English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113318/144297 (79%)
Visitors : 51087895      Online Users : 882
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    政大機構典藏 > 商學院 > 企業管理學系 > 學位論文 >  Item 140.119/100445
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/100445


    Title: 員工知覺市場導向文化、內部市場導向與市場 導向行為之關聯性研究:以台灣服務業為例
    Relationships among Employees’ Perception of Market-Oriented Culture, Internal Market Orientation and Market-Oriented Behaviors: An Empirical Study of Taiwan’s Service Industry
    Authors: 張恩欣
    Chang, An Hsin
    Contributors: 洪順慶
    張恩欣
    Chang, An Hsin
    Keywords: 市場導向文化
    市場導向行為
    內部市場導向
    一線服務員工
    Market-oriented culture
    Market-oriented behaviors
    Internal market orientation
    Frontline service employees
    Date: 2016
    Issue Date: 2016-08-22 10:40:47 (UTC+8)
    Abstract: 第一線服務人員是服務過程中創造顧客滿意的關鍵。服務業者要如何讓服務人員認同組織價值觀,如何提升第一線服務人員的顧客導向行為來達成組織目標,是服務業的重要管理課題。儘管市場導向的研究肯定其對組織績效的正向影響。但是這些研究大都是從企業的觀點出發,甚少研究是從員工端的觀點出發,以及更需要釐清企業的市場導向如何影響員工市場導向行為,以及可以透過何種管理機制激發組織成員市場導向的行為表現。過去文獻中市場導向文化的研究被認為忽略了組織文化的層次性與動態性,因此本研究採用市場導向組織文化的層次架構,驗證市場導向文化中,市場導向價值觀、規範與人造產物等組成變數間的關係,以及探討市場導向文化、內部市場導向對員工市場導向行為之間的影響關係。本研究透過多重個案研究與量化研究驗證構念關係。研究第一部分以成功服務品牌之個案研究來驗證,透過三家個案公司跨階層的訪談資料(涵蓋高階主管、中階主管、一線主管及員工)比較個案公司市場導向文化構面,並檢視這些文化構面與內部市場導向管理活動與員工市場導向行為之間的相互影響關係。在量化研究部分,本研究採用階層廻歸分析檢定219位服務業一線員工樣本。研究結果顯示,市場導向價值觀對於規範,進而對於人造產物皆有正向且直接的影響;市場導向規範、人造產與與內部市場導向對員工市場導向行為有顯著的正向關係,而員工的市場導向行為進而顯著影響其個人服務績效。研究結果支持了組織發展市場導向須考量組織文化的層次性特質,當組織組織期望推展市場導向並發揮其對員工行為表現的影響力,需藉由市場導向的人造產物塑造,以及內部市場導向管理活動,讓一線員工能充分認知與內化市場導向價值觀與規範才能確保市場導向對員工行為產生預期的影響。
    Past studies in market orientation (MO) area have extended our knowledge of successful business operations. However, there have been few comprehensive studies into the relationship between market-orientated culture and individual market-orientated behaviors in service firms. It is criticized that previous studies on market-oriented culture typically using behavioral constructs rather than cultural constructs. Based on organizational theory, market-oriented organizational culture has been conceptualized as a multilayer model, which contains MO centered values, norms and artifacts. Moreover, internal market orientation (IMO) has been seen as a complementary view to external MO, as IMO plays crucial role in aligning individual behaviors with corporate goals. This study adopted the multilayer model of culture and also incorporated IMO and employee-level market-oriented behavioral constructs into the framework. Three case studies and a survey sample of 219 frontline service employees were employed to assess the relationships among the different components of market-oriented culture, IMO and employee market-oriented behaviors. Consistent with expectations, findings indicate employee perceptions related to firm MO values influenced firm MO norms, and MO norms influenced MO artifacts. Results also indicate that MO norms influences employee market-oriented behaviors indirectly through MO artifacts and IMO. This study contributes to the understanding of the theoretical relationship between market-oriented culture and employee market-oriented behaviors and also to the roles of market-oriented artifacts and IMO practices involved in introducing MO into service companies.
    Reference: 一、中文部分
    王琮珀(2008)。房屋仲介業擴展模式之研究(未出版碩士論文)。東海大學會計研究所,台中市。
    玉山銀行官方網站(2015)。https://www.esunbank.com.tw/bank/about
    行政院主計處(2015)。統計手冊104年度。http://www.dgbas.gov.tw/lp.asp?CtNode=3386andCtUnit=214andBaseDSD=7andmp=1
    信義房屋官方網站(2015)。http://www.sinyi.com.tw/
    秦兆瑋(2009)。內部市場導向對員工顧客導向行為之影響—整合合理行動理論與情感事件理論模式(未出版博士論文)。成功大學企業管理學系,台南市。
    莊博閔(2009)。房仲加盟店經營要素之探討(未出版碩士論文)。銘傳大學管理研究所,台北市。
    黃亦筠(2007)。信義房屋-周俊吉身段柔軟,骨子叛逆。天下雜誌,第385期。
    彭台光、高月慈、林鉦棽(2006)。管理研究中的共同方法變異: 問題本質, 影響, 測試和補救。管理學報, 23(1), 77-98。
    童鈺熹(2007)。房屋仲介業不同連鎖體系在教育訓練系統上之差異(碩士論文)。國立中山大學人力資源管理研究所,高雄市。
    雄獅旅遊官方網站(2015)。http://www.liontravel.com/info/aboutlion/tw/company.asp
    楊仁壽、卓秀足、俞慧芸(2011)。組織理論與管理—個案、衡量與產業應用。台北市:雙葉書廊。
    鄭榮發(2009)。房仲業新核心價值-企業社會責任(未出版碩士論文)。國立中山大學管理學院,高雄市。
    蕭文龍(2007)。多變量分析最佳入門實用書。台北市:碁峰資訊股份有限公司。
    蕭至惠、吳宏文、蔡進發(2009)。關係利益,關係品質與關係產出整合模型之研究-不同服務業種類之驗證。行銷科學學報,5(1),35-78。
    顏鴻傑(2010)。工作鑲嵌程度與員工離職傾向之關係:以國軍志願役士官為例(未出版碩士論文)。中華大學行政管理所,新竹市。
    二、英文部分
    Ahmed, P., and Rafiq, M. (2002). Internal Marketing: Tools and concepts for customer-focused management. Oxford: Butterworth-Heinemann.
    Ahmed, P., Rafiq, M., and Saad, N. M. (2003). Internal marketing and the mediating role of organisational competencies. European Journal of Marketing, 37(9), 1221-1241.
    Al-Mohammad, S., Akroush, M., & Lutfi Odetallah, A. (2014). Marketing culture and business performance: Re-examination of Webster`s marketing culture measurement scale. Marketing Intelligence & Planning, 32(7), 794-822.
    Anderson, J. C.,Gerbing, D. W.(1988).Structural Equation Modeling in Practice: A Review and Recommended Two-step. Approach.Psychological Bulletin,103(3),411-423.
    Aryee, S., Chay, Y. W., and Chew, J. (1994). An investigation of the predictors and outcomes of career commitment in three career stages. Journal of Vocational Behavior, 44(1), 1-16.
    Auh, S., Menguc, B., & Jung, Y. S. (2014). Unpacking the relationship between empowering leadership and service-oriented citizenship behaviors: a multilevel approach. Journal of the Academy of Marketing Science, 42(5), 558-579.
    Bansal, H. S., Mendelson, M. B., and Sharma, B. (2001). The Impact of Internal Marketing Activities on External Marketing Outcomes. Journal of Quality Management, 6(1), 61-76.
    Barnes, J. W., Jackson Jr, D. W., Hutt, M. D., & Kumar, A. (2006). The role of culture strength in shaping sales force outcomes. Journal of Personal Selling & Sales Management, 26(3), 255-270.
    Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173.
    Bentler, P. M., & Yuan, K. H. (1999). Structural Equation Modeling with Small Samples:Test Statistics. Multivariate Behavioral Research, 34(2), 181-197
    Berry, L. L. (1981). The Employee as Customers. Journal of Retail Banking, 3(1), 25-38.
    Berry, L., and Parasuraman, A. (1991). Marketing Services: Competing Through Quality, New York: The Free Press.
    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.
    Bowen, D. E., & Schneider, B. (1988). Services marketing and management-implications for organizational-behavior. Research in organizational behavior,10, 43-80.
    Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W. (2002). The customer orientation of service workers: Personality trait effects on self-and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
    Cameron, K. S., and Quinn, R. E. (1999). Diagnosing and changing organizational culture based on thecompeting values framework. New York: Addison-Wesley Longman, Inc.
    Campbell, J. P., McCloy, R. A., Oppler, S. H., & Sager, C. E. (1993). A theory of performance. In E. Schmitt, W. C. Borman, & Associates (Eds.), Personnel selection in organizations (pp. 35–70). San Francisco: Jossey-Bass
    Carr J. C., and Lopez, T. B. (2007). Examining market orientation as both culture and conduct: modeling the relationships between market orientation and employee responses. Journal of Marketing Theory and Practice. 15(2), 113-125.
    Carter, L., and Gray, D. (2007). Relational competence, internal market orientation and employee performance. Marketing Review, 7(4), 385-400.
    Chatman, J. A., and Spataro, S. E. (2005). Using self-categorization theory to understand relational demography-based variations in people`s responsiveness to organizational culture. Academy of ManagementJournal, 48(2), 321-331.
    Chen, Y., Tang, G., Jin, J., Li, J., & Paillé, P. (2015). Linking market orientation and environmental performance: The influence of environmental strategy, employee’s environmental involvement, and environmental product quality. Journal of Business Ethics, 127(2), 479-500.
    Conduit, J., and Mavondo, F. T. (2001). How critical is internal customer orientation to market orientation? Journal of Business Research, 51(1), 11-24.
    Day, G. S., (1994). The capabilities of market-driven organizations, Journal of Marketing, 58(10), 37-52.
    Day, G. S., (1999). Misconceptions about market orientation. Journal of market-focused management, 4(1), 5-16.
    Deal, T., and Kennedy, A. E. (1982). Corporate cultures. Reading, MA: Addison-Wesley.
    Denison, D. R. (1996). What is the difference between organizational culture and organizational climate? A native`s point of view on a decade of paradigm wars. Academy of Management Review, 21(3), 610-654.
    Deshpandè, R., and Farley, J. U. (1999). Executive insights: Corporate culture and market orientation: Comparing Indian and Japanese firms. Journal of International Marketing, 7(4), 111-127.
    Deshpandé, R., and Webster, F. (1989). Organizational Culture and Marketing: Defining the Research Agenda. Journal of Marketing, 53(1), 3-15.
    Deshpandè, R., Farley, J. U., and Webster, F. (1993). Japanese firms: A quardard analysis. Journal of Marketing, 57(1), 23-27.
    Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of marketing, 68(1), 128-146.
    Dong, X. D., Zhang, Z., Hinsch, C. A., & Zou, S. (2016). Reconceptualizing the elements of market orientation: A process-based view. Industrial Marketing Management.
    Drucker, P. (1954). The Practice of Management, Harper and Row Publishers, New York, NY.
    Dunham, R. B., Grube, J. A., and Castaneda, M. B. (1994). Organizational commitment: The utility of an integrative definition. Journal of Applied Psychology, 79(3), 370.
    Dunn, M. G., Norburn, D., and Birley, S. (1994). The impact of organizational values, goals, and climate on marketing effectiveness. Journal of Business Research, 30(2), 131-141.
    Eisenhardt, K. (1989). Building theories from case study research. Academy of Management Review, 14(4), 532-550.
    Ellinger, A. E., Ketchen, K. J., Hult, G. T., Elmadağ, A. B., and Richey, R. G. (2007). Market orientation, employee development practices, and performance in logistics service provider firms. Industrial Marketing Management, 37(4), 353-366.
    Farrell, M. (2005). The effect of a market‐oriented organisational culture on sales‐force behaviour and attitudes. Journal of strategic marketing, 13(4), 261-273.
    Farrell, M. A. (2005). The effect of a market‐oriented organisational culture on sales‐force behaviour and attitudes. Journal of strategic marketing, 13(4), 261-273.
    Farrell, M., and Oczkowski, E. (1997). An Analysis of the MKTOR and MARKOR Measures of Market Orientation: An Australian Perspective. Marketing Bulletin, 8(May), 30-40.
    Flipo, J. P. (1986). Service firms: interdependence of external and internal marketing strategies. European journal of Marketing, 20(8), 5-14.
    Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of marketing research, 18(1), 382-388.
    Gainer, B., & Padanyi, P. (2005). The relationship between market-oriented activities and market-oriented culture: implications for the development of market orientation in nonprofit service organizations. Journal of business research, 58(6), 854-862.
    Gebhardt, G., Carpenter, G., and Sherry, J. (2006). Creating a Market Orientation: A Longitudinal, Multifirm, Grounded Analysis of Cultural Transformation. Journal of Marketing, 70(4), 37-55.
    George, W. (1990). Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level. Journal of Business Research, 20(1), 63-70.
    Giannakis, D., & Harker, M. J. (2014). Strategic alignment between relationship marketing and human resource management in financial services organizations. Journal of Strategic Marketing, 22(5), 396-419.
    González-Benito, O., and González-Benito, J. (2005). Cultural vs. operational market orientation and objective vs. subjective performance: Perspective of production and operations. Industrial Marketing Management, 34(2), 797-829.
    Gordon, G. (1991). Industry determinants of organizational culture. Academy of Management Review, 16(2), 396-415.
    Gounaris, S. (2008). Antecedents of internal marketing practice: some preliminary empirical evidence. International Journal of Service Industry Management, 19(3), 400-434.
    Gounaris, S. P. (2006). Internal-market orientation and its measurement. Journal of Business Research, 59(4), 432-448.
    Gounaris, S., Vassilikopoulou, A., and Chatzipanagiotou, K. C. (2010). Internal-market orientation: a misconceived aspect of marketing theory. European Journal of Marketing, 44(11/12), 1667-1699.
    Graebner, M. E., and Eisenhardt, K. M. (2004). The seller`s side of the story: Acquisition as courtship and governance as syndicate in entrepreneurial firms. Administrative Science Quarterly, 49(3), 366-403.
    Grant, R. M. (1991). The resource-based theory of competitive advantage: implications for strategy formulation. California Management Review, 33(3), 113-135.
    Gray, B. J., Greenley, G. E., Matear, S. M., & Matheson, M. P. K. (1999). Thriving on turbulence. Journal of Market-Focused Management, 4(3), 231-257.
    Gray, D. M. (2010). Putting internal market orientation into behavioral patterns employed during marketing strategy implementation. In Conference on Marketing Strategy, Macquarie University.
    Greene, W. E., Walls, G. D., and Schrest, L. J. (1994). Internal marketing: the key to external marketing success. Journal of services marketing, 8(4), 5-13.
    Greenley, G. E. (1995). Market Orientation and Company Performance: Empirical Evidence from UK Companies. British Journal of Management, 6(1), 1-13.
    Griffiths, J. S., & Grover, R. (1998, January). A framework for understanding market orientation: The behavior and the culture. In American Marketing Association. Conference Proceedings (Vol. 9, pp. 311-320). Chicago: American Marketing Association.
    Grönroos, C. (1981). Internal marketing-an integral part of marketing theory. Marketing of services, 236-238. In J. H. Donnelly and W. E. George (Eds.), Marketing of Services (pp. 236-238). Chicago: American Marketing Association.
    Grönroos, C. (1985). Internal marketing-theory and practice. Paper presented at the Services marketing in a changing environment.
    Grönroos, C. (1990). Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface. Journal of Business Research, 20(1), 3-11.
    Gummesson, E. (1987). Using internal marketing to develop a new culture- the case of ericsson quality. Journal of Business and Industrial Marketing. 2(3):23-8.
    Gummesson, E. (2008). Customer centricity: reality or a wild goose chase? European Business Review, 20(4), 315-330.
    Hair, J. F., Anderson, R. E., Tatham, R. L., & William, C. (2006). Black (1998), Multivariate data analysis(6th ed.). Upper Saddle River, NJ: Prentice Hall
    Han, J., Kim, N., and Srivastava, R. K. (1998). Market Orientation and Organizational Performance: Is Innovation a Missing Link? Journal of Marketing, 62(4), 30-45.
    Harris, L. C. (1998). Cultural domination: the key to market-oriented culture?.European Journal of Marketing, 32(3/4), 354-373.
    Harris, L. C. (2002). Sabotaging market-oriented culture change: an exploration of resistance justifications and approaches. Journal of Marketing Theory and Practice, 10(3), 58-74.
    Harris, L. C., & Ogbonna, E. (2000). The responses of front-line employees to market-oriented culture change. European Journal of Marketing, 34(3/4), 318-340.
    Harris, L. C., and Piercy, N. F. (1999). Management behavior and barriers to market orientation in retailing companies. Journal of Services Marketing, 13(2), 113-131.
    Hartline, M. D., Maxham III, J. G., & McKee, D. O. (2000). Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees. Journal of Marketing, 64(2), 35-50.
    Hays, R. D., Hayashi, T., & Stewart, A. L. (1989). A five-item measure of socially desirable response set. Educational and psychological measurement,49(3), 629-636.
    Herriott, R. E., and Firestone, W. A. (1983). Multisite qualitative policy research: Optimizing description and generalizability. Educational Researcher, 12(2), 13-19.
    Hogan, S. J., & Coote, L. V. (2014). Organizational culture, innovation, and performance: A test of Schein’s model. Journal of Business Research, 67(8), 1609-1621.
    Homburg, C., and Pflesser, C. (2000). A Multiple-Layer Model of Market-Oriented Organizational Culture: Measurement Issues and Performance Outcomes. Journal of Marketing Research, 37(4), 449-462.
    Homburg, C., Wieseke, J., & Bornemann, T. (2009). Implementing the marketing concept at the employee-customer interface: the role of customer need knowledge. Journal of Marketing, 73(4), 64-81.
    House, R. J., Rousseau, D. M., & Thomas-Hunt, M. (1995). The third paradigm: Meso organizational research comes to age. Research in organizational behavior, 17, 71-114.
    Hult, G., and Ketchen, D. (2001). Does market orientation matter?: A test of the relationship between positional advantage and performance. Strategic management Journal, 22(9), 899-906.
    Hult, G., Ketchen, D., and Slater, S. (2005). Market orientation and performance: an integration of disparate approaches. Strategic Management Journal, 26(12), 1173-1181.
    Hunt, S. D. and Morgan, R. M. (1995). The Comparative Advertising Theory of Competition. Journal of Marketing, 59(4), 1-15.
    Hurley, R. (1998). Customer service behavior in retail settings: a study of the effect of service provider personality. Journal of the Academy of Marketing Science, 26 (2), 115-127.
    Hurley, R. and Hult, G. (1998). Innovation, market orientation, and organizational learning: an integration and empirical examination. Journal of Marketing, 62(3): 42-54.
    Ismail, S. T. (2009). The effect of Relationship Marketing on Organizational Outcomes "An Apply Study in Jordanian insurance companies. European Journal of Social Sciences. 12(2), 176-184.
    Iyer, R., & Johlke, M. C. (2015). The role of external customer mind-set among service employees. Journal of Services Marketing, 29(1), 38-48.
    Jarvenpaa, S. L.,Tractinsky, N., & Vitale, M. (2000). Consumer Trust in an Internet Store. Information Technology and Management, 1(12):45-71.
    Jaworski, B., and Kohli, A. (1993). Market orientation: Antecedents and Consequences. Journal of Marketing, 57(3), 53-70.
    Jaworski, B., and Kohli, A. (1996). Market orientation: review, refinement, and roadmap. Journal of Market Focused Management, 1(2), 119-35.
    Jebarajakirthy, C., Thaichon, P & Yoganathan,.D. (2016) Enhancing corporate social responsibility through market orientation practices in bottom of pyramid markets: with special reference to microcredit institutions. Journal of Strategic Marketing, 24(5), 398-417.
    Jonas, E., Schulz-Hardt, S., Frey, D., & Thelen, N. (2001). Confirmation bias in sequential information search after preliminary decisions: an expansion of dissonance theoretical research on selective exposure to information. Journal of personality and social psychology, 80(4), 557.
    Jones, E., Busch, P., and Dacin, P. (2003). Firm market orientation and salesperson customer orientation: interpersonal and intrapersonal influences on customer service and retention in business-to business buyer-sell relationships. Journal of Business Research, 56(4), 323-340.
    Karatepe, O. M., Avci, T., & Arasli, H. (2004). Effects of Job Standardization and Job Satisfaction on Service Quality: A Study of Frontline Employeesin Northern Cyprus. Services Marketing Quarterly, 25(3), 1-17.
    Kasper, H. (2002). Culture and leadership in market-oriented service organisations. European Journal of Marketing, 36(9/10), 1047-1057.
    Katsikeas, C. S., Morgan, N. A., Leonidou, L. C., & Hult, G. T. M. (2015). Assessing Performance Outcomes in Marketing. Journal of Marketing.
    Katz, D. (1964). The motivational basis of organizational behavior. Behavioral Science, 9(2), 131-46.
    Katz, D., & Kahn, R. L. (1978). The social psychology of organizations. New York: Wiley.
    Keith, R. J. (1960). The Marketing Revolution. Journal of Marketing, 24(1): 35-38
    Kelley, S. W. (1992). Developing customer orientation among service employees. Journal of the academy of Marketing Science, 20(1), 27-36.
    Kirca, A. H., Jayachandran, S., and Bearden, W. O. (2005). Market orientation: a meta-analytic review and assessment of its antecedents and impact on performance. Journal of Marketing, 69(2), 23-41.
    Klein, K. J., & Kozlowski, S. W. (2000). From micro to meso: Critical steps in conceptualizing and conducting multilevel research. Organizational research methods, 3(3), 211-236.
    Kohli, A., and Jaworski, B (1990). Market Orientation: The Construct, Research Propositions, and Managerial Implications. Journal of Marketing, 54 (2), 1-18.
    Kohli, A., Jaworski, B., and Kumar, A. (1993). MARKOR: A measure of market Orientation. Journal of marketing research, 30(4), 467-477.
    Korschun, D., Bhattacharya, C. B., & Swain, S. D. (2014). Corporate social responsibility, customer orientation, and the job performance of frontline employees. Journal of Marketing, 78(3), 20-37.
    Kosuge, R. (2015). Measuring market orientation in the context of service organizations: A context-specific study. Annals of Business Administrative Science, 14(3), 137-146.
    Kotler, P., and Levy, S. J. (1969). Broadening the concept of marketing. Journal of Marketing, 33(1), 10-15.
    Kotler, P. and Armstrong, G. (1991). Principles of Marketing 5th ed., Englewood Cliffs, N.J., Prentice-Hall, Inc.
    Kotter, J., and J. Heskett (1992). Corporate culture and performance. New York: The Free Press.
    Kumar, V., Jones, E., Venkatesan, R., and Leone, R. (2011). Is Market Orientation a Source of Sustainable Competitive Advantage or Simply the Cost of Competing?. Journal of Marketing, 75(1), 16-30.
    Lafferty, B. A., and Hult, G.T.M. (2001). A synthesis of contemporary market orientation perspectives. European Journal of Marketing, 35(1/2), 92-109.
    Lam, S., Kraus, F., and Ahearne, M. (2010). The diffusion of market orientation throughout the organization: a social learning theory perspective. Journal of Marketing, 74(5), 61-79.
    Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58.
    Lings, I. (1999). Balancing internal and external market orientations. Journal of Marketing Management, 15(4), 239-263.
    Lings, I. (2004). Internal market orientation: construct and consequences. Journal of Business Research, 57(4), 405-413.
    Lings, I., and Greenley, G. (2005). Measuring internal market orientation. Journal of Service Research, 7(3), 290-305.
    Lings, I., and Greenley, G. (2009). The impact of internal and external market orientations on firm performance. Journal of Strategic Marketing, 17(1), 41-53.
    Lings, I., and Greenley, G. (2010). Internal market orientation and market¬oriented behaviours. Journal of Service Management, 21(3), 321‐343.
    Lundy, O. & Cowling, A. (1996). Strategic Human Resource Management. London: Thompson.
    Maister, D. H., and Lovelock, C. H. (1982). Managing facilitator services. Sloan Management Review, 23(4), 19-31.
    Martin, J. H., Martin, B. A., & Minnillo, P. R. (2009). Implementing a market orientation in small manufacturing firms: from cognitive model to action. Journal of Small Business Management, 47(1), 92-115.
    Matsuno, K., and Mentzer, J. T. (2015). Market Orientation: Reconciliation of Two Conceptualizations. In Proceedings of the 1995 Academy of Marketing Science (AMS) Annual Conference (pp. 49-55). Springer International Publishing.
    Matsuno, K., Mentzer, J., and Özsomer, A. (2002). The effects of entrepreneurial proclivity and market orientation on business performance. The Journal of Marketing, 66(2), 18-32.
    Matsuno, K., Menzter, L., and Renz, J. (2005). A conceptual and empirical comparison of three Market orientation scales. Journal of Business Research. 58(1), 1-8.
    Mattila, A. S., & Enz, C. A. (2002). The role of emotions in service encounters.Journal of Service Research, 4(4), 268-277.
    Mavondo, F., and Farrell, M. (2000). Measuring market orientation: are there differences between business marketers and consumer marketers? Australian Journal of Management, 25 (2), 223-244.
    Menguc, B., Auh, S., Katsikeas, C. S., & Jung, Y. S. (2016). When Does (Mis) Fit in Customer Orientation Matter for Frontline Employees’ Job Satisfaction and Performance?. Journal of Marketing, 80(1), 65-83.
    Miles, M. B., and Huberman, A. M. (1994). Qualitative data analysis: An expanded sourcebook. Sage.
    Morgan, N., Vorhies, D., and Mason, C. (2009). Market orientation, marketing capabilities, and firm performance. Strategic Management Journal, 30(8), 909-920.
    Narver, J. C., Slater, S. F., and Tietje, B. C. (1998). Creating a market orientation. Journal of Market Focused Management. 2 (3), 241-56.
    Narver, J., and Slater, S. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54(4), 20-35.
    Nunnally, J. C. (1978).Psychometric theory (2nd ed.). New York, NY: McGraw-Hill.
    Obenchain, A. (2002). Organizational culture and organizational innovation in not-for-profit, private and public institutions of higher education. UMI: Unpublished Dissertation, Nova Southeastern University.
    O`Reilly , C. A. (1989). Corporations, culture and commitment: Motivation and social control in organizations. California Management Review, 31(4), 9-25.
    O`Reilly, C. A., and Chatman, J. A. (1996). Culture as social control: Corporations, cults, and commitment. Research in Organizational Behavior, 18, 157-200.
    O`Reilly, C. A., and J. A. Chatman (1986). Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior. Journal of Applied Psychology, 71(3), 492-499.
    Ott, J. S. (1989). The Organizational Culture Perspective. Chicago, IL: Dorsey Press.
    Ouchi, W. (1981). Theory Z: How American business can meet the Japanese challenge. Business Horizons, 24(6), 82-83.
    Patton, M. (2002). Qualitative research and evaluation methods (3rd Ed.). Thousand Oaks, CA: Sage.
    Paul, M., Hennig-Thurau, T., & Groth, M. (2015). Tightening or loosening the “iron cage”? The impact of formal and informal display controls on service customers. Journal of Business Research, 68(5), 1062-1073.
    Pelham, A. M., and Wilson, D. T. (1996). A longitudinal study of the impact of market structure, firm structure, strategy, and market orientation culture on dimensions of small-firm performance. Journal of the Academy of Marketing Science. 24(1), 27-43.
    Pennings, J., Lee, K., and Van Witteloostuijn, A. (1998). Human capital, social capital, and firm dissolution. Academy of Management journal, 41(4), 425-440.
    Peters, T. J., and Waterman, R. H. (1982). In search of excellence: Lessons from America`s best-run companies. New York: Harper Collins.
    Pfeffer, J., and Salancik, G. R. (2003). The external control of organizations: A resource dependence perspective: Stanford University Press.
    Piercy, N. F., Cravens, D. W., and N. Lane (2003). Sales Manager Behavior Control Strategy and Its Consequences: The Impact of Manager Gender Differences, Journal of Personal Selling and Sales management, 23 (3), 221-237.
    Piercy, N., and Morgan, N. (1991). Internal marketing: The missing half of the marketing programmer. Long Range Planning, 24(2), 82-93.
    Pitt, L. F., & Foreman, S. K. (1999). Internal marketing role in organizations: a transaction cost perspective. Journal of Business Research, 44(1), 25-36.
    Plouffe, C. R., Hulland, J., & Wachner, T. (2009). Customer-directed selling behaviors and performance: a comparison of existing perspectives. Journal of the Academy of Marketing Science, 37(4), 422-439.
    Rafiq, M., and Ahmed, P. K. (1993). The Scope of Internal Marketing: Denning the Boundary Between Marketing and Human Resource Management. Journal of Marketing Management, 9(3), 219-232.
    Rafiq, M., and Ahmed, P. K. (2000). Advances in the internal marketing concept: definition, synthesis and extension. Journal of Services Marketing, 14(6), 449-462.
    Saks, A. M., & Ashforth, B. E. (1997). Organizational socialization: Making sense of the past and present as a prologue for the future. Journal of vocational Behavior, 51(2), 234-279.
    Sasser, W. E., and Arbeit, S. F. (1976). Selling jobs in the service sector. Business Horizons, 19(3), 61-65.
    Saxe, R., & Weitz, B. A. (1982). The SOCO scale: A measure of the customer orientation of salespeople. Journal of marketing research, 343-351.
    Schein, E. H. (1985). Organizational Culture and Leadership. San Francisco: Jossey-Bass.
    Schein, E. H. (1992). Organizational Culture and Leadership (2nd ed.). San Francisco: Jossey-Bass.
    Schein, E. H. (2010). Organizational culture and leadership (4th ed.). San Francisco: Jossey-Bass.
    Schein, E. H. (1999). The Corporate Culture Survival. Guide. San Francisco: Jossey-Bass.
    Schneider, B. (1987). The people make the place. Personnel psychology, 40(3), 437-453.
    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.
    Shah, D., Rust, R. T., Parasuraman, A., Staelin, R., & Day, G. S. (2006). The path to customer centricity. Journal of service research, 9(2), 113-124.
    Shapiro, B. P. (1988), What the Hell is ‘Market Oriented’?, Harvard Business Review, 66(November-December), 119-125.
    Shoemaker, M. E., & Pelham, A. M. (2013). Does Salesperson Perception of the Firm-Level of Market Orientation Influence Sales Behavior and Performance Attributions?. Journal of Managerial Issues, 25(4), 381.
    Slater, S. F., and Narver, J. C. (1994). Does Competitive Environment Moderate the Market Orientation-Performance Relationship?. Journal of Marketing, 58(1), 46-55.
    Slater, S. F., and Narver, J. C. (1995). Market Orientation and the Learning Organization. Journal of Marketing, 59(3), 63-74.
    Song, J., Wang, R., & Cavusgil, S. T. (2015). State ownership and market orientation in China`s public firms: An agency theory perspective. International Business Review, 24(4), 690-699.
    van Raaij, E., and Stoelhorst, J. (2008). The implementation of a market orientation: A review and integration of the contributions to date. European Journal of Marketing, 42(11/12), 1265-1293.
    Voss, G. B., & Voss, Z. G. (2000). Strategic orientation and firm performance in an artistic environment. Journal of marketing, 64(1), 67-83.
    Wasmer, D. J., and Bruner II, G. C. (1991). Using organizational culture to design internal marketing strategies. Journal of Services Marketing, 5(1), 35-46.
    Webster, F. E. (1994). Market-driven management: using the new marketing concept to create a customer-oriented company. New York: John Wiley and Sons.
    Wiener, Y. (1982) Commitment in organizations: A normative view. Academy of Management Review. 7(3), 418-428.
    Winter, J. P. (1985). Getting your house in order with internal marketing: A marketing prerequisite. Health Marketing Quarterly, 3(1), 69-77.
    Yin, R. K. (1989). Case Study Research Design and Methods. Newbury Park, CA: Sage.
    Yin, R. K. (2003). Case study research: Design and methods (3rd ed.). Newbury Park, CA: Sage.
    Yin, R. K. (2008). Case study research: Design and Methods (4th ed.). Los Angeles: Sage.
    Yoon, S. J., & Lee, S. H. (2005). Market-oriented culture and strategy: Are they synergistic. Marketing Bulletin, 16(4), 1-20.
    Zablah, A. R., Franke, G. R., Brown, T. J., & Bartholomew, D. E. (2012). How and when does customer orientation influence frontline employee job outcomes? A meta-analytic evaluation. Journal of Marketing, 76(3), 21-40.
    Zeithaml, V. A., Rust, R. T., and Lemon, K. N. (2001). The customer pyramid: creating and serving profitable customers. California Management Review, 43(4), 118-142.
    Zhou, K., Li, J., Zhou, N., and Su, C. (2008). Market orientation, job satisfaction, product quality, and firm performance: evidence from China. Strategic Management Journal, 29(9), 985-1000.
    Zhu, T. (2014). Toward Opening up the Black Box for Market Orientation (Doctoral dissertation, University of Groningen).
    Description: 博士
    國立政治大學
    企業管理學系
    96355510
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0096355510
    Data Type: thesis
    Appears in Collections:[企業管理學系] 學位論文

    Files in This Item:

    File Description SizeFormat
    551001.pdf2803KbAdobe PDF2120View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本網站維護人員(nccur@nccu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback