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Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/3228

Title: The influences of Customer Citizenship, Dysfunctional Behavior on Employee Satisfaction and Employee Commitment- a Study of VNPT in Hanoi, Vietnam.
The influences of Customer Citizenship, Dysfunctional Behavior on Employee Satisfaction and Employee Commitment- a Study of VNPT in Hanoi, Vietnam.
Authors: 武氏海雲
Vu Thi Hai Van
Contributors: 經營管理研究所
錢士謙(Shih-Chien Chien)
Keywords: Customer Citizenship Behavior, Customer Dysfunctional Behavior, Employee Satisfaction, Employee Commitment
Customer Citizenship Behavior, Customer Dysfunctional Behavior, Employee Satisfaction, Employee Commitment
Date: 2013
Issue Date: 2013-05-24 16:45:00 (UTC+8)
Publisher: 高雄市:[樹德科技大學經營管理研究所]
Abstract: N/A
In Vietnam, telecommunication industries face to the trend of globalization and international integration due to the competition and technology development.
Furthermore, service quality is the critical role of company to sustain competitive advantage. Basically, service encounters are a dyadic interaction of frontline service
between employees and customers. Therefore the interaction between customers and employees can influence customer perceptions and experiences. The relationship between employee satisfaction, employee commitment, and employee satisfaction are the interesting issues for service industry. Furthermore, VNPT Hanoi realizes that both
how to heave their employees value and obtain the commitment from employees is an important issue for VNPT. This study found that employee satisfactions and employee commitment have relationship to customer citizenship and dysfunctional behavior in VNPT Hanoi.
Appears in Collections:[經營管理研究所] 博碩士論文

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