题名

非營利組織志工顧客公民行為之研究：以臺東馬偕紀念醫院志工隊為例

并列篇名

The Study of Customer Citizenship Behavior for Nonprofit Organization Volunteer: Empirical Study of Taitung Mackay Memorial Hospital Volunteer Team

作者

連志峰(Chih-Feng Lien)；吳靜惠(Jing-Hung Wu)

关键词

自我一致性 ； 領導行為 ； 任務導向 ； 關懷導向 ； 顧客承諾 ； 顧客公民行為 ； Self-consciousness ； Leadership Behavior ； Task-oriented ； Careoriented ； Customer Commitment ； Customer Citizenship Behavior

期刊名称

顧客滿意學刊

卷期/出版年月

12卷1期（2016 / 03 / 01）

页次

93 - 115

内容语文

繁體中文
中文摘要

本研究是以量化研究問卷調查法為研究方法，以204位臺東馬偕紀念醫院志工為研究之有效樣本。本研究採結構方程模式進行模式檢驗，實證結果發現：(1)志工自我一致性及領導行為-任務導向對顧客承諾沒有顯著正向影響，其驗證結果與過去學者之論點不同；(2)領導行為-關懷導向對顧客承諾有顯著正向影響，其驗證結果與過去學者之論點一致；(3)顧客承諾對顧客公民行為有顯著正向影響，其驗證結果與過去學者之論點一致。
英文摘要

This study based on quantitative research method for the survey with 204 volunteers of the Volunteer Team of Mackay Memorial Hospital at Taitung Branch. This study applied structural equation modeling to validate the hypotheses. The results show that (1) volunteering self-consistency and leadership behavior- task-oriented do not have a significant and positive effects on customer commitment. (2) Leadership behavior- care-oriented has a significant and positive effects on customer commitment. (3) Customer commitment has a significant and positive effect on customer citizenship behavior.
主题分类 社會科學 > 經濟學
社會科學 > 管理學
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被引用次数
  1. 戴心妍,林英顏(2022)。長照機構顧客涉入與顧客公民行為間關係之研究－以顧客自我效能為中介變數。弘光學報，90，75-92。
  2. 黃韻宇,陳哲翰,高聖博,何縕琪,朱紹盈(2022)。「標準化病人參與經驗量表」之編製與驗證。測驗學刊，69(2)，143-165。
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