The concept of customer orientation is becoming increasingly more important to managers, especially in service industries. Given the premise of the study that a customer-oriented employee has a critical role in enhancing service quality, little research has investigated the antecedents of the customer orientation construct. The objective of this study was to develop a theoretical model of customer orientation, and to test the hypothesized relationships between customer orientation and its antecedents of empowerment, job involvement, job satisfaction, and organizational commitment. To measure these hypothesized relationships at the individual level of analysis, 217 employee responses from a multi-unit chain restaurant were analyzed. The model was evaluated using structural equation modeling (SEM) utilizing SAS CALIS (SAS system 1989). Evaluation was conducted using a two-stage procedure, in which the construct measurements (a measurement model) were evaluated first, and then the structural relationships (a structural model) between the constructs were evaluated. Results indicated that empowerment and job satisfaction were found to have positive, direct effects on customer orientation, whereas job involvement had a negative, direct effect on customer orientation. Job satisfaction was found to be a positive antecedent of organizational commitment. Employee empowerment was found to positively influence job satisfaction. Moreover, the path from empowerment to organizational commitment, which was not hypothesized in the initial model, was found to be positively significant. However, the direct relationship between job involvement and organizational commitment, as hypothesized in this study, was not supported. The findings contribute to a better understanding of customer orientation by identifying antecedents of customer orientation among employees in the hospitality industry. The managerial implications of these research findings were discussed. The limitations of the study were explored, and suggestions were given for future research. / Ph. D.

Indiana University-Purdue University Indianapolis (IUPUI) / Death anxiety is a concept that has received little empirical attention in the organizational psychology literature. Research has found that trait death anxiety is associated with burnout, and lower work engagement in jobs with high mortality cues. However, most people do not work in jobs where they are constantly reminded of death. The present study sought to examine the effects of trait death anxiety on employees working in low-mortality cue jobs. Using terror management theory as a foundation, I predicted that those higher in trait death anxiety would be more involved in their jobs, resulting in higher levels of organizational citizenship behavior and lower turnover intentions. In addition, I hypothesized that the relationship between trait death anxiety and job involvement will be moderated by need for achievement. This model was tested using a two time-point study, utilizing participants from Amazon’s Mechanical Turk. Results revealed a positive relationship between death anxiety and job involvement, and a negative relationship between death anxiety and turnover intentions mediated by job involvement. However, no significant relationships were found in regards to organizational citizenship behavior or need for achievement. Implications, limitations, and future directions are discussed.

本研究旨在瞭解基隆市國民小學校長願景領導與教師工作投入之現況，並分析不同背景變項之教師在知覺校長願景領導與教師工作投入之差異情形，以及探討兩者之相關情形，最後藉由校長願景領導對教師工作投入進行預測。 本研究採問卷調查法，研究對象為基隆市34所公立國民小學，共計513位教師，有效問卷502份，可用率達97.86％，問卷回收後分別以描述性統計分析、t考驗、單因子變異數分析、Pearson積差相關、多元迴歸等統計方法進行統計分析。本研究獲致結論如下： 一、基隆市國民小學教師知覺校長願景領導為中高程度，以「願景的共識與轉化」知覺程度最高，其次由高至低依序為「願景的建構與發展」、「願景實踐與推廣」、「願景的回饋與修正」。 二、基隆市國民小學教師知覺教師工作投入為中高程度，以「工作樂趣」知覺程度最高，其次由高至低依序為「工作評價」、「工作專注」、「工作認同」、「工作參與」。 三、基隆市國民小學以男性、31-40歲、擔任主任職務與學校規模在12班（含）以下及13-23班之教師知覺「校長願景領導」的程度較高。 四、基隆市國民小學以服務年資11-20年、擔任主任職務與學校規模在12班（含）以下及24班（含）以上之教師知覺「教師工作投入」的程度較高。 五、校長願景領導與教師工作投入有顯著正相關，校長願景領導行為愈高，教師工作投入情形也愈高。 六、校長願景領導對教師工作投入具有預測力，以「願景的共識與轉化」對教師工作投入最有預測力。 最後，本研究根據研究結果提出具體建議，以供學校及未來研究之參考。 / This study aimed to investigate the status of principles’ visionary leadership and teachers’ job involvement in elementary schools in Keelung City, to analyze the differences of perceptions from different background teachers about principles’ visionary leadership and teachers’ job involvement, and to explore the relationship among these two variables. At last, predict teachers’ job involvement by principles’ visionary leadership. Questionnaire survey method was adopted in this study. The samples are teachers of public elementary schools in Keelung City, including 513 teachers from 34 elementary schools. There were 502 valid questionnaires finally used in the statistic analysis, and effective response rate is 97.86%. The data were analyzed by descriptive statistics, t-test, one-way ANOVA, Pearson correlation, and multiple regression. The conclusions are as follows: 1. Perceptions about principles’ visionary leadership from elementary school teachers in Keelung City is mid-high level.Among all, the sense to the “consensus and internalization of vision” is relatively the highest, and then the orders from high to low are “construction and development of vision”, “practice and promotion of vision” and “feedback and correction of vision”. 2. Perceptions about teachers’ job involvement from elementary school teachers in Keelung City is mid-high level. Among all, the sense to the “job enjoyment” is relatively the highest, and then the orders from high to low are “job self-evaluation”, “job concentration”, “job identification” and “job participation”. 3. Teachers of elementary schools in Keelung City are male, 41 to 50 years old, the chief of department, and from school which has 12 or 13-23 classes show higher perception about principles’ visionary leadership. 4. Teachers of elementary schools in Keelung City serve 11-20 years in school, work as the chief of department, and from school which has less than 12 or more than 24 classes school show higher perception about teachers’ job involvement. 5. There is significant positive correlation between principles’ visionary leadership and teachers’ job involvement in elementary schools in Keelung City. The higher the behaviors of principals’ visionary leadership are, the scores of teachers’ job involvement are also higher. 6. Principles’ visionary leadership has predictability on teachers’ job involvement, and “consensus and internalization of vision”has the highest predictive effect. Finally, based on the results of the research, suggestions for school administration, and future related research are provided.

Organisations are continually confronting challenges to remain competitive and successful, which compels organisations to regularly re-evaluate their strategies, structures, policies, operations, processes and culture. Managing change effectively is however a main challenge in the change management domain because of massive human involvement. Thus, managers and change agents are eager to know how to encourage and effectively prepare employees for change situation. The aim of this doctoral study was to examine the determinant of employee readiness for organisational change. The objectives were to investigate employee commitment to the organisation and career and social relationships factors in public sector higher educational institutions of Pakistan where various change reforms has been introduced recently. This empirical study proceeded by a systematic review of literature that led to development of a conceptual model. The data was collected from a sample of teaching employees by using a survey questionnaire. Data was analysed using descriptive statistics and exploratory factor analysis run on statistical package for social sciences and confirmatory factor analysis on the structural equation modelling as well as on applied analysis of moment structure to assess the model fit of the study and hypotheses testing. Results showed that independent variables (emotional attachment, feeling of pride, pay/wages/rewards, promotion, job satisfaction, job involvement and social relationships in the workplace) were positively and significantly correlated to the dependent variable (readiness for organisational change). However, two variables i.e. supervisor and peer relations, and training and skills development were not found positive and significant to the readiness for organisational change. This study has methodological limitations, as it is a cross sectional study that used a survey questionnaire only in public sector higher education sector. This study provides empirical evidence for employee readiness predictor variables for organisational change. This study may contribute to the literature on change management, particularly for Pakistan, and may assist the management, change agents and practitioners of human resources management and development, and organisational behaviour in assessing, designing and evaluating new or existing programmes for organisational change.

The end of launching Financial Holding Company, FHC is to maximize the synergy of versatile financial services like banking, insurance, securities, and the like by means of cross selling internally to expand product line as well as offering integrated financial services to consumers externally to satisfy their one-stop shopping demands. One of the characteristics in the property is highly counting on people to deliver service, and agents play significant roles during service delivery. Therefore, it merits a better attention to probe into the relationships between the organizational commitment, the professional commitment, the organizational citizenship behavior, and the job involvement in cross selling of agents¡¦. The study is conducted by the questionnaire survey on three FHCs in which insurance business is inner circle in Taiwan. Throughout interviewing the staffs of the three by 500 questionnaires offered and 351 valid ones collected, the datum of the research is made by reliability analysis, descriptive analysis, Pearson correlation analysis, independent sample t-test, ANOVA, and multiple regression analysis to verify the identity degrees of the interviewees on the organizational commitment, the professional commitment, the organizational citizenship behavior, and the job involvement in cross selling. Following are the major findings: 1.Each one of the organizational commitment, the professional commitment, and the organizational citizenship behavior are statistically significant and positive correlated to the job involvement in cross selling. Among them, the organizational citizenship behavior is with the strongest influence on the job involvement in cross selling, then the organizational commitment second, and the professional commitment last. 2.Among the sub-dimensions, the organizational identity in the organizational commitment explains most the variations of the job involvement in cross selling and then the retention on the job. Also, the professional identity in the professional commitment explains most the one and then the retention on the occupation. And, the involvement in the organizational citizenship behavior explains the most the one and then the loyalty. It means that the organizational identity, the professional identity, the involvement and the loyalty of the agents are with significant effects on their involvement in cross selling. 3.The variations in the identity degrees of the organizational commitment and the professional commitment of the agents in the three FHCs are significantly different, however, the ones of the organizational citizenship behavior and the involvement in cross selling are no significant. From the findings of the research, the organizational commitment and the organizational citizenship behavior are proven the most impacts on the involvement in cross selling. Consequently, FHCs should pay more attentions especially to enhance the organizational identity of agents all the time except for advancing their knowledge and ability in cross selling when they want to raise the wills of agents on the job involvement in cross selling. For example, they can disclose the expectation and the requirement of the organization to agents to make them fully understand, follow, and moreover increase their confidence. Besides, building incentive performance assessment and rewarding system is more important than else in stimulating agents to have strong involvement in cross selling.

The present study investigates whether employees¡¦ personality traits and job characteristics influence their job involvement in M company. Using 163 samples, we found that the interaction of employees¡¦ personality traits and job characteristics, influence their job involvement. In addition, employees¡¦ personality traits and job characteristics have no significant influence on job involvement. The factors that affect the job involvement not only the two can separate cover. Enterprises should pay attention to employees¡¦ personality traits and job characteristics fit, making the employees in their suitable job. Employees have a high degree of job involvement will bring more benefits for organization.

Impartial Cognizance of Employee to the Organizational Performance Appraisal & the Influence to Employees Working Attitude--The object is the medical Center in Taichung. Abstract Till today, the history of performance appraisal has developed over 70 years, and also many experts and scholars put forward appraisal theories and standards, but no any enterprise will say that their own appraisal institution is perfect, because both the subjective factor, e.g.: employee themselves, organization, and society, etc., and external situation can influence performance appraisal. Due to the difference of educational background and the specific characteristics in the hospitals, this let the work of performance appraisal to be more complicated; the scholar shows that over 61% employee are discontented with the appraisal results. To the organization, the justice of appraisal is an index very important to judge the effect of performance appraisal. Moreover, we can find from more researches, employee¡¦s cognizance to the justice of performance appraisal will influence personal results and the results of organization, includes satisfaction of work, participation of work, promise to organization, and the confidence in the directors, etc. Therefore, the object in this research is the medical center in Taichung. We investigate the justice cognizance of performance appraisal institution, and the influence possible to working attitude. We use people¡¦s personal property to be control variable, the justice of performance appraisal institution (includes justice of procedure and distribution) to be independent variable, working attitude (includes job satisfaction, organization commitment, and job involvement) to be according-variable, and explore the relationship and influence of personal property variable, justice of performance appraisal, and working attitude with the items mentioned above. We hope to give the performance appraisal standard to the case hospital to evaluation, start the development of manpower, and the reference of raising employee results. This research total gives 2065 questionnaires, and effective questionnaire is 1452. Through Pearson Correlation Analysis, Hierarchical Regression Analysis, Canonical Correlation Analysis, Independent-Samples T test and Reliability Analysis, we have the finding important as follows: The correlation and the influence between the procedural justice, distributive justice and the working attitude are showed the positive obviously; further more, to explore the relationship degree between the justice of performance appraisal and working attitude with typical correlations analysis. The principle variable (construction of procedure, objective principle, expression of opinion, actual results, self-estimation, and policy opinion) influences mainly the internal and external satisfaction, effort promise, value promise, job promise, etc. 5 forecast variable; besides, objective principle influences the forecast variable of value promise and job promise. Among procedure justice of performance appraisal, distributive justice, and working attitude, it shows positive correlation and influence noticeable. Moreover, to explanation comparison between independent variable and dependent variable: explanation of procedure justice to organization commitment (value promise and job promise) is powerful than distributive justice, to the others; the explanation of distributive justice to job satisfaction and job involvement is powerful. Therefore, we can find distributive justice has its importance in the explanation to job satisfaction and job involvement. Procedure justice can forecast organization commitment. To the personal properties of employee, except sex, age, service years, marriage, education degree, and position, the difference is obvious to procedure justice, distributive justice, job satisfaction, organization commitment, job involvement, etc. of performance appraisal. In accordance with research conclusion of example with the reference of the case hospital¡¦s organization construction, we would like to give the suggestion in the process of performance appraisal, results, working attitude, and administrator as follows: Consider mark standard of public appraisal, distribution of reward, and conclude clearly the system of promotion of employee. Develop performance appraisal index according to character of position, build the two ¡V way communication performance appraisal system, reduce dispersion of organization space to enhance the technician¡¦s information interaction, the judge should be trained, and establish different performance appraisal index according to the character of position. Key words: Performance appraisal, Procedural justice, Distributive justice, Job satisfaction, Organization commitment, and Job involvement.

The importance of public hospitals is dwindling, and the National Health Insurance Bureau takes initiatives such as the system of payment retrenchment and the large reduction in official budgets due to the insufficiency of government finance in order to control the enlargement of medical expenditures. For this reason, it is necessary for public hospitals to make a change so as to get used to the change of the environment. The research takes Kaohsiung Municipal United Hospital as an example to explore the correlation and effect of all the variables of employees¡¦ job insecurity during the pre- and post-mergence on job satisfaction, organization commitment, job involvement and the intent to quit. Meanwhile, hopefully the research can be the reference for managers in terms of human resource strategies while public hospitals are going to merge. There are two periods of distributing questionnaires. At first, 700 questionnaires one month before the hospital mergence (the end of November in 2002), the subject includes doctors, nurses, administrative staffs, medical technicians, and there are 390 returned questionnaires, which reaches 55.7% return rate. One year later after the hospital mergence, we perform again with 731 questionnaires , and 397 returned, which reaches 54.2% return rate. Here are the main finding (discoveries) of the research as follows: 1. The insufficiency of the consider before the hospital mergence and of the communication after the hospital mergence. 2. There are some differences of employees¡¦ job insecurity and employees¡¦ job attitudes, and the departmental mergence after the public hospital mergence. 3. Employees¡¦ helplessness has no effect between private enterprise and public hospital merging on their job satisfaction before the hospital mergence; employees¡¦ helplessness has the negative effect on their job satisfaction after the hospital mergence. 4. Employees¡¦ helplessness has no effect on their organization commitment before the hospital mergence; employees¡¦ helplessness has the negative effect on their organization commitment after the hospital mergence. 5. Employees¡¦ helplessness has no effect on their job involvement before the hospital mergence; employees¡¦ helplessness has the negative effect on their job involvement after the hospital mergence. 6. Employees¡¦ helplessness has no effect on their intent to quit before the hospital mergence; employees¡¦ helplessness has the positive effect on their intent to quit after the hospital mergence.

The public hospitals in Taiwan are facing the change of public responsibilities that they used to have and on the other hand encountering the fierce competition caused by National Health Insurance. As a consequence of this, public hospitals need to adjust their managerial model, like mergers for example, in order to coordinate their core competence and lower their cost in administration. However, the changes of organizations will cause the job insecurity of employees and further to affect their working attitudes. In hospitals, nursing staff forms the biggest proportion of employees. In this study, we examined the merger of Kaohsiung Municipal United Hospital in 2003. We investigated the job insecurity and working attitudes of nursing staff by questionnaires in the end of 2002 (before the merger) and in the end of 2003 (one year later of the merger) separately. By analyzing those questionnaires we explored the influences of job insecurity on working attitudes, and we also compared the differences of nursing staff¡¦s working attitudes in two hospitals. The findings are: 1. The more job insecurity that nurses got, the worse their job satisfaction will be. 2. The job insecurity and working attitudes of nursing staff will be different based on their different personal characteristics, including the hospital they belonged to, the ages, marriage status, education, levels of position, and their contract types. 3. The influences of job insecurity on job satisfaction, organizational commitment, and intention to quit will be different based on different hospitals. 4. The influences of job insecurity on job satisfaction will be different before and after merger.

The objectives of this research are, first to comprehend how the training system influences the job abilities improvement, organizational commitment and job involvement after training, secondly to comprehend how the perception of training influences the job abilities improvement, organizational commitment and job involvement after training. In this study, a questionnaire is conducted on 140 employees who were trained in one year. The data is used to analyze the influence of training system and the influence of perception of training over the job abilities improvement, organizational commitment and job involvement by regression analysis. The findings of this study include the following five aspects. First, employees who have decision-making power will contribute to the job abilities improvement. Companies evaluate the effects of training will contribute to the job abilities improvement. Second, the period of training has positive effect on organizational commitment. Companies evaluate the effects of training will also contribute to organizational commitment. Third, the training systems do not affect the employee¡¦s job involvement. Fourth, the perception of training is employee benefit that has positive effect on job abilities improvement and organizational commitment. Fifth, the perception of training is the investment of human capital that has positive effect on job involvement.