Khí hậu dịch vụ nội bộ và sự trao quyền tâm lý trong số nhân viên công vụ

Ainger, A., Kaura, R. and Ennais, R. (1995), Executive Guide to Business Success through Human‐centered Systems, Springer‐Verlag, Berlin. Argyriadis, D. (1971), Some Aspects of Administrative Change in Four Mediterranean Countries, OECD, Paris. Astley, W.G. and Sachdeva, P.S. (1984), “Structural sources of inter‐organizational power”, Academy of Management Review, Vol. 9, pp. 104‐13. Bagozzi, R. (1980), Causal Models in Marketing, Wiley, New York, NY. Balachandran, S. (1999), Customer‐driven Service Management, Response Books, Thousand Oaks, CA. Barbee, C. and Bott, V. (1991), “Customer treatment as a mirror of employee treatment”, Advanced Management Journal, Vol. 5 No. 1, pp. 27‐37. Berry, L.L. and Parasuraman, A. (1991), Marketing Services: Competing through Quality, The Free Press, New York, NY. Bissessar, M.A. (2003), “The changing nexus of power in the new public sector management of Trinidad and Tobago”, The International Journal of Public Sector Management, Vol. 16 No. 3, pp. 170‐90. Bitner, M. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, Vol. 54, pp. 69‐82. Bitner, M., Booms, B. and Tetreault, M. (1990), “The service encounter: diagnosing favorable and unfavorable incidents”, Journal of Marketing, Vol. 54, pp. 71‐84. Bordin, C., Bartram, T. and Casimir, G. (2007), “The antecedents and consequences of psychological empowerment among Singaporean IT employees”, Management Research News, Vol. 30 No. 1, pp. 34‐46. Brown, K., Waterhouse, J. and Flynn, C. (2003), “Change management practices: is a hybrid model a better alternative for public sector agencies?”, The International Journal of Public Sector Management, Vol. 16 No. 3, pp. 230‐41. Bruhn, M. (2003), “Internal service barometers: conceptualization and empirical results of a pilot study in Switzerland”, European Journal of Marketing., Vol. 37 No. 9, pp. 1187‐204. Brysland, A. and Curry, A. (2001), “Service improvements in public services using SERVQUAL”, Managing Service Quality, Vol. 11 No. 6, pp. 389‐401. Cagne, M., Senecal, C.B. and Koestner, R. (1997), “Proximal job characteristics feelings of empowerment and intrinsic motivation: a multidimensional model”, Journal of Applied Social Psychology, Vol. 27 No. 14, pp. 1222‐40. Carless, S.A. (2004), “Does psychological empowerment mediate the relationship between psychological climate and job satisfaction?”, Journal of Business and Psychology, Vol. 18 No. 18, pp. 405‐25. Christensen, T., Laegreid, P. and Wise, L.R. (2002), “Transforming administrative policy”, Public Administration, Vol. 80 No. 1, pp. 153‐78. Clutterbuck, D. and Kernaghan, S. (1994), The Power of Empowerment, Kogan‐Page, London. Conger, J.A. and Kanungo, R.N. (1988), “The empowerment process: integrating theory and practice”, Academy of Management Review, Vol. 19 No. 3, pp. 471‐82. Conway, J.M. and Huffcutt, A.I. (2003), “A review and evaluation of exploratory factor analysis practices in organizational research”, Organizational Research Methods, Vol. 6 No. 2, pp. 147‐68. Cook, S. and Macaulay, S. (1997), “Empowered customer service”, Empowerment in Organizations, Vol. 5 No. 1, pp. 54‐60. Corsun, D.L. and Enz, C.A. (1999), “Predicting psychological empowerment among service workers: the effects of support‐based relationships”, Human Relations, Vol. 52 No. 2, pp. 205‐24. Cui, C.C., Lewis, B.R. and Park, W. (2003), “Service quality measurement in the banking sector in South Korea”, International Journal of Bank Marketing, Vol. 21 No. 4, pp. 191‐201. Cunningham, I., Hyman, J. and Baldry, C. (1996), “Empowerment: the power to do what?”, Industrial Relations, Vol. 27 No. 2, pp. 143‐54. Davis, P.J. (2006), “In search of the common wealth: a service‐profit chain for the public sector”, International Journal of Productivity and Performance Management, Vol. 55 No. 2, pp. 163‐72. Dimitriades, Z.S. (2005), “Employee empowerment in the Greek context”, International Journal of Manpower, Vol. 26 No. 1, pp. 80‐92. Dimitriades, Z.S. and Kufidu, S. (2004), “Individual, job, organizational and contextual correlates of employment empowerment: some Greek evidence”, Electronic Journal of Business Ethics and Organization Studies, Vol. 9 No. 2, pp. 36‐43. Donnelly, M. and Shiu, E. (1999), “Assessing service quality and its link with value for money in a U.K. local authority's housing repairs service using the SERVQUAL approach”, Total Quality Management, Vol. 10 Nos 4/5, pp. 498‐506. Doyle, M., Claydon, T. and Buchanan, D. (2000), “Mixed resutls, Lousy process: the management experience of organizational change”, British Academy of Management, Vol. 11, pp. 59‐74. Edgett, S. and Parkinson, S.T. (1993), “Marketing for service industries: a review”, Service Industries Journal, Vol. 13 No. 3, pp. 19‐39. Erstad, M. (1997), “Empowerment and organizational change”, International Journal of Contemporary Hospitality Management, Vol. 9 No. 7, pp. 325‐33. Farrell, A.M., Souchon, A.L. and Durden, G.R. (2001), “Service encounter conceptualization: employees' service behaviors and customers' service quality perceptions”, Journal of Marketing Management, Vol. 17, pp. 577‐93. Floyd, F.J. and Widaman, K.F. (1995), “Factor analysis in the development and refinement of clinical assessment instruments”, Psychological Assessment, Vol. 7 No. 3, pp. 286‐99. Fornell, C. and Larcker, D. (1981), “Evaluating structural models with unobservable variables and measurement error”, Journal of Marketing Research, Vol. 18, pp. 39‐50. Gremler, D.D., Bitner, M.J. and Evans, K.R. (1995), “The internal service encounter”, Logistics Information Management, Vol. 8 No. 4, pp. 28‐34. Goldberg, L.R. and Digman, J.M. (1994), “Revealing structure in the data: principles of exploratory factor analysis”, in Strack, S. and Lorr, M. (Eds), Differentiating Normal and Abnormal Personality, Springer, New York, NY, pp. 216‐42. Gummeson, E. (1987), “Using internal marketing to create a new culture: the case of Erickson quality”, Journal of Business & Industrial Marketing, Vol. 2 No. 3, pp. 23‐8. Hattie, J. (1985), “Methodology review: assessing unidimensionality of tests and items”, Applied Psychological Measurement, Vol. 9 No. 2, pp. 139‐64. Hayes, B.E. (1994), “How to measure empowerment”, Quality Progress, February, pp. 41‐6. Hellriegel, D., Jacson, S.E. and Slocum, J.W. (1999), Management, South Western College Publishing, Mason, OH. Hinkin, T. (1995), “A review of scale development practices in the study of organizations”, Journal of Management, Vol. 21 No. 5, pp. 967‐88. Hofstede, G. (1980), Culture's Consequences, Sage, Newbury Park, CA. Honegger, K. and Appelbaum, S.H. (1998), “The impact of perceived control and desire to be empowered: an analysis of perception and reality”, Managing Service Quality, Vol. 8 No. 6, pp. 426‐38. Hood, C. (1991), “A public management for all seasons”, Public Administration, Vol. 69 No. 1, pp. 3‐19. Hood, C.C. (1995), “The new public management in the 1980s: variations on a theme”, Accounting, Organizations and Society, Vol. 20 Nos 2/3, pp. 93‐109. Horton, S. (2003), “Participation and involvement – the democratization of new public management?”, The International Journal of Public Sector Management, Vol. 16 No. 6, pp. 403‐11. Hulin, C., Cudeck, R., Dillon, W. and McDonald, R. (2001), “Measurement”, Journal of Consumer Psychology, Vol. 10 Nos 1/2, pp. 55‐69. Hurley, A.E., Scandura, T.A., Schriesheim, C.A., Brannick, M.T., Seers, A., Vandenberg, R.J. and Williams, L.J. (1997), “Exploratory and confirmatory factor analysis: guidelines, issues, and alternatives”, Journal of Organizational Behavior, Vol. 18 No. 6, pp. 667‐83. Hutcheson, G. and Sofroniou, N. (1999), The Multivariate Social Scientist: Introductory Statistics Using Generalized Linear Models, Sage, Thousand Oaks. CA. Hyatt, D.E. and Ruddy, T.M. (1997), “An examination of the relationship between work group characteristics and performance: once more into the breech”, Personnel Psychology, Vol. 50, pp. 553‐85. Kaiser, H.F. (1974), “An index of factorial simplicity”, Psychometrica, Vol. 39, pp. 31‐6. Kang, G.D., James, J. and Alexandris, K. (2002), “Measurement of internal service quality: application of the SERVQUAL battery to internal service quality”, Managing Service Quality, Vol. 12 No. 5, pp. 278‐91. Kelloway, K.E. (1995), “Structural equation modeling in perspective”, Journal of Organizational Behavior, Vol. 16, pp. 215‐25. Kinlaw, D. (1995), The Practice of Empowerment: Making the Most of Human Competence, Gower, Hampshire. Kirkman, B.L. and Rosen, B. (1999), “Beyond self‐management: antecedents and consequences of team empowerment”, Academy of Management Journal, Vol. 42 No. 1, pp. 58‐74. Klidas, A., Van den Berg, P.T. and Wilderom, C.P. (2007), “Managing employee empowerment in luxury hotels in Europe”, International Journal of Service Industry Management, Vol. 18 No. 1, pp. 70‐88. Konzack, L.J., Stelly, D.J. and Trusty, M.L. (2000), “Defining and measuring empowering leader behaviors: development of an upward feedback instrument”, Educational and Psychological Measurement, Vol. 60 No. 2, pp. 301‐13. Lan, Z. and Rosenbloom, D. (1992), “Editorial”, Public Administration Review, Vol. 52 No. 6. Lashley, C. (1995), “Empowerment through delayering: a pilot study at McDonald's restaurants”, International Journal of Contemporary Hospitality Management, Vol. 7 Nos 2/3, pp. 29‐35. Lashley, C. (1999), “Employee empowerment in services: a framework for analysis”, Personnel Review, Vol. 28 No. 3, pp. 169‐91. Leary, M. (1995), Introduction to Behavioral Research Methods, 2nd ed., Brooks/Cole, Pacific Grove, CA. Lee, Y., Nam, F., Park, D. and Lee, K. (2006), “What factors influence customer‐oriented prosocial behavior of customer‐contact employees?”, Journal of Services Marketing, Vol. 20 No. 4, pp. 251‐64. Lewis, B.R. and Entwistle, T.W. (1990), “Managing the service encounter: a focus on the employee”, International Journal of Service Industry Management, Vol. 1 No. 3, pp. 41‐52. Liden, R.C., Wayne, S. and Sparrowe, R.T. (2000), “An examination of the mediating role of psychological empowerment on the relations between the job, interpersonal relationships and work outcomes”, Journal of Applied Psychology, Vol. 85 No. 3, pp. 407‐16. Mabey, C. and Skinner, D. (1998), “Empowerment in an executive agency? A grass‐roots assessment of strategic intent”, International Journal of Public Sector Management, Vol. 11 No. 6, pp. 494‐508. Mainiero, L.A. (1986), “Coping with powerlessness: the relationship of gender and job dependency to empowerment strategy usage”, Administrative Science Quarterly, Vol. 31, pp. 633‐53. Makrydimitris, A. (1991), Administrative Studies, Sakoulas Press, Athens. Maor, M. (1999), “The paradox of managerialism”, Public Administration Review, Vol. 59 No. 1, pp. 5‐18. Matthews, R.A., Diaz, W.M. and Cole, S.G. (2003), “The organizational empowerment scale”, Personnel Review, Vol. 32 No. 3, pp. 297‐318. Melohn, T. (1994), The New Partnership, Wiley, New York, NY. Menon, S.T. (2001), “Employee empowerment: an integrative psychological approach”, Applied Psychology: An International Review, Vol. 50 No. 1, pp. 153‐80. Menon, S.T. and Hartmann, L.C. (2000), “Generalizability of Menon's empowerment scale: replication and extension with Australian data”, paper presented at 8th Bi‐annual Conference of the International Society for the Study of Work and Organizational Values (ISSWOV), Jerusalem. Proceedings, pp. 445‐9. Menon, S.T. and Hartmann, L.C. (2002), “Generalizability of Menon's empowerment scale: replication and extension with Australian data”, International Journal of Cross Cultural Management, Vol. 2 No. 2, pp. 137‐53. Menon, S.T. and Pethe, S. (2002), “Organizational antecedents and outcomes of empowerment: evidence from India”, paper presented at the 8th Bi‐annual Conference of the International Society for the Study of Work and Organizational Values (ISSWOV), Warsaw. Proceedings, pp. 289‐93. Miles, J. and Shelvin, M. (2003), Applying Regression and Correlation, Sage, London. Mintzberg, H. (1983), Power in and Around Organizations, Prentice‐Hall, Englewood Cliffs, NJ. Mouzelis, N. (1978), Modern Greece: Facets of Underdevelopment, Macmillan Press, London. Nunnally, J.C. (1988), Psychometric Theory, McGraw‐Hill, Englewood Cliffs, NJ. Osborne, D. and Gaebler, T. (1992), Reinventing Government, Addison‐Wesley, Reading, MA. Petter, J., Bymes, P., Choi, D.L., Fegan, F. and Miller, R. (2002), “Dimensions and patterns in employee empowerment: assessing what matters to street‐level bureaucrats”, Journal of Public Administration Research and Theory, Vol. 12 No. 3, pp. 377‐400. Pfeffer, J. (1994), Competitive Advantage Through People, Harvard Business School Press, Boston, MA. Philippidou, S., Soderquist, K. and Prastacos, G. (2004), “Towards new public management in Greek public organizations: leadership vs management and the path to implementation”, Public Organization Review: A Global Journal, Vol. 4 No. 4, pp. 317‐37. Piedmont, R.L. and Chae, J. (1997), “Cross‐cultural generalizability of the five‐factor model of personality”, Journal of Cross‐Cultural Psychology, Vol. 28 No. 2, pp. 131‐55. Pitts, D.W. (2005), “Leadership, empowerment, and public organizations”, Review of Public Personnel Administration, Vol. 25 No. 5, pp. 5‐28. Pollitt, C. (1990), Managerialism and the Public Services: The Anglo‐American Experience, Blackwell, Oxford. Potterfield, T. (1999), The Business of Employee Empowerment, Quorum Books, Westport, CT. Rafiq, M. and Ahmed, P. (1998), “A contingency model for empowering customer‐contact services employees”, Management Decision, Vol. 36 No. 10, pp. 686‐93. Redman, T. and Mathews, B.R. (1998), “Service quality and human resource management: a review and research agenda”, Personnel Review, Vol. 27 No. 1, pp. 57‐77. Riordan, C.M. and Vandenberg, R.J. (1994), “A central question in cross‐cultural management research: do employees of different cultures interpret work‐related measures in an equivalent manner?”, Journal of Management, Vol. 20 No. 3, pp. 643‐71. Rust, R.T. and Oliver, R.L. (1994), Service Quality: New Directions in Theory and Practice, Sage, London. Sagie, A. (2002), “Investigating the determinants of empowerment”, paper presented at the 8th Bi‐annual Conference of the International Society for the Study of Work and Organisational Values (ISSWOV), Warsaw, Proceedings, pp. 411‐7. Savery, L.K. and Luks, A.J. (2001), “The relationship between empowerment, job satisfaction and reported stress levels: some Australian evidence”, Leadership & Organization Development Journal, Vol. 22 No. 3, pp. 97‐104. Schumacker, R.E. and Lomax, R.G. (2004), A Beginner's Guide to Structural Equation Modeling, Lawrence Erlbaum Associates, London. Siegall, M. and Gardner, S. (2000), “Contextual factors of psychological empowerment”, Personnel Review, Vol. 29 No. 6, pp. 703‐22. Sotirakou, T. and Zeppou, M. (2005), “How to align Greek civil service with European Union public sector management policies”, International Journal of Public Sector Management, Vol. 18 No. 1, pp. 54‐82. Souchon, A.L. and Diamantopoulos, A. (1999), “Export information acquisition modes: measure development and validation”, International Marketing Review, Vol. 16 No. 2, pp. 143‐68. Sozen, S. and Shaw, I. (2002), “The international applicability of new public management: lessons from Turkey”, The International Journal of Public Sector Management, Vol. 15 No. 6, pp. 475‐86. Spreitzer, G.M. (1995), “Psychological empowerment in the workplace: construct definition, measurement and validation”, Academy of Management Journal, Vol. 38 No. 5, pp. 1442‐65. Spreitzer, G.M. (1996), “Social structural characteristics of psychological empowerment”, Academy of Management Journal, Vol. 39 No. 2, pp. 483‐504. Stell, R. and Donoho, C. (1996), “Classifying services from a consumer perspective”, The Journal of Services Marketing, Vol. 10 No. 6, pp. 33‐44. Stewart, J. and Clarke, M. (1987), “The public service orientation: issues and dilemmas”, Public Administration, Vol. 65 No. 2, pp. 161‐77. Thomas, K.W. and Velthouse, B.A. (1990), “Cognitive elements of empowerment: an ‘interpretive’ model of intrinsic task motivation”, Academy of Management Review, Vol. 15 No. 4, pp. 666‐81. Van Oudshoorn, M. and Thomas, L. (1993), “A management synopsis of empowerment”, Empowerment in Organizations, Vol. 1 No. 1. Velicer, W.F. and Jackson, D.N. (1990), “Component analysis versus common factor analysis: some issues in selecting an appropriate procedure”, Multivariate Behavioral Research, Vol. 25, pp. 1‐28. Voss, M.D., Calantone, R.J. and Keller, S.B. (2005), “Internal service quality: determinants of distribution center performance”, International Journal of Physical Distribution & Logistics Management, Vol. 35 No. 3, pp. 161‐76. Winsted, K.F. (2000), “Service behaviors that lead to satisfied customers”, European Journal of Marketing, Vol. 34 Nos 3/4, pp. 399‐417. Wise, L.R. (2002), “Public management reform: competing drivers of change”, Public Administration Review, Vol. 62 No. 5, pp. 555‐67. Wisniewski, M. (2001), “Using SERVQUAL to assess customer satisfaction with public sector services”, Managing Service Quality, Vol. 11 No. 6, pp. 380‐8. Yip, J. (2000), “Quality service success – property management development to empowerment: a Hong Kong analysis”, Structural Survey, Vol. 18 No. 4, pp. 148‐54. Zani, B. and Pietrantoni, L. (2001), “Gender differences in burnout, empowerment and somatic symptoms among health professionals: moderators and mediators”, Equal Opportunities International, Vol. 20 Nos 1/2, pp. 39‐48. Applebaum, S., Hebert, D. and Leroux, S. (1999), “Empowerment: power, culture and leadership – a strategy or fad for the millennium?”, Journal of Workplace Learning, Vol. 11 No. 7, pp. 233‐54. Bartram, T. and Casimir, G. (2007), “The relationship between leadership and follower in‐role performance and satisfaction with the leader: the mediating effects of empowerment and trust in the leader”, Leadership and Organization Development Journal, Vol. 28 No. 1, pp. 4‐19. Churchill, G. and Peter, P. (1984), “Research design effects on the reliability of rating scales: a meta‐analysis”, Journal of Marketing Research, Vol. 21, pp. 360‐5. Conduit, J. and Mavondo, F.T. (2001), “How critical is internal customer orientation to market orientation?”, Journal of Business Research, Vol. 51, pp. 11‐24. Cook, S. (1994), “The cultural implications of empowerment”, Empowerment in Organizations, Vol. 2 No. 1, pp. 9‐13. Ferlies, E., Pettigrew, A., Ashburner, L. and Fitzgearld, L. (1996), The New Public Management in Action, Oxford University Press, Oxford. Foster, J.J. (2001), Data Analysis, Sage, London. Greasley, K., Bryman, A., Dainty, A., Price, A. and King, R. (2005), “Employee perceptions of empowerment”, Employee Relations, Vol. 27 No. 4, pp. 354‐68. Grönroos, C. (1990), “Service management: a management focus for service competition”, International Journal of Service Industry Management, Vol. 1 No. 1, pp. 6‐14. Kim, S. (2002), “Participative management and job satisfaction: lessons for management leadership”, Public Administration Review, Vol. 62 No. 2, pp. 231‐41. Lee, H. and Howard, J.L. (1994), “Measuring the quality of services: the use of internal climate”, Benchmarking for Quality Management & Technology, Vol. 1 No. 3, pp. 39‐51. Nicholls, J. (1994), “Getting empowerment into perspective: a three stage training framework”, Empowerment in Organizations, Vol. 3 No. 2, pp. 6‐11. Nixon, B. (1994), “Developing an empowering culture in organizations”, Empowerment in Organizations, Vol. 2 No. 1, pp. 14‐24. Osborne, S.P. (1994), “The language of empowerment”, International Journal of Public Sector Management., Vol. 7 No. 3, pp. 56‐62. Rust, R., Zahorik, A.J. and Keiningham, T.L. (1996), Service Marketing, Harper Collins College Publishers, New York, NY. Smith, A. and Reynolds, N. (2001), “Measuring cross‐cultural service quality: a framework for assessment”, International Marketing Review, Vol. 19 No. 5, pp. 450‐81. Strauss, B. (1995), “Internal services: classification and quality management”, Journal of Service Industry Management, Vol. 6 No. 2, pp. 62‐78. Yagil, D. (2006), “The relationship of service provider power motivation, empowerment and burnout to customer satisfaction”, International Journal of Service Industry Management, Vol. 17 No. 3, pp. 258‐70.