東華大學圖書館 |

語系: 繁體中文

說明(常見問題)

回圖書館首頁

手機版館藏查詢

登入

回首頁

切換: 標籤 | MARC模式 | ISBD

A Multi-Level Dyadic Restaurant Empl...

Liu, Jing.

FindBook

Google Book

Amazon

博客來

A Multi-Level Dyadic Restaurant Employee-Customer Model of Orientation, Incivility, and Satisfaction: An Identity-Based Extension of Belongingness Theory.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	A Multi-Level Dyadic Restaurant Employee-Customer Model of Orientation, Incivility, and Satisfaction: An Identity-Based Extension of Belongingness Theory./
作者:	Liu, Jing.
出版者:	Ann Arbor : ProQuest Dissertations & Theses, : 2017,
面頁冊數:	206 p.
附註:	Source: Dissertation Abstracts International, Volume: 79-10(E), Section: A.
Contained By:	Dissertation Abstracts International79-10A(E).
標題:	Management. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=10681811
ISBN:	9780438072015

A Multi-Level Dyadic Restaurant Employee-Customer Model of Orientation, Incivility, and Satisfaction: An Identity-Based Extension of Belongingness Theory.
Liu, Jing.

A Multi-Level Dyadic Restaurant Employee-Customer Model of Orientation, Incivility, and Satisfaction: An Identity-Based Extension of Belongingness Theory. - Ann Arbor : ProQuest Dissertations & Theses, 2017 - 206 p.

Source: Dissertation Abstracts International, Volume: 79-10(E), Section: A.

Thesis (Ph.D.)--Oklahoma State University, 2017.

This study attempts to investigate the paradoxical impacts of customer/employee orientation on customer/employee satisfaction. Drawing on belongingness theory (Baumeister & Leary, 1995), employee/customer incivility act as a mediator that elucidates whether and how customer/employee orientation reduces customer/employee satisfaction. Whereas the proposed indirect associations are discovered to be nonsignificant, the boundary conditions suggested by social identity theories (Brewer, 1991; Tajfel & Turner,1979; 1985) determine the strength of the direct customer/employee orientation-incivility, and customer/employee incivility-satisfaction links to vary by different levels of identification with a company. For customers, high identification appears to have a neutralizing effect by nullifying the customer orientation-incivility link. However, the direct relationship is significant in moderately identified group. With regard to employees, the direct relationship between employee incivility and satisfaction is significant for moderately identified employees, but not for highly identified employees. The models are tested on dyadic samples comprising 873 employees matched with 2,619 customers across 44 restaurants in China. MSEM is employed to analyze the clustered data by simultaneously accounting for within- and between-level variability.

ISBN: 9780438072015Subjects--Topical Terms:

516664
Management.

A Multi-Level Dyadic Restaurant Employee-Customer Model of Orientation, Incivility, and Satisfaction: An Identity-Based Extension of Belongingness Theory.
LDR:02399nmm a2200313 4500 001 2203546
005 20190531105740.5
008 201008s2017 ||||||||||||||||| ||eng d
020 $a 9780438072015
035 $a (MiAaPQ)AAI10681811
035 $a (MiAaPQ)okstate:15456
035 $a AAI10681811
040 $a MiAaPQ $c MiAaPQ
100 1 $a Liu, Jing. $3 1027965
245 1 2 $a A Multi-Level Dyadic Restaurant Employee-Customer Model of Orientation, Incivility, and Satisfaction: An Identity-Based Extension of Belongingness Theory.
260 1 $a Ann Arbor : $b ProQuest Dissertations & Theses, $c 2017
300 $a 206 p.
500 $a Source: Dissertation Abstracts International, Volume: 79-10(E), Section: A.
500 $a Adviser: Hailin Qu.
502 $a Thesis (Ph.D.)--Oklahoma State University, 2017.
520 $a This study attempts to investigate the paradoxical impacts of customer/employee orientation on customer/employee satisfaction. Drawing on belongingness theory (Baumeister & Leary, 1995), employee/customer incivility act as a mediator that elucidates whether and how customer/employee orientation reduces customer/employee satisfaction. Whereas the proposed indirect associations are discovered to be nonsignificant, the boundary conditions suggested by social identity theories (Brewer, 1991; Tajfel & Turner,1979; 1985) determine the strength of the direct customer/employee orientation-incivility, and customer/employee incivility-satisfaction links to vary by different levels of identification with a company. For customers, high identification appears to have a neutralizing effect by nullifying the customer orientation-incivility link. However, the direct relationship is significant in moderately identified group. With regard to employees, the direct relationship between employee incivility and satisfaction is significant for moderately identified employees, but not for highly identified employees. The models are tested on dyadic samples comprising 873 employees matched with 2,619 customers across 44 restaurants in China. MSEM is employed to analyze the clustered data by simultaneously accounting for within- and between-level variability.
590 $a School code: 0664.
650 4 $a Management. $3 516664
650 4 $a Marketing. $3 536353
650 4 $a Business administration. $3 3168311
690 $a 0454
690 $a 0338
690 $a 0310
710 2 $a Oklahoma State University. $b Hospitality Administration. $3 1028906
773 0 $t Dissertation Abstracts International $g 79-10A(E).
790 $a 0664
791 $a Ph.D.
792 $a 2017
793 $a English
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=10681811