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Service worker role in encouraging customer organizational citizenship behaviors

机译：服务人员在鼓励客户组织公民行为方面的作用

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摘要

Assessment of the role of the individual service worker in encouraging customer organizational citizenship behaviors (customer OCBs) is the primary focus of this paper. The researchers investigate this topic empirically across three service contexts. Customer OCBs are voluntary, outside of the customer's required role for service delivery, which provide help and assistance and are conducive to effective organizational functioning. In this paper, commitment to the service worker is the strongest predictor of customer OCBs. Further, personal loyalty to the service worker serves as a partial mediator of the effects of perceived benevolence of the service worker and commitment to the service worker on customer OCBs. Finally, theoretical, managerial and future research implications are included.
机译：评估单个服务人员在鼓励客户组织公民行为（客户OCB）中的作用是本文的主要重点。研究人员在三个服务上下文中对这个主题进行了实证研究。客户OCB是自愿的，不在客户提供服务所需的角色范围之内，它们提供帮助和帮助，并有助于有效的组织运作。在本文中，对服务人员的承诺是客户OCB的最强预测指标。此外，对服务人员的个人忠诚度是服务人员感知的仁慈和对服务人员的承诺对客户OCB的影响的部分中介。最后，包括理论，管理和未来的研究意义。

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