.e., service climate) of frontline employees’ competencies and the competencies. This empirical study will utilize the Partial Least Squares (PLS) techniques to analyze the data. 198 questionnaires were collected from insurance agents and customers, respectively. Specially, the questionnaires for the insurance agents will ask them to rate their perceived service climate in their organizations. The questionnaires for the customers will ask them to rate their insurance agents’ service competencies and their perceived customer loyalty. In theory, this study provides an explanation for how service climate may influence the employees’ service competencies, which in turn could affect the customer loyalty. In practice, the findings of this study may provide the suggestions that employers can enhance the frontline employees’ service competencies by setting up of the company policies such as service climate demonstrating care for both employees and customers.
Cheng, Hong Chane y 鄭宏展. "Service Climate and Customer Satisfaction:Boundary Conditions of Service Attributes and Market-Focused Human Resource Management". Thesis, 2012. http://ndltd.ncl.edu.tw/handle/37079251136268604612.
Texto completo大葉大學
人力資源暨公共關係學系
100
Extending previous research in identifying work unit influences stimulating customer satisfaction, the present study in service examined whether service climate and service-oriented organizational citizenship behaviors correlated positively with customer satisfaction, whether service attribute (customer contact frequency, service intangibility, and service employee interdependence) moderated the relationship of service climate and customer satisfaction, and whether market-focused human resource management moderated the relationship of service climate and service-oriented organizational citizenship behaviors. Data were collected from 100 employees, 40 managers and 200 customers at large hypermarket group in middle Taiwan. Results indicated service climate was positively related to service-oriented organizational citizenship behaviors, which in turn do not increase the likelihood of customer satisfaction. HLM results indicated service climate had stronger positive relationships with customer satisfaction under high service intangibility. Customer contact frequency and service employee interdependence, respectively, has no moderation effect of service climate on customer satisfaction. Market-focused human resource management has no moderation effect of service climate on service-oriented organizational citizenship behaviors.
HSIEH, YUNG-CHUN y 解詠淳. "The mediating effect of employee service innovation behavior between innovation climate and new service development". Thesis, 2019. http://ndltd.ncl.edu.tw/handle/2rqah3.
Texto completoTsai, Cheng-Hung y 蔡政宏. "An Empirical Study of Service Climate: Antecedents, Consequences, and Moderators". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/42414299159777015505.
Texto completo國立成功大學
企業管理學系碩博士班
95
Customer satisfaction and customer loyalty are significant indicators of business success, and many studies have aimed to find how to improve these features. Most of these studies have focused only on perceived service quality from the customer perspective, and paid little attention to the influences of service climate. This study is to extend the theory on service climate and develops a comprehensive model for simultaneously integrating antecedents, consequences, and moderators of service climate from the perspectives of employees and customers. Employees and customers of service organizations are surveyed simultaneously with different questionnaires. Structural equation modeling analysis was used to analyze the causal relationship and moderating effect of the various study constructs. Data from a sam-ple of 181 service work units (94 bank branches and 87 insurance companies’ subunits) provide at least moderate support for the research model hypotheses. The findings demon-strated that autonomy positively influences service-oriented organizational citizenship be-havior (SOCB) via service climate. Autonomy also positively impacts service climate, and thus further influences customer perceived service quality. Unlike most of previous service climate related studies that omitted the important variable of SOCB, this study simultane-ously verified the significant and positive effect of SOCB based on the perspective of ser-vice provider customers and employees. Additionally, the more magnitude of the influence of service climate and SOCB on customer perceived service quality in high routine service cases than in low routine service ones is confirmed. The above research findings have en-hanced our understanding of the influences of service climate and SOCB on customer per-ceived service quality.
Chen, Yen-Jhen y 陳彥臻. "The Relationship Between Service Climate, Unit Performance, and Customer Satisfaction". Thesis, 2018. http://ndltd.ncl.edu.tw/handle/54c6a8.
Texto completo國立中興大學
企業管理學系所
106
In recent years, the service industry has gradually become the main source of domestic economic growth. As a result, service climate and unit performance have become more and more important in the organization. Other industries are also committed to service-oriented transformation because they know whether customers are satisfied with their consumer experience, would like to visit again in the future or even if they can be word-of-mouth to attract more new consumers. Previous research showed that the service climate will affect the attitudes and behaviors of the members, which in turn will affect customer satisfaction. However, past studies focused on the impact of individual performance on the customers. Therefore, this study investigated whether the service climate affects the organization. It’s also believed that which affects customers is not only the service of a single employee but the collective performance of all employees. It also explores whether the customer''s price consciousness will moderate the relationship between unit performance and customer satisfaction. Through multiple sources and multiple time-points, this study distributed questionnaires to store managers, employees, and customers of chain retail stores in Taichung, recovering a total of 72 managerial questionnaires, 374 employee questionnaires, and 633 customer questionnaires. Because this study contains individual and unit-level variables, cross-level analysis is used. According to the empirical results of it, the service climate in the organization can indeed affect the performance of unit group, so that employees show a more consistent service attitude and behavior; However, the customer''s price consciousness can’t regulate the relationship between unit performance and customer satisfaction. There may be other contextual factors that affect the inter-variable effect. This study will finally discuss the results of the study and extend management implications as a reference for future business management.
Veasna, Sou y 蘇偉納. "Linking HRM Practices, Job Satisfaction and Service Climate to Improve Service Quality for Customers in Service Organizations in Cambodia". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/24618719177205476521.
Texto completo國立成功大學
國際管理碩士在職專班
95
In particularly, this study intends to explore the relationship among HRM practices, job satisfaction, service climate, service quality, which influence on customer satisfaction and loyalty. In addition, the quality of service is the main topics and issues in service industries are practicing by paying attention to investigate how to improve and enhance the best service quality for customers on time by reducing their waiting time as well. More importantly, this study surveyed and collected 756 questionnaires, including 108 questionnaires answered by managers, 324 employees, and 324 customers in 108 service units in Cambodia. In addition, by conducting SEM software packages to examine the hypotheses testing and fit measurements of research models and the results indicated that eight hypotheses are positively and strongly relationships with providing very good evidences for the research study. From point of views of the findings indicated that customers were satisfied and loyalty with those service providers by implementing HRM practices, service climate, and employee job satisfaction to enhance the quality of service for customers. However, both of job satisfaction and service quality do not receive support in a sample of 108 service industries. Anyway, this study assumes that the questionnaire designed procedures and educational levels can effect on the relationship between job satisfaction and service quality that lead both relationships are not significant.
林士瑋. "The Study of Relationship Among Personality、Job Characteristic Perception、Empowerment、Service Climate、the Climate for Employee Well-Being、Job Satisfaction、Service Quality Perception and Customer Satisfaction of Service Idustry--Emmpirical Stud". Thesis, 1997. http://ndltd.ncl.edu.tw/handle/56936803542274511752.
Texto completo中原大學
企業管理學系
85
The prmary objective of this study is to investigate the relationship between job satisfaction of emplyee, service quality perception and customer satisfaction in service industry.Research on customer satisfaction has only provided conclusive findings about service quality perception and customer satisfaction. And the findings are aimed at what customer feel, pretermit employee who provides service in service quality perception and customer satisfaction. And the findings are aimed at what customer feel, pretermit employee who provides service in service industry. Thus this study emphasizes that service manager must esteem employee who provides service , create good service climate and climate for employee well-being in order to raise employee job satisfaction in service industry, elevate service quality and create competition of business. To construct the skeleton of this study to investigate the factors about employee job satisfaction by the resarch of relative literature. To provide some empimical evidences; this study investigates the employee and customer of 47 banks in northern of Taiwan. The major findings are as follow: (1)personality of service employee has a significantly and positive relativity to the service climate; (2)job characteristic perception has a significantly and positive relativity to the service climate; (3)empowerment has a significantly and positive relativity to the service climate; (4)personality of service employee has a significantly and positive relativity to the climate for employee well-being; (5) job characteristic perception has a significantly and positive relativity to the climate for employee well-bing; (6)empowerment has a significantly and positive relativity to the climate for employee well-being; (7)the service climate has a significantly and positive relativity to job satisfaction of empliyee; (8)the climate for employee well-being has a significantly and positive relativity to job satisfaction of employee; (9)job satisfaction of employee has a significantly and positive relativity to service quality perception; (10)service quality perception has a significantly and positive relativity to customer satisfaction.
Chen, Wen-Hui y 陳文惠. "The effects of Emotional Labor on Service Quality: The roles of Service Climate and Emotional Competence". Thesis, 2013. http://ndltd.ncl.edu.tw/handle/755yk4.
Texto completo國立東華大學
企業管理學系
101
Drawing on a sample of 619 frontline employees from service industries in Taiwan area, this study examined the effects of emotional labor, including deep acting and surface acting, on service quality, and the differences of these effects considering the moderating roles of service climate and emotional competence. The regression analysis revealed that: (1) frontline workers with higher emotional competence increase the service quality; (2) frontline workers feel higher service climate increase the service quality; (3) frontline workers who display deep acting increase the service quality but frontline workers who display surface acting decrease the service quality; (4) the service climate negatively moderated the effect of surface acting on service quality. It indicated that when the service climate is high, the frontline employees who display surface acting reverse the negative effect on service quality, and are able to have higher service quality. We discuss the implications of these findings for research, as well as for management practice and research limitations.
Wu, Ming-Chun y 吳明純. "A study on the relationships among high performance work systems, service climate and performance of service". Thesis, 2016. http://ndltd.ncl.edu.tw/handle/85596218648878342902.
Texto completo國立中正大學
勞工關係研究所
104
The service industry in Taiwan has become a major role in the economic development, as the service industry is growing fast globally. Organizations need highly flexible resources and practices to assist organizations in achieving goals. High Performance Work System (HPWS) systematically integrates different methods of human resource management, incorporates with organizations’ strategies, and takes employees into consideration of the organizational strategies as a whole. HPWS effectively improves the performance of organizations and management and suits the service industry. HPWS comes from the view of strategic human resource management from the theory of Resource-Based View, and it is different from the approach of traditional human resource theory. This study is based on HPWS to conduct experiments on chain stores in the service industry that have two or more stores in Taiwan. This study focuses on analyzing the relationships among HPWS, service climate, and service performance, based on Hierachical Linear Modeling (HLM). Data were collected on a two-wave approach to avoid common method variance. 329 copies of questionnaire were collected from 90 stores. The findings are below. (1) HPWS has significantly positive effect on employees’ service performance. (2) HPWS has significantly positive effect on service climate. (3) Service climate has significantly positive effect on employees’ service performance. (4) Service climate has fully mediating effect on the HPWS and service performance. Finally, based on the research results, concrete recommendations are provided as the references for the practice.
Hung, Chu-Kuo y 黃初國. "The Study of the Service Climate、Motivation Activities on Service-Oriented Organizational Citizenship Behaviors as Examples". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/14449419239070098627.
Texto completo中國文化大學
國際企業管理研究所
95
The research use service climate as an independent variable to explore the relation-ships in both service climate and service-oriented organizational citizenship behaviors through the moderator variables on motivation Activities from employees to their superiors, we can clarify further the relationships on both two variables. The research group is for Taipei insurance salesperson and is collected by 400 questionnaires. Completed questionnaires were returned by 298 contact-employees (74.50% response rate).Then the effective questionnaires have been analyzed by Descriptive statistics analysis, Reliability analysis and Regression analysis. The results of this research indicate that: According to the analysis done under hierarchical regression model, noticeable positive impact derived from the service climate to the service-oriented organizational citizenship behaviors was confirmed. Moreover, service climate and service-oriented organizational citizenship behaviors between interference effect of motivation Activities to global service climate、customer orientation、managerial practices and Customer Feedback to service climate and service-oriented organizational citizenship behaviors to loyalty、service delivery and participation was parts of the characteristics are capable of presenting distinct explanation on variables of service climate and service-oriented organizational citizenship behaviors.
Lo, Ya-Chiung y 羅雅瓊. "Perceived Organizational Support、 Leader-Member Exchange and Service-Oriented Organizational Citizenship Behaviors:The Mediating of Service Climate". Thesis, 2012. http://ndltd.ncl.edu.tw/handle/57583551512022977862.
Texto completo國立中山大學
人力資源管理研究所
100
The purpose of this study aimed at investigating the relations among Perceived Organizational Support (POS), Leader-Member Exchange (LMX), Service-Oriented Organizational Citizenship Behavior (OCBs) and Service Climate in Taiwan’s convenience stores. The samples of this research are from one of main four convenience stores in Taiwan. Questionnaires were sent to 720 people for survey and a total of 612 responses were received. After checking for completeness, 582 responses were valid date. The data was analyzed by factor analysis, reliability analysis, and measured by LISREL model to examine the relationship among the constructs. The major result of this study is as following: 1. Perceived organizational support and leader-member exchange has positive effect on service-oriented organizational citizenship behaviors. 2. Service climate has positive effect on service-oriented organizational citizenship behaviors. 3. Perceived organizational support and service climate moderate positively service-oriented organizational citizenship behaviors. 4. Leader-member exchange and service climate don’t moderate positively on service-oriented organizational citizenship behaviors.
Hung, Chi-Chiang y 洪啟強. "The Research of Positive Psychological Capital, Job Engagement, Service Climate and Service-Oriented Organizational Citizenship Behavior". Thesis, 2011. http://ndltd.ncl.edu.tw/handle/26470117279769860561.
Texto completo國立中山大學
人力資源管理研究所
99
The purpose of this study is to explore the relationship between positive psychological capital, job engagement, service climate and service-oriented organizational citizenship behavior.The research is analyzed with questionnaires collected from service persons in five different telecommunication companies in Taiwan.Total 634 questionnaires were administered and 605 effective respondents were acquired.The data was analyzed by factor analysis, reliability analysis, descriptive statistics, t-test, ANOVA, person product moment relationship analysis, and measured by SEM model to examine the relationship among the constructs.The major result of this study is as following: 1. Positive psychological capital has positive effect on the job engagement, service climate and service-oriented organizational citizenship behavior. 2. Job engagement has positive effect on the service climate and service-oriented organizational citizenship behavior. 3. Job engagement and service climate moderate positively the relationship between positive psychological capital and service-oriented organizational citizenship behavior. 4. Service climate moderate positively the relationship between job engagement and service-oriented organizational citizenship behavior.
YANG, SZU-HAN y 楊斯涵. "Relationships among Relational Aesthetics of Service Personnel of Skin Care Products, Service Climate and Customer Satisfaction". Thesis, 2018. http://ndltd.ncl.edu.tw/handle/f9f567.
Texto completo國立臺北大學
企業管理學系
106
Aesthetics is a human nature. With the increase in the standard of living of the general public, consumers have begun to pursue aesthetically pleasing lives and experiences. The demand for beauty has also continued to increase, and skin care products have become an indispensable necessity for most people's daily lives. With a wide range of products and various kinds of publicity, if you want to stand out in a highly competitive market, the "service" of service personnel becomes even more important. Therefore, the purpose of this study was to try to understand the relationship between the relationship aesthetics of the skin care products service personnel and the service climate and customer satisfaction. The respondents who had experience with the skin care products service personnel were interviewed and distributed on paper. A total of 450 valid questionnaires were collected. Through the factor analysis, the relationship aesthetics of the skin care products service personnel was divided into the current service and after-sales service. The service climate is divided into environment perception climate and innovation climate. The customer satisfaction is divided into service staff satisfaction and overall brand satisfaction. The analysis of SPSS stratification and Amos shows that the relational aesthetics of the skin care product service staff is satisfactory to the customer. All have significant and positive correlations. The service climate also shows a significant positive correlation with customer satisfaction. Some of the interference effects only improve the climate of innovation and have an interfering effect on the relationship between after-sales service and overall brand satisfaction. Service climate is also a service for skin care products. The relationship between personnel aesthetics and customer satisfaction has some mediating effects. This study expects the result of the aesthetics of the relationship between the skin care service personnel and the service personnel of the future skin care products brand to provide higher quality services to customer needs when providing services.
Hsiao, Shu-Yi y 蕭淑藝. "The Relationships among Locus of Control, Person-Group Fit, Perceived Organizational Service Climate and Service Attitude of Food Service Employees". Thesis, 2014. http://ndltd.ncl.edu.tw/handle/3ype46.
Texto completo國立臺灣師範大學
科技應用與人力資源發展學系
102
Service workers’ service attitude is the key factor of customer satisfaction. It is postulated that personality traits, person-group fit and service climate are the important variables affecting service attitude. However, few researches have done to explore the relations among the variables and service attitude. This study aimed to focus on food service employees, who have long working time, high customer-contact frequency and high emotional labor, to explore the relationships their locus of control, person-group fit, perceived organizational service climate and service attitude. Questionnaire survey was conducted to collect necessary data and 322 valid questionnaires were obtained from 25 international tourist hotels in Taipei. The statistical analyses, t-test, ANOVA (analysis of variance), HRA (hierarchical regression analysis), and SEM (structural equation modeling), were applied. Consequently, the results are obtained as follow: (1) The managers and the front line service staffs have different views of service attitude; (2) Relationships significantly exist among employee’s locus of control, person-group fit, perceived organizational service climate and service attitude; (3) Employee’s person-group fit has moderating effect between service attitude and perceived organizational service climate. Finally, based on the results of this study, suggestions were made for hospitality and tourism industry as a reference.