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臺大管理論叢

26

卷第

2

329

The mediating effect of emotional labor and adaptive selling behavior.

Sun Yat-

Sen Management Review

, 19 (1): 179-206.)

林義屏、董玉娟與李勇輝,

2007

,顧客關係管理在網路銀行服務的應用:網站服務品

質對顧客忠誠度的影響,

交大管理學報

27

1

期:

57-85

(Lin, Yi-Ping,

Tung, Yu-Chuan, and Lee, Yeong-Huei. 2007. Practicing customer relationship

management for Internet banking services: The effect of e-service quality on

customer loyalty.

Chiao Da Management Review

, 27 (1): 57-85.)

周建亨,

2009

,顧客之服務參與對其與企業關係強度影響之研究,

臺大管理論叢

19

2

期:

233-261

doi: 10.6226/NTURM2009.19.2.233 (Chou, Chien-Heng.

2009. The relationship between customer participation and customer relationship

strength.

NTU Management Review

, 19 (2): 233-261. doi: 10.6226/NTURM

2009.19.2.233)

邱燈助、蕭由義與葉淑娟,

2012

,有形和無形醫療服務品質、針灸結果、醫病關係與

病患滿意度之關係:以軟組織針灸治療為例,

組織與管理

5

1

期:

79-110

(Chiu, Teng-Chu, Shiao, Yo-Yi, and Yeh, Jennifer Shu-Chuan. 2012. The

relationship among the tangible and intangible health-care service quality,

acupuncture outcome, physician-patient relationship, and patient satisfaction:

Evidence from patients with soft tissue injury.

Organization and Management

, 5

(1): 79-110.)

紀乃文,

2014

,情緒勞動對組織是利是弊?探討知覺主管支持、同事支持對情緒勞動

與服務績效、離職傾向關係的差異化干擾效果,

組織與管理

7

1

期:

115-160

doi: 10.3966/199687602014020701004 (Chi, Nai-Wen. 2014. Helpful

or harmful? Exploring the moderating effects of supervisory and coworker

support on the relationships between emotional labor, service performance and

turnover intentions.

Organization and Management

, 7 (1): 115-160. doi:

10.3966/199687602014020701004)

紀乃文與陳建丞,

2011

,分店服務氣候、正向團隊情感氛圍、服務人員正向情緒表達

與顧客購買決策關聯性之探討,

組織與管理

4

1

期:

129-162

(Chi, Nai-

Wen, and Chen, Chien-Cheng. 2011. Examining the effects of positive group

affective tone, service climate and employee displayed positive emotions on

customer purchase decision.

Organization and Management

, 4 (1): 129-162.)

胡秀華,

2013

,與奧客共舞:情緒智力調節效果檢驗,

交大管理學報

33

1

期:

1-36

(Hu, Hsiu-Hua. 2013. Dance with problem customers: An examination of the

moderating effect of emotional intelligence.

Chiao Da Management Review

, 33