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首页> 外文期刊>Journal of Business Research >Organizational citizenship behaviors and service quality as external effectiveness of contact employees
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Organizational citizenship behaviors and service quality as external effectiveness of contact employees

机译：组织公民行为和服务质量作为联系员工的外部有效性

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摘要

The purpose of this study is to understand critical roles of contact employees' organizational citizenship behaviors (OCBs) in customers' evaluation of service quality. This paper examines the relationships of employees' OCBs with job satisfaction, trust in manager, and customer's perceived service quality in travel agencies. The empirical results show that contact employees' job satisfaction and trust in manager are significantly related to OCB and that their active engagement in OCB has a positive relationship with the perception of service quality. Although there exists a significant common method factor possibly influencing the strength of the relationship, this factor did not affect the overall pattern of significant relationships. Another notable finding indicates that, unlike a global OCB measure, path estimates in the relationships of job satisfaction and trust to OCB variables are not similar and suggests that the multiple facets of OCBs provide more detailed information than a global OCB.
机译：这项研究的目的是了解联系员工的组织公民行为（OCB）在客户对服务质量评估中的关键作用。本文研究了员工的OCB与工作满意度，对经理的信任以及客户在旅行社中感知到的服务质量之间的关系。实证结果表明，联系员工的工作满意度和对经理的信任度与OCB密切相关，并且他们积极参与OCB与对服务质量的感知具有正相关关系。尽管存在可能影响关系强度的重要的通用方法因素，但该因素并未影响重要关系的总体模式。另一个值得注意的发现表明，与全局OCB度量不同，工作满意度和信任与OCB变量之间的路径估计并不相似，并且表明OCB的多个方面比全局OCB提供更详细的信息。

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