| Summary: | 碩士 === 中原大學 === 心理學研究所 === 99 === The purpose of the study is to investigate the relationship between perceived external corporate image and employee service performance, and the moderator roles of positive affect, service climate, and human resources management strategy.
The study conducts a survey. Most of the participants are selected from the service industry. Overall, a total of 300 questionnaires were issued, and 258 questionnaires were recovered. To be more precise, 196 questionnaires were useful. The effective recovery rate is 76 percent, and the results of the study were analyzed by statistical package. The results of study indicate that：(1) perceived external corporate image and service-oriented citizenship behavior have a significant positive correlation, and (2) perceived external corporate image and service quality have a significant positive correlation, and (3) positive affect do not moderate the relationship between perceived external corporate image and employee service performance, and (4) service climate moderate the relationship between perceived external corporate image and employee service performance, and (5) human resources management strategy moderate the relationship between perceived external corporate image and employee service performance.
|
|---|
