國內金融保險業競爭激烈，且產品在進入市場前，皆為國外認證產品或受到專業審查，因此產品差異化的方式並無太大效應，與顧客接觸的服務人員成為了關鍵，若能展現出顧客導向行為，使顧客對服務人員產生情感上的依附。過去國內有許多情感依附的研究，但以人作為情感依附對象的研究並不多見。是故，本研究以國內北部金融業與保險業服務人員及其顧客作為研究對象，探討服務氣候、顧客導向行為、情感依附與顧客忠誠度四者之間系。總計發出180套紙本問卷，服務人員層級之有效問卷147份，回收率81.7%，顧客層級問卷透過服務人員發放，總計發放750位顧客，回收669份之有效問卷，回收率為89.2%。以階層線性模型(HLM, Hierarchical linear modeling)進行分析，研究結果發現，服務人員層級之服務氣候對顧客導向行為有正向關係；服務人員層級之顧客導向行為對顧客層級之情感依附有正向關係；顧客層級之情感依附對顧客忠誠度有正向關係；顧客導向行為對服務氣候與情感依附具有中介效果。故企業須讓員工之間產生服務氣候，員工之間互相傳遞顧客導向行為，進而影響顧客所接收到的服務，方能使顧客產生情感依附，最終成為忠實顧客。

This study investigates the role of service climate in the effective management of salespersons’ customer-oriented behavior in financial and insurance industries. We developed and tested a two-level model in which salespersons’ perceptions of service climate are related to their customer-oriented behavior and their customer-oriented behavior is, in turn, related to customers’ emotional attachment toward the salesperson, and the customer’s emotional attachment are related to customer loyalty. A total of 669 customers involving 147 salespeople were analyzed using hierarchical linear modeling (HLM), with results that support most of the proposed model. More specifically, service climate was positively related to customer-oriented behavior, customer-oriented behavior was directly related to emotional attachment, and emotional attachment was directly related to customer loyalty. In addition, service climate was associated with customer’s emotional attachment through customer-oriented behavior. Both theoretical and practical implications are discussed.

目錄	I
圖目錄	III
表目錄	IV
第一章 緒論	1
第一節　研究背景	1
第二節　研究動機	3
第三節　研究目的	5
第四節　研究流程	6
第二章　文獻探討	7
第一節　服務氣候	7
第二節　顧客導向行為	12
第三節　情感依附	19
第四節　顧客忠誠度	24
第五節　服務氣候與顧客導向行為之關係	27
第六節　顧客導向行為與情感依附之關係	29
第七節　情感依附與顧客忠誠度之關係	30
第八節　顧客導向行為之中介效果	31
第三章 研究方法	32
第一節　研究架構	32
第二節　研究設計	33
第三節　變數衡量	34
第四章 結果與討論	38
第一節　敘述統計	38
第二節　信效度分析	42
第三節　差異分析	47
第四節　相關分析	51
第五節　迴歸分析	52
第六節　中介效果檢定	54
第七節　階層線性模式	54
第八節、綜合討論	58
第五章 結論與建議	61
第一節　研究結論	61
第二節　理論意涵	63
第三節　實務意涵	64
第四節　研究限制與建議	66
參考文獻	69
中文文獻	69
英文文獻	70
附錄	88
附錄ㄧ　服務人員問卷	88
附錄二　顧客問卷	90


 
圖目錄

圖1-1 研究流程圖	6
圖3-1 研究架構圖	32

 
表目錄

表4-1服務人員樣本特性	39
表4-2顧客樣本特性	40
表4-2顧客樣本特性(續)	41
表4-3變數之信度表	43
表4-4服務人員層級之因素負荷量表	43
表4-4服務人員層級之因素負荷量表(續)	44
表4-5顧客層級之變數因素負荷量表	44
表4-6服務人員層級之內部一致性組合信度表	45
表4-7顧客層級之內部一致性組合信度表	46
表4-8研究變數之收斂效度表	46
表4-9性別與各變數間的差異分析-服務人員	47
表4-10年齡與各變數間的差異分析-服務人員	48
表4-11教育程度與各變數間的差異分析-服務人員	48
表4-12性別與各變數間的差異分析-顧客	49
表4-13年齡與各變數間的差異分析-顧客	49
表4-14教育程度與各變數間的差異分析-顧客	50
表4-15收入與各變數間的差異分析-顧客	51
表4-16相關分析-服務人員層級	52
表4-17相關分析-顧客層級	52
表4-18服務氣候對顧客導向行為的影響	53
表4-19情感依附對顧客忠誠度的影響	53
表4-20 中介效果分析	54
表4-21情感依附與顧客忠誠度之聚集	55
表4-22階層線性模式之分析結果	58

中文文獻
中央銀行全球資訊網(2013)。各類金融機構家數。取自http://www.cbc.gov.tw/mp1.html
中華民國統計資訊網(2012)。國民儲蓄與投資毛額。取自http://www.stat.gov.tw/mp.asp?mp=4
行政院主計處(2013)。國情統計通報。取自http://www.dgbas.gov.tw/mp.asp?mp=1
行政院勞工委員會(2012)。職類別薪資調查報告。取自http://www.cla.gov.tw/
吳淑敏、徐村和、唐國銘(2007)。 情緒智慧、組織氣候與服務品質之關係研究-以台灣銀行產業為例。中華管理評論國際學報，(10)2。
邱皓政(2008)。結構方程模式：LISREL的理論技術與運用。台北：雙葉
邱皓政(2008)。量化研究方法(一)：研究設計與資料處理。台北：雙葉書局。
邱皓政(2009)。量化研究與統計分析：SPSS中文視窗版資料分析範例解析。台北：五南。
邱皓政(2010)。 量化研究與統計分析 (五版)。 台北市: 五南。
姜承孝(2005)。服務導向公民行為之組織層次前因與對互動品質影響之研究-以財政部國稅局為例。南華大學碩士論文。
溫福星、邱皓政(2009)。 多層次模型方法論: 階層線性模式的關鍵議題與試解。臺大管理論叢，19(2)，263-293。
蔡維奇、吳姮憓(2001)。 組織服務氣候對服務品質的影響：以員工正面情緒表達為中介變項。 臺大管理論叢，12(1)， 149-169。
嚴秀茹、林育理、戴淑賢(2004)。服務氣候對服務導向公民行為之影響歷程探討-心理授權與角色界定之中介模式。管理評論，23(1)，25-48。
英文文獻 
Aaker, D. (1996). Building strong brands. Boston, MA: The Free press.
Abramo, G. P. (1997). Building an effective marketing plan. National Petroleum News, 89(11), 89-99.
Allen, N. J., & Meyer, J. P. (1990). The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 63(1), 1-18.
Anderson, E., & Weitz, B. (1992). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research, 29(1), 18-34.
Bansal, H. S., Irving, P. G., & Taylor, S. F. (2004). A three-component model of customer commitment to service providers. Journal of the Academy of Marketing Science, 32(3), 234-250.
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.
Bartol, K. M. (1976). Relationship of sex and professional training area to job orientation. Journal of Applied Psychology, 61(3), 368.
Beatty, S. E., & Kahle, L. R. (1988). Alternative hierarchies of the attitude-behavior relationship: the impact of brand commitment and habit. Journal of the Academy of Marketing Science, 16(2), 1-10.
Bendapudi, N., & Bendapudi, V. (2005). Creating the living brand. Harvard Business Review, 83(5), 124-132.
Bendapudi, N., & Berry, L. L. (1997). Customers' motivations for maintaining relationships with service providers. Journal of Retailing, 73(1), 15-37.
Berry, L. (1995). Relationship marketing of services-Growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236-245.
Berry, L. L., & Parasuraman, A. (1991). Marketing services: Competing through quality. New York: The Free Press.
Berry, L. L., & Parasuraman, A. (1994). Reassessment of expectations as a comparison stand in measuring service. Journal of Marketing, 58(1), 111-124.
Bhote, K. R. (1996). Beyond customer satisfaction to customer loyalty: The key to greater profitability. New York : American Management Association.
Blau, P.M. (1964). Exchange and power in social life. New York: John Wiley & Sons.
Borucki, C. C., & Burke, M. J. (1999). An examination of service‐related antecedents to retail store performance. Journal of Organizational Behavior, 20(6), 943-962.
Bowen, D. E., & Schneider, B. (2014). A Service Climate Synthesis and Future Research Agenda. Journal of Service Research, 17(1), 5-22.
Bowen, J. T., & Shoemaket, S. (1998). Loyalty: A strategic commitment. Cornell Hotel and Restaurant Administration Quarterly, 39(1), 12-25.
Bowlby, J. (1982). Separation: Anxiety and anger(Vol. 3). New York: Basic Books.
Brown, S. P., & Peterson, R. A. (1993). Antecedents and consequences of salesperson job satisfaction: Meta-analysis and assessment of causal effects. Journal of Marketing Research, 30(1), 63-77.
Brown, S., Kozinets, R., & Sherry J. (2003). Teaching old brands new tricks: Retro branding and the revival of brand meaning. Journal of Marketing, 67(3), 19-33.
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, 110-119.
Bryk, A. S., & Raudenbush, S. W.(1992). Hierarchical linear models. Newbury Park, CA: Sage.
Busch, P., & Bush, R. F. (1978). Women contrasted to men in the industrial salesforce: Job satisfaction, values, role clarity, performance, and propensity to leave. Journal of Marketing Research, 438-448.
Cahill, D.J. (1995). The managerial implication of the learning organization: A new tool for internal marketing. Journal of Services Marketing, 9(4), 43-51.
Carlzon, J. (1987). Moments of truth. New York, NY: Bellinger.
Chiaburu, D. S., & Harrison, D. A. (2008). Do peers make the place? Conceptual synthesis and meta-analysis of coworker effects on perceptions, attitudes, OCBs, and performance. Journal of Applied Psychology, 93(5), 1082-1103.
Coelho, F., & Augusto, M. (2008). Organizational factors associated with job characteristics: Evidence from frontline service employees. Journal of Strategic Marketing, 16(2), 157-172.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 68-81.
Daniel, K., & Darby, D. N. (1997). A dual perspective of customer orientation: a modification, extension and application of the SOCO scale. International Journal of Service Industry Management, 8(2), 131-147.
De Jong, A., De Ruyter, K., & Lemmink, J. (2004). Antecedents and consequences of the service climate in boundary-spanning self-managing service teams. Journal of Marketing, 18-35.
De Jong, A., De Ruyter, K., & Lemmink, J. (2005). Service climate in self‐managing teams: Mapping the linkage of team member perceptions and service performance outcomes in a business‐to‐business setting. Journal of Management Studies, 42(8), 1593-1620.
Dessler, G. (1994). Human resource management (6th). N,J: Prentice Hall.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Dietz, J., Pugh, S. D., & Wiley, J. W. (2004). Service climate effects on customer attitudes: An examination of boundary conditions. Academy of Management Journal, 47(1), 81-92.
Dolen, W. V., Ruyter, K. D., & Lemmink, J. (2004). An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction. Journal of Business Research, 57(4), 437-444.
Donavan, D. T., & Hocutt, M. A. (2001). Customer evaluation of service employee's customer orientation: Extension and application. Journal of Quality Management, 6(2), 293-306.
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, 128-146.
Drach-Zahavy A., & Somech A.(2013). Linking task and goal interdependence to quality service: The role of the service climate. Journal of Service Management, 24(2), 151-169. 
Dunham, R. B., Grube, J. A., & Castaneda, M. B. (1994). Organizational commitment: The utility of an integrative definition. Journal of Applied Psychology, 79(3), 370.
Dunlap, B. J., Dotson, M. J., & Chambers, T. M. (1988). Perceptions of real-estate brokers and buyers: A sales-orientation, customer-orientation approach. Journal of Business research, 17(2), 175-187.
Ehrhart, K. H., Witt, L. A., Schneider, B., & Perry, S. J. (2011). Service employees give as they get: Internal service as a moderator of the service climate–service outcomes link. Journal of Applied Psychology, 96(2), 423.
Epstein, R.M., Franks, P., Fiscella, K., Shields, C.G., Meldrum, S.C., Kravitz, R.L., & Duberstein, P.R. (2005). Measuring patient-centered communication in patient-physician consultations: theoretical and practical issues. Social Science & Medicine, 61(7), 1516-1528.
Evanschitzky, H., Iyer, G. R., Plassmann, H., Niessing, J., & Meffert, H. (2006). The relative strength of affective commitment in securing loyalty in service relationships. Journal of Business Research, 59(12), 1207-1213.
Fitzsimmons, J. A., & Fitzsimmons, M. J. (1998). Service management: Operations, strategy, and information technology.
Flaherty, K. E., Mowen, J. C., Brown, T. J., & Marshall, G. W. (2008). Leadership propensity and sales performance among sales personnel and managers in a specialty retail store setting. Journal of Personal Selling and Sales Management, 29(1), 43-60.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of marketing research, 382-388.
Fornell, C., & Wernerfelt, B. (1988). A model for customer complaint management. Marketing Science, 7(3), 287-298.
Fournier, S. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of Consumer Research, 24(4), 343-353.
Fredericks, J. O., & Salter, J. M. (1995). Beyond customer satisfaction. Management Review, 84(5), 29-32.
Fullerton, G. (2003). When does commitment lead to loyalty? Journal of Service Research, 5(4), 333-344.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
Geyskens, I., Steenkamp, J. B. E., Scheer, L. K., & Kumar, N. (1996). The effects of trust and interdependence on relationship commitment: A trans-atlantic study. International Journal of Research in Marketing, 13(4), 303-317.
Gilliland, D.I., & Bello, D.C. (2002). Two sides to attitudinal commitment: The effect of calculative and loyalty commitment on enforcement mechanisms in distribution channels. Journal of the Academy of Marketing Science, 30(1), 24-43.
Goff, B. G., Boles, J. S., Bellenger, D. N., & Stojack, C. (1997). The influence of salesperson selling behaviors on customer satisfaction with products. Journal of Retailing, 73(2), 171-183.
Goodwin, C., & Gremler, D. D. (1996). Friendship over the counter: How social aspects of service encounters influence consumer service loyalty. Advances in Services Marketing and Management, 5, 247-282.
Gouldner, A.W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 25(2), 161-178.
Gronroos, C. (1994). From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Asia-Australia Marketing Journal, 2(1), 9-29.
Gruen, T. W., Summers, J. O., & Acito, F. (2000). Relationship marketing activities, commitment, and membership behaviors in professional associations.  Journal of Marketing, 64(3), 34-49.
Gundlach, G. T., Achrol, R. S., & Mentzer, J. T. (1995). The structure of commitment in exchange. Journal of Marketing, 59(1), 78-92.
Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: The customer’s perspective. Journal of the Academy of Marketing Science, 26(2), 101-114.
Hackman, J. R. (1990). Groups that work (and those that don't): Creating conditions for effective teamwork. San Francisco, CA: Jossey-Bass.
Harris, E. G., Mowen, J. C., & Brown, T. J. (2005). Re-examining salesperson goal orientations: personality influencers, customer orientation, and work satisfaction. Journal of the Academy of Marketing Science, 33(1), 19-35.
Harrison-Walker, L. J. (2001). The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1), 60-75.
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. The Journal of Marketing, 64(2), 35-50.
Hausman, A. (2004). Modeling the patient-physician service encounter: Improving patient outcomes. Journal of the Academy of Marketing Science, 32(4), 403-417.
Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460-478.
Hennig-Thurau, T., & Thurau, C. (2003). Customer orientation of service employees-Toward a conceptual framework of a key relationship marketing construct. Journal of Relationship Marketing, 2(1-2), 23-41.
Hennig-Thurau, T., Gwinner, K.P., & Gremler, D.D. (2002). Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research, 4(3), 230-247.
Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value. New York.
Hoffman, K. D., & Ingram, T. N. (1991). Creating customer-oriented employees: The case in home health care. Journal of Health Care Marketing, 11(2), 24-32.
Hoffman, K. D., & Ingram, T. N. (1992). Service provider job satisfaction and customer oriented performance. Journal of Services Marketing, 6(2), 68-78.
Hofmann, D. A. (1997). An overview of the logic and rationale of hierarchical linear models. Journal of Management, 23(6), 723-744.
Hoppock, R. (1935). Job satisfaction. New York: Harper & Row Inc.
Hrebiniak, L. G. (1974). Effects of job level and participation on employee attitudes and perceptions of influence. Academy of Management Journal, 17(4), 649-662.
Hui, C. H., Chiu, W. C. K., Yu, P. L. H., Cheng, K., & Tse, H. H. M. (2007). The effects of service climate and the effective leadership behavior of supervisors on frontline employee service quality: A multi-level analysis. Journal of Occupational and Organizational Psychology, 80(1), 151-172.
James, L. R. (1982). Aggregation bias in estimates of perceptual agreement. Journal of applied psychology, 67(2), 219.
Johnson, E. M., & Seymour, D. T. (1985). The impact of cross selling on the service encounter in retail banking. The Service Encounter, 225-239.
Johnson, J. W. (1996). Linking employee perceptions of service climate to customer satisfaction. Personnel Psychology, 49(4), 831-851.
Jones, T. O., & Sasser, W. E. (1995). Why satisfied customer defect. Harvard Business Review, 73(6), 88-91.
Keegan, W. (2002). Global marketing management (7th). Englewood, New Jersey: Prentice Hall International.
Keller, KL. (1998). Strategic brand management. Upper Saddle River, NJ: Prentice-Hall.
Kelley, S. W. (1992). Developing customer orientation among service employees. Journal of the Academy of Marketing Science, 20(1), 27-36.
Kim, W., & Ok, C. (2010). Customer orientation of service employees and rapport: Influences on service-outcome variables in full-service restaurants. Journal of Hospitality & Tourism Research, 34(1), 34-55.
Konovsky, M. A., & Cropanzano, R. (1991). Perceived fairness of employee drug testing as a predictor of employee attitudes and job performance. Journal of Applied Psychology, 76(5), 698.
Krackhardt, D. (1992). The strength of strong ties: The importance of philos in organizations. Networks and organizations: Structure, form, and action, 216-239.
Kumar, V. I. S. W. A. N. A. T. H. A. N., & Shah, D. (2004). Building and sustaining profitable customer loyalty for the 21st century. Journal of Retailing, 80(4), 317-329.
Lanjananda, P., & Patterson, P. G. (2009). Determinants of customer-oriented behavior in a health care context. Journal of Service Management, 20(1), 5-32.
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.
Lindell, M. K., & Brandt, C. J. (2000). Climate quality and climate consensus as mediators of the relationship between organizational antecedents and outcomes. Journal of Applied Psychology, 85(3), 331.
Loveman, G. W. (1998). Employee satisfaction, customer loyalty, and financial performance an empirical examination of the service profit chain in retail banking. Journal of Service Research, 1(1), 18-31.
Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998). SER＊OR: A managerial measure of organizational service-orientation. Journal of Retailing, 74(4), 455-489.
Macintosh, G. (2007). Customer orientation, relationship quality, and relational benefits to the firm. Journal of Services Marketing, 21(3), 150-159.
Madupalli, R. K. (2007). Salesperson behavioral determinants of customer equity drivers: mediational role of trust. Georgia state university.
Martin, C. A., & Bush, A. J. (2003). The potential influence of organizational and personal variables on customer-oriented selling. Journal of Business & Industrial Marketing, 18(2), 114-132.
Mathieu, J. E., & Zajac, D. M. (1990). A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment. Psychological Bulletin, 108(2), 171.
Mattila, A. S. (2001). Emotional bonding and restaurant loyalty. The Cornell Hotel and Restaurant Administration Quarterly, 42(6), 73-79.
Mattila, A., & Enz, C. (2002). The role of emotions in service encounters. Journal of Service Research, 4(4), 268-277.
McIntyre, R. P., & Meloche, M. S. (1995). Cognitive style and customer orientation. Journal of Business and Psychology, 10(1), 75-86.
McIntyre, R. P., Claxton, R. P., Anselmi, K., & Wheatley, E. W. (2000). Cognitive style as an antecedent to adaptiveness, customer orientation, and self-perceived selling performance. Journal of Business and Psychology, 15(2), 179-196.
Mead, N., & Bower, P. (2002). Patient-centered consultations and outcomes in primary care: A review of the literature. Patient Education and Counseling, 48(1), 51-61.
Mechinda, P., & Patterson, P. G. (2011). The impact of service climate and service provider personality on employees' customer-oriented behavior in a high-contact setting. Journal of Services Marketing, 25(2), 101-113.
Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of organizational commitment. Human Resource Management Review, 1(1), 61-89.
Meyer, J. P., & Allen, N. J. (1997). Commitment in the workplace. Sage Publ..
Meyer, J. P., & Herscovitch, L. (2001). Commitment in the workplace: Toward a general model. Human resource management review, 11(3), 299-326.
Meyer, J.P., Stanley, D.J., Herscovitch, L., & Topolnytsky, L. (2002). Affective, continuance, and normative commitment to the organization: A meta-analysis of antecedents, correlates, and consequences. Journal of Vocational Behaviour, 61(1), 20-52.
Mayer, D. M., Ehrhart, M. G., & Schneider, B. (2009). Service attribute boundary conditions of the service climate–customer satisfaction link. Academy of Management Journal, 52(5), 1034-1050.
Mick, D.G., & DeMoss, M. (1990). Self-gifts: Phenomenological insights from four contexts. Journal of Consumer Research, 17(3), 322-332.
Mittal, B., & Lassar, W. M. (1996). The role of personalization in service encounters. Journal of Retailing, 72(1), 95-109.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
Motowidlo, S. J. (1984). Does job satisfaction lead to consideration and personal sensitivity?. Academy of Management Journal, 27(4), 910-915.
Mowday, R. T., Porter, L. W., & Steers, R. M. (1982). Employee-organization linkages: The psychology of commitment, absenteeism, and turnover (Vol. 153). New York: Academic Press.
Nguyen, N. T., Tran, T. T., & Wang, C. N. (2014). An Empirical Study of Customer Satisfaction towards Bank Payment Card Service Quality in Ho Chi Minh Banking Branches. International Journal of Economics and Finance, 6(5), p170.
Norman, R. (1984). Service management. New York, NY: Wiley.
Nunnally, J. C. (1978). Psychometric theory. New York: McGraw-Hill.
Nguyen, N. T., Tran, T. T., & Wang, C. N. (2014). An Empirical Study of Customer Satisfaction towards Bank Payment Card Service Quality in Ho Chi Minh Banking Branches. International Journal of Economics and Finance, 6(5), 170-181.
O'Hara, B. S., Boles, J. S., & Johnston, M. W. (1991). The influence of personal variables on salesperson selling orientation. Journal of Personal Selling and Sales Management, 61-67.
Oliver, R. L (1999). Whence consumer loyalty. Journal of Marketing, 63(4), 33-44.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Park, W.C., MacInnis, D.J., Priester, J.R., Eisingerich, A.B., & Iacobucci, D. (2010). Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical brand equity drivers. Journal of Marketing, 74(6), 1-17.
Peccei, R., & Rosenthal, P. (2010). Front-line responses to customer orientation programmes : a theoretical and empirical analysis. International Journal of Human resource Management, 11(3), 562-590.
Peppers, D., & Rogers, M. (1993). The one to one future: Building relationships one customerat a time. Doubleday, New York.
Piercy, N. F., Cravens, D. W., Lane, N., & Vorhies, D. W. (2006). Driving organizational citizenship behaviors and salesperson in role behavior performance: The role of management control and perceived organizational support. Journal of the Academy of Marketing Science, 34(2), 244-262.
Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, & Computers, 36(4), 717-731.
Pritchard, M. P., Havitz, M. E., & Howard, D. R. (1999). Analyzing the commitment-loyalty link in service contexts. Journal of the Academy of Marketing Science, 27(3), 333-348.
Prus, A., & Brandt, D. R. (1995). Understanding your customer. Marketing Tools, 2(5), 10-14.
Rasch, R. H., & Harrell, A. (1989). The impact of individual differences on MAS personnel satisfaction and turnover intentions. Journal of Information Systems, 4(1), 13-22.
Reichers, A. E. (1985). A review and reconceptualization of organizational commitment. Academy of management review, 10(3), 465-476.
Reichheld, F. F. (1996). The loyalty effect. Boston, MA: Harvard Business School Press.
Reichheld, F. F., & Sasser, W. E. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68(5), 105-111.
Rhodes, S. R., & Steers, R. M. (1981). Conventional vs. worker-owned organizations. Human Relations, 34(12), 1013-1035.
Richardson, B. A., & Robinson, C. G. (1986). The impact of internal marketing on customer service in a retail bank. International Journal of Bank Marketing, 4(5), 3-30.
Rusbult, C. E. (1980). Commitment and satisfaction in romantic associations: A test of the investment model. Journal of Experimental Social Psychology, 16(2), 172-186.
Salanova, M., Agut, S., & Peiro, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate. Journal of Applied Psychology, 90(6), 1217.
Salvaggio, A. N., Schneider, B., Nishii, L. H., Mayer, D. M., Ramesh, A., & Lyon, J. S. (2007). Manager personality, manager service quality orientation, and a service climate: test of a model. Journal of Applied Psychology, 92(6), 1741-1750.
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. (1990). Organizational culture. American Psychologist, 45(2), 109-119.
Schein, E. H. (1992). Organizational culture and leader ship (2nd). San Francisco: Jossey-Bass.
Schneider, B. (1990). The climate for service: An application of the climate construct. Organizational climate and culture. San Francisco, CA: Jossey Bass.
Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70(3), 423.
Schneider, B., & Bowen, D. E. (1993). The service organization: Human resources management is crucial. Organizational Dynamics, 21(4), 39-52.
Schneider, B., & Reichers, A. E. (1983). On the etiology of climates. Personnel Psychology, 36(1), 19-39.
Schneider, B., & White, S. S. (2004). Service quality: Research perspectives. Thousand Oaks, CA: Sage.
Schneider, B., Bowen, D. E., Ehrhart, M. G., & Holcombe, K. M. (2000). The service climate: evolution of a construct. Handbook of Organizational Culture and Climate, 21-36.
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.
Schneider, B., Gunnarson, S. K., & Niles-Jolly, K. (1994). Creating the climate and culture of success. Organizational Dynamics, 23(1), 17-29.
Schneider, B., Macey, W. H., & Young, S. A. (2006). The climate for service: A review of the construct with implications for achieving CLV goals. Journal of Relationship Marketing, 5(2/3), 111-132.
Schneider, B., Macey, W. H., Lee, W. C., & Young, S. A. (2009). Organizational service climate drivers of the American Customer Satisfaction Index and financial and market performance. Journal of Service Research, 12(1), 3-14.
Schneider, B., Parkington, J. J., & Buxton, V. M. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25(2), 252-267.
Schneider, B., White, S. S., & Paul, M. C.(1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83(2), 150-163.
Schouten, J. W., & McAlexander, J. H. (1995). Subcultures of consumption: An ethnography of the new bikers. Journal of Consumer Research, 22(1), 43-61.
Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), 19-35.
Siehl, C., Schneider, B., & Martin, J. (1990). Organizational culture: A key to financial performance?. In B. Schneider(ed.), Organizational climate and culture, 241-248. San Francisco: Jossey-Bass.
Siguaw, J. A., Brown, G., & Widing, R. E. (1994). The influence of the market orientation of the firm on sales force behavior and attitudes. Journal of Marketing Research, 106-116.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science, 28(1), 150-167.
Slater, J. S. (2001). Collecting brand loyalty: A comparative analysis of how Coca-Cola and Hallmark use collecting behavior to enhance brand loyalty. Advances in Consumer Research, 28, 362-369.
So, J. T., Parsons, A. G., & Yap, S. F. (2013). Corporate branding, emotional attachment and brand loyalty: the case of luxury fashion branding. Journal of Fashion Marketing and Management, 17(4), 403-423.
Sobel, M. E. (1982). Asymptotic confidence intervals for indirect effects in structural equation models. Sociological methodology, 13(1982), 290-312.
Steers, R. M. (1977). Antecedents and outcomes of organizational commitment. Administrative Science Quarterly, 22(1), 46-56.
Stock, R. M., & Bednarek, M. (2013). As they sow, so shall they reap: customers’ influence on customer satisfaction at the customer interface. Journal of the Academy of Marketing Science, 1-15.
Stock, R. M., & Hoyer, W. D. (2002). Leadership style as driver of salespeoples'  customer orientation. Journal of Market-Focused Management, 5(4), 355-376.
Stock, R. M., & Hoyer, W. D. (2005). An attitude-behavior model of salespeople’s customer orientation. Journal of the Academy of Marketing Science, 33(4), 536-552.
Swenson, M. J., & Herche, J. (1994). Social values and salesperson performance: an empirical examination. Journal of the Academy of Marketing Science, 22(3), 283-289.
Tadepalli, R. (2011). Conflict And Ambiguity Resulting From Purchasing Performance Measurement Criteria: Their Impact On Buyers. Journal of Applied Business Research, 7(4), 42-47.
Thomson, M., MacInnis, D.J., & Park, C.W. (2005). The ties that bind: Measuring the strength of consumers’ emotional attachments to brands. Journal of Consumer Psychology, 15(1), 77-91.
Tsai, W. C. (2001). Determinants and consequences of employee displayed positive emotions. Journal of Management, 27(4), 497-512.
Uncles, M. D., Dowling, G. R., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of Consumer Marketing, 20(4), 294-316.
Vroom, V. H. (1964). Work and motivation. San Francisco, CA: Jossey-Bass.
Wall, E. A., & Berry, L. L. (2007). The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality. Cornell Hotel and Restaurant Administration Quarterly, 48(1), 59-69.
Weick, K.E. (1979). The social psychology of organizations (2nd). MA: Addison-Wesley, Reading.
Widmier, S. (2002). The effects of incentives and personality on salesperson's customer orientation. Industrial Marketing Management, 31(7), 609-615.
Wieseke, J., Homburg, C., & Lee, N. (2008). Understanding the adoption of new brands through salespeople: A multilevel framework. Journal of the Academy of Marketing Science, 36(2), 278-291.
Wieseke, J., Ullrich, J., Christ, O., & Van Dick, R. (2007). Organizational identification as a determinant of customer orientation in service organizations. Marketing Letters, 18(4), 265-278.
Williams, M. R., & Attaway, J. S. (1996). Exploring salespersons' customer orientation as a mediator of organizational culture's influence on buyer-seller relationships. Journal of Personal Selling and Sales Management, 33-52.
Williamson, P. J. (1991). Supplier strategy and customer responsiveness: Managing the links. Business Strategy Review, 2(2), 75-90.
Wong, A., & Sohal, A.S. (2006). Understanding the quality of relationships in consumer services: A study in a retail environment. International Journal of Quality and Reliability Management, 23(3), 244-264.
Yagil, D. (2001). Ingratiation and assertiveness in the service provider-customer dyad. Journal of Service Research, 3(4), 345-353.
Yavas, U., Benkenstein, M., & Stuhldreier, U. (2004). Relationships between service quality and behavioral outcomes: a study of private bank customers in Germany. International Journal of Bank Marketing, 22(2), 144-157.
Zeithaml, V. A., Berry L. L., & Parasuraman A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Zohar, D. (2002). The effects of leadership dimensions, safety climate, and assigned priorities on minor injuries in work groups. Journal of Organizational Behavior, 23(1), 75-92.