Academic literature on the topic 'Customer oriented organizational citizenship behaviour'
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Journal articles on the topic "Customer oriented organizational citizenship behaviour"
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Chiu, Su-Fen, Shih-Tse Lin, and Tzu-Shian Han. "Employment status and employee service-oriented organizational citizenship behaviour." Career Development International 20, no. 2 (May 11, 2015): 133–46. http://dx.doi.org/10.1108/cdi-07-2014-0096.
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Purpose – The purpose of this paper is to examine the effect of employment status on service-oriented organizational citizenship behavior (OCB) of customer contact employees. The authors also investigate the mediating roles of internal mobility opportunity and job insecurity in the relationship between employment status and service-oriented OCB. Design/methodology/approach – A survey methodology was used and data were collected from a dyad-sample of 270 employees and their supervisors of one retail and one banking companies in Taiwan. Product-of-coefficients approach and bootstrapping were used to test the multiple mediating model. Findings – The results demonstrate that temporary employment related negatively to service-oriented OCB. Moreover, both internal mobility opportunity and job insecurity mediated the employment status – service-oriented OCB linkage. Research limitations/implications – This study has three limitations. First, this study examined only fixed-term direct-hire temporary employees. Future research should explore voluntary job behaviors of different categories of temporary employment to confirm the results of the present study. Second, this study examined internal mobility opportunity and job insecurity as two mediators. Other alternative avenues may exist by which employment status may lead to service-oriented OCB. Future research may explore additional possible mediators. Finally, the participants of this study were selected by the human resource departments of the participating companies. This option could have introduced selection bias in this study. Practical implications – This study suggests that management should be aware of why temporary customer contact employees have lower levels of service-oriented OCB. As service-oriented OCB may be vital for organizational success in the service context, management must consider the benefits and costs when hiring temporary employees. Moreover, management can motivate temporary employees to display higher service-oriented OCB by shaping their expectations of internal mobility possibilities, or reducing temporary employees’ perception of job insecurity to enhance their service-oriented OCB. Originality/value – This study makes two contributions. First, this study extends the effect of employment status in the OCB literature by investigating the relationship between employment status and service-oriented OCB for customer contact employees. The results of the present study lend support for the partial exclusion theory to predict that socially excluded group (i.e. temporary employees) tends to be less engaged in service-oriented OCB. Second, this study contributes to the literature by investigating two important links (i.e. internal mobility opportunity and job insecurity) to explain why temporary employment may lead to lower service-oriented OCB.
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Wen, Ji, Yina Li, and Pingping Hou. "Customer mistreatment behavior and hotel employee organizational citizenship behavior." Nankai Business Review International 7, no. 3 (August 1, 2016): 322–44. http://dx.doi.org/10.1108/nbri-02-2016-0009.
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Purpose This study mainly aims to examine the mediating effect of perceived organizational support (POS) and the moderating effect of locus of control and job autonomy on the relationship between customer mistreatment behavior and organizational citizenship behavior. Design/methodology/approach Through a questionnaire survey of 231 employees and their direct supervisors of five hotels in Guangzhou. This paper analyzed five variables (customer mistreatment, POS, locus of control, job autonomy and organizational citizenship behavior) relationships through a variety of data analysis. Findings Results indicate that customer mistreatment behavior has a negative effect on employees’ organizational citizenship behavior. The relationship between customer mistreatment behavior and employees’ organizational citizenship behavior is partially mediated by employees’ POS. Staffs’ locus of control and job autonomy can modulate the relationship between customers’ mistreatment behavior and POS. Furthermore, the indirect mediating effect of POS on customer mistreatment behavior is revealed. The organizational citizenship behavior linkage is significant only to staff who perceived they have a high level of job autonomy and a high locus of control. Practical implications Hotels are advised to provide organizational support and the management of customer mistreatment behavior so as to reflect their employees’ value, seek service innovation and promote production efficiency in practice. Furthermore, it maintains and promotes operational efficiency for service organizations and means the organization pays more attention to meet the social, emotional and psychological needs of its employees. Originality/value This article reveals the mechanism relationship between customer mistreatment behavior and employee organizational citizenship behavior. First, it defines the concept of customer mistreatment in the hotel industry and enriches the related research. Second, the study, from the perspective of customer mistreatment, has opened up a new view of organizational citizenship behavior research. Third, we built a research model and it is helpful to grasp the inner mechanism between customer mistreatment and employees’ organizational citizenship behavior. Fourth, this research benefits service organizations so as to maintain and improve their operation efficiency. Furthermore, it can have theoretical guidance for service-oriented organizations to develop a harmonious consumption culture and organizational culture.
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Prouska, Rea. "Enhancing Service-Oriented Behaviors in an Asian Business Context: Lessons From a Pakistani Bank." Human Resource Research 2, no. 1 (October 11, 2018): 73. http://dx.doi.org/10.5296/hrr.v2i1.12652.
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This article examines how service organizations can enhance employees’ customer orientation, often exhibited through the display of service-oriented citizenship behaviors. The study, in this respect, quantitatively analyses the relationships between organizational distributive justice, leader-member exchange (LMX), and team-member exchange (TMX) on customer orientation. Data were gathered through a survey of 658 middle managers working in a Pakistani bank and were analyzed via full structural equation modelling. The findings reveal that organizational distributive justice, LMX, and TMX are key predictors of customer orientation. Specifically, the analysis suggests that the relationships between organizational distributive justice and LMX with customer orientation are mediated partially and fully, respectively, by TMX. Simultaneously, TMX partially mediates the relationship between organizational tenure and customer orientation. Our study contributes to both theory and practice of service organization functioning by signifying the importance of the organization’s fair distribution of rewards as well as it’s leader’s and co-worker’s behaviors in affecting organizationally desired employee behaviors and thereby, arguably, enabling positive organizational outcomes. Service organizations can, based on our findings, create a culture of service excellence by placing emphasis on specific elements at the organizational, leadership, and team level.
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Luan, Yunyun, Meizhen Lv, and Lei Wang. "The Spillover Effect of Life Satisfaction on Customer Satisfaction: The Mediating Role of Service-Oriented Organizational Citizenship and the Moderating Role of Competition Climate." Behavioral Sciences 12, no. 8 (August 10, 2022): 276. http://dx.doi.org/10.3390/bs12080276.
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In the field of organizational management, research on employees’ life experiences is insufficient. It remains unclear how employees’ non-work experiences affect customer service quality. Building on the spillover theory (an individual’s experience in one domain can be transferred to another domain) and the conservation of resources theory (individuals are motivated to protect their current resources and to acquire new resources), we aim to examine the impact of service employee’s life satisfaction on customer satisfaction while considering service-oriented organizational citizenship behavior (the discretionary extra-role behavior demonstrated by employees) as a mediating variable. To test our hypothesis, we collected multi-wave, multilevel, multisource data of 209 customer service employees from an insurance company. The results showed that service-oriented organizational citizenship behavior was an important mechanism by which employees’ overall life satisfaction positively affected customer satisfaction. In addition, this mediating effect was weaker for employees in higher competition climate groups. The study illustrates the critical contribution of the overall well-being of personnel to organizational business results.
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Bharadwaja, Shina, Lindsey Lee, and Juan M. Madera. "Customer evaluations of service-oriented organizational citizenship behaviors: Agentic and communal differences." International Journal of Hospitality Management 70 (March 2018): 120–29. http://dx.doi.org/10.1016/j.ijhm.2017.10.021.
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Elshaer, Ibrahim A., Alaa M. S. Azazz, and Samar K. Saad. "Unethical Organization Behavior: Antecedents and Consequences in the Tourism Industry." International Journal of Environmental Research and Public Health 19, no. 9 (April 20, 2022): 4972. http://dx.doi.org/10.3390/ijerph19094972.
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The entire tourism and hospitality industry has witnessed a considerable increase in the number of ethical difficulties that occur in the workplace. It has been discovered that unethical organizational behavior (UOB) is the most significant category in tourists’ unpleasant experiences, driving them to switch and spread unfavorable word-of-mouth information. This study aims to explore the effects of three contextual factors on UOB (i.e., work intensification, job insecurity, and an unethical company-profit climate) and to investigate its possible employee-related consequences, including the feeling of guilt, emotional exhaustion, and customer-oriented citizenship behavior. A total of 970 employees working in hotels (5-star and 4-star) and travel agencies (Category A) participated, and the obtained data were analyzed by structural equation modeling. The results asserted that work intensification, job insecurity, and an unethical company-profit climate stimulate unethical organizational behavior, and unethical organizational behavior leads to feelings of guilt, emotional exhaustion, and customer-oriented citizenship behavior. Significant insights into theoretical and practical implications were further discussed.
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Luu, Tuan, Le Viet, Eryadi Masli, and Diana Rajendran. "Corporate social responsibility, ambidextrous leadership, and service excellence." Marketing Intelligence & Planning 37, no. 5 (August 5, 2019): 580–94. http://dx.doi.org/10.1108/mip-05-2018-0157.
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Purpose The purpose of this paper is to delve into the interactive effects of corporate social responsibility (CSR) and ambidextrous leadership on customer-oriented organizational citizenship behavior (customer-oriented OCB) and service recovery performance among tourism industry workers. Design/methodology/approach The authors collected data from participants working in tour companies based in Ho Chi Minh City, Vietnam. The associations among the constructs in the research model were tested through multilevel structural equation modeling. Findings Data analysis supported the positive links between CSR and customer-oriented OCB and service recovery performance. Customer-oriented job-crafting emerged as a mediator for such relationships. Ambidextrous leadership played a moderating role to attenuate the positive impacts of CSR on customer-oriented job crafting, customer-oriented OCB and service recovery performance. Originality/value The study extends the tourism management literature by linking CSR to customer-oriented OCB and service recovery performance among tourism employees via customer-oriented job crafting as a mediator and ambidextrous leadership as a moderator.
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Lee, Myong Jae, Samuel Seongseop Kim, and Wansoo Kim. "Service Employees' Organizational Citizenship Behaviors and Customer-Oriented Behaviors: An Accountability Theory Perpective." Journal of Foodservice Business Research 15, no. 4 (October 2012): 335–61. http://dx.doi.org/10.1080/15378020.2012.706490.
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Oren, Dr Ravit. "The Role of Empathy, Customer Orientation and Work Engagement in the Relationship Between Servant Leadership and Customer-Oriented Organizational Citizenship Behaviors." International Journal of Management and Humanities 9, no. 1 (September 30, 2022): 1–4. http://dx.doi.org/10.35940/ijmh.a1513.099122.
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This work explores the relationship between servant leadership in the service context and the extent to which employees engage in customer-oriented organizational citizenship behavior (OCB). Data were collected at two time points from 158 full-time employees, working in16 branches of a large bank in Israel. The results show that there is a positive relationship between servant leadership and customer-oriented OCB and that this relationship is mediated by employees’ levels of customer orientation and work engagement. Likewise, the relationship between servant leadership and customer orientation is stronger among employees with low levels rather than high levels of empathy.
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Qiu, Shaoping, and Larry Dooley. "How servant leadership affects organizational citizenship behavior: the mediating roles of perceived procedural justice and trust." Leadership & Organization Development Journal 43, no. 3 (January 24, 2022): 350–69. http://dx.doi.org/10.1108/lodj-04-2021-0146.
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PurposeThe paper aimed (1) to examine the mediating effects of procedural justice perception and trust in leaders between servant leadership and customer-oriented organizational citizenship behavior and (2) to investigate the relationships between procedural justice perception and trust in leaders in the context of Chinese hotel industry.Design/methodology/approachThe paper opted for a quantitative study using online survey to collect data. Data screening was carried out to ensure all the data met the underlying statistical assumptions. This paper adopted structural equation modeling (SEM) to test the hypotheses.FindingsThe paper found that procedural justice perception and trust in leaders have a full mediating effect on the relationship between servant leadership and customer-oriented organizational citizenship behavior. Procedural justice perception was positively associated with trust in leaders.Originality/valueThe paper provided a framework to enhance the theoretical understanding of interconnectedness of servant-leadership-related variables. It filled a theoretical gap by proposing an integrative model that examined the relationships among the variables of interest.
Dissertations / Theses on the topic "Customer oriented organizational citizenship behaviour"
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Yen, Wen-Shen. "Person-environment fit: work-related attitudes and behavioral outcomes in continuing care retirement communities." Diss., Kansas State University, 2012. http://hdl.handle.net/2097/14757.
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Doctor of PhilosophyDepartment of Hospitality Management & Dietetics
Chihyung Ok
Academics and practitioners alike have studied the concept of person-environment fit (P-E fit) during the last two decades. How well a person fits the work environment may be an effective indicator of attitudes and behaviors in organizations. P-E fit is not completely conceptualized, so existing studies of fit theory have focused only on particular dimensions of fit leading to contradictory results. Therefore, Study 1, using multi-dimensional environment fit, tested relationships among the environment fits, work related attitudes, and outcomes at the individual, group, and organization levels. In addition, Study 2 examined the effect of relationship qualities between hierarchical levels (supervisor-subordinate) and multi-dimensional fit on employee turnover intention. To empirically test the proposed relationships, 288 foodservice employees at continuing care retirement communities (22 facilities) statewide submitted questionnaires. Of these, 261 and 254 were usable in study 1 and study 2, respectively, for further data analysis. The results of structural equation modeling (Study 1) suggested that employee need-supply fit, demand-ability fit, person-group fit, and person-organization fit were positively related to employee need satisfaction. Further, need satisfaction was positively related to outcome variables like work engagement, interpersonal citizenship behavior, and organizational commitment. Results of hierarchical multiple regressions (for Study 2) showed that employee need-supply fit perception related negatively to turnover intention. The study also found that the leader-member exchange relationship moderated the need-supply fit and turnover intention. Thus, a close exchange relationship between leaders and subordinates could keep subordinates from leaving because of a need-supply misfit. Further discussion and managerial implications of the findings along with directions for future studies are provided.
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Wilches, Guillermo. "The Relationship between Rewards and Recognition, Service-Oriented Organizational Citizenship Behaviour, and Customer Satisfaction." Thesis, 2009. http://hdl.handle.net/10012/4468.
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Abstract
It is widely acknowledged that employees with positive attitudes towards their leaders and working environment can contribute to significant organizational outcomes; which can include customer satisfaction, loyalty, and increased profits. Employee’s service-oriented behaviour has been extensively proposed in literature as the result of a multiple set of organizational variables. However, limited empirical research has explored the links between the behaviour and attitudes of front line employees that lead to constructive service. Based on a sample of 4,220 employees from a well-known Canadian charter bank, this study empirically examined the relationships between rewards and recognition, perceived organizational support (POS), and leader-member exchange (LMX) and its effect on employee’s service oriented organizational citizenship behaviours (COBs). In addition, a theoretical analysis of the relationship between service oriented behaviour, customer satisfaction, and increased company performance explains the importance of empirically investigating the observed relationships. The results provided support for the claim that perceived organizational support and leader-member exchange mediate the relationship between rewards and recognition and service-oriented organizational citizenship behaviours (service COB, loyalty COB, and participation COB) when different sources of rewards and recognition are in effect (e.g.., from manger, non-manager, and understanding of system). This study is relevant to the management of service industries that depend on front-line employees to deliver quality service, and to clarify the environmental and situational aspects that influence employee’s service behaviours. These factors are crucial in face-to-face interactions which can result in business profit or loses.
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Chen, Szu-Hsiu, and 陳思秀. "The study of the relationship between service-oriented organizational citizenship behaviors, customers’ trust and customer voluntary performance." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/62239004982225343481.
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碩士中國文化大學
國際企業管理研究所
93
It’s not hard to discover that in the past researches, the research direction of the Organizational citizenship behaviors is more focused on the aspect human resources, however the marketing aspect is somewhat neglected. The employees’ voluntary act may seem minute at first, but it may have tremendous impact on the efficiency and image of the organization. As the market competition is more and more dramatic, many enterprises keep on expanding its productions resources which in turn make their clients working partners. Many enterprises gradually realize their clients play multiple roles, hence if the resources of their clients are not well utilized, they will loose their competition advantage. In order to enhance the knowledge base of the customer voluntary performance, this research uses Service-Oriented Organizational citizenship behaviors as the independent variables, and examines the relationship between the Service-Oriented Organizational citizenship behaviors and customer voluntary performance. In addition, to clarify the relationship of these two variables, customers’ trust is utilized as the mediating mechanism. This research uses service staff at the counters and the customers at the department stores and in both south and north parts of Taiwan as our samples. With LISREL, we gained 394 valid cross-section matched samples to analyze and verify the causal path between each variable and, and the conformity of the research hypothesis. Our research result shows that between loyal Organizational citizenship behaviors, customer cooper-ating and participation manners results in negative impact. However, with loyal Organ-izational citizenship behaviors and customer loyal conduct results in positive effect, and so are service delivering Organizational citizenship behaviors and participation Organ-izational citizenship behaviors with customer voluntary performance. More so, Ser-vice-Oriented Organizational citizenship behaviors and customer voluntary performance with customers trust both have positive influences. Our results show that after Ser-vice-Oriented Organizational citizenship behaviors and customer voluntary performance become the mediating variables with customers trust, its effect becomes more remark-able.
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Yang, Shuo-Wei, and 楊碩薇. "The Impact of Service-oriented Organizational Citizenship Behaviors on Customer Voluntary Performance - Customers’ Satisfaction as a Mediator." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/54060095767902973346.
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碩士輔仁大學
織品服裝學系碩士班
101
It’s not hard to discover that in the past researches, the research direction of the Organizational citizenship behaviors is more focused on the aspect human resources, however the marketing aspect is somewhat neglected. The employees’ voluntary act may seem minute at first, but it may have tremendous impact on the efficiency and image of the organization. In order to enhance the knowledge base of the customer voluntary performance, this research uses service-oriented organizational citizenship behaviors as the independent variables, and examines the relationship between the service-oriented organizational citizenship behaviors and customer voluntary performance. In addition, to clarify the relationship of these two variables, customers’ Satisfaction is utilized as the mediating mechanism. This research uses service staff at the counters and the customers at the clothing stores and in north parts of Taiwan as our samples. The paper was conducted by questionnaire survey method, and then receiving 300 effective questionnaires. The paper employs the statistical software SPSS 18.0 for the model test. The quantitative data acquired were analyzed through descriptive statistic, Pearson’s Correlation, Regression Analysis. The research results were as below the relationship between service-oriented organizational citizenship behavior and customer loyalty behavior, customer participate behavior were mediated by customer satisfaction. Finally, based on the framework and evidence results, the study intends to propose a few suggestions for management practice and continual research.
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Weng, Wei-Chiang, and 翁偉強. "The Research of Job Service-Oriented Organizational Citizenship Behaviors、Relationship Quality and Customer Voluntary Performance." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/d7j6g3.
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碩士中國文化大學
國際企業管理研究所
93
In the pass time, service-oriented organizational citizenship behaviors(SO-OCBs) was mostly focused on organizational behavior and service quality in ignorance of discussion that whether its will strike customer’s behavior. For expanding the epistemic sphere on SO-OCBs, the research use service-oriented organizational citizenship behavior as an independent variable to explore the relationships in both SO-OCBs and customer voluntary performance. We also examine the moderating effects of relationship quality, and accordance with the quotations of secondary bibliography and the rules of logical. So we can clarify further the relationship on both two variables. The research sample is conveyed by a questionnaires survey from attendants and customers of the cosmetics special counter of the department stores in the North Taiwan. The result came to 425 transversely effective samples. By the examination of descriptive statistics analysis, CFA, reliability analysis, correlation analysis, and LISREL. And the analysis showed that the positive relationship in SO-OCBs and customer voluntary performance is significant. Further, relationship quality moderate the relationship between SO-OCBs and customer voluntary performance.
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Hsieh, Yu-Lin, and 謝瑜玲. "The Relationship between Customer Perception towards Salesperson's Service-Oriented Organizational Citizenship Behaviors and Price Sensitivity." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/28634727714977355705.
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博士大葉大學
管理學院博士班
99
The relationship between customer perception towards salesperson's ser-vice-oriented organizational citizenship behaviors, customer value and customer’s price sensitivity remain unclear. Thus, this study intent to clarify the issues and to examine the mediation effects of customer value on the relationship between salesperson's service-oriented organizational citizenship behaviors and customers’ price sensitivity. 600 samples randomly selected from vary department stores and 372 responded the response rate is 62% and the empirical results were as below: 1. Salesperson's service-oriented organizational citizenship behaviors have a positive effect on customers’ hedonic value, and no effect on customers’ utilitarian value. 2. There is a negative effect on price sensitivity, but no effect between utilitarian value and customers’ price sensitivity. 3. A negative effect between service-oriented organizational citizenship behaviors and customers’ price sensitivity. 4. Customers’ hedonic value mediated the relationship between salesperson's service-oriented organizational citizenship behaviors and customers’ price sensitivity. 5. No mediation effect of customers’ utilitarian value on the relationship between salesperson's service-oriented organizational citizenship behaviors and customers’ price sensitivity. The contributions to literature and managerial implications are discussed and suggestions for future research are recommended.
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Cheng, Pao-Chang, and 鄭寶嬙. "A Research on How The Relationships Among Perceived Service Quality, Customer-Oriented Behavior And Organizational Commitment Affect Organizational Citizenship Behavior (OCB)." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/94182771906493977585.
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碩士大漢技術學院
流通與行銷管理研究所
101
The purpose of this study is to discuss how the relationships among perceived service quality, customer-oriented behaviors and organizational commitment affect Organizational Citizenship Behavior (OCB). Moreover, the researcher also investigates on the subject of the relationship between organizational commitment and perceived service quality and between customer-oriented behavior and OCB. The participants are narrowed down to the employees in Company T. In the pretest participants were selected by convenience sampling. The researcher collected 55 copies of questionnaires including 54 valid questionnaires, with a 98% response rate. In the formal questionnaires, the researcher totally distributed 400 copies of questionnaires, 370 valid questionnaires returned, with a valid return rate of 92.5%. Results show that customer-oriented behavior influences staff’s perceived service quality. Organizational commitment has an apparently positive impact on perceived service quality and customer-oriented behavior. Likewise, the more organizational commitment an employee possesses, the more OCB it manifests. It suggests that an organization can simultaneously elevate employees’ affective and continuous commitment by enhancing their organizational commitment towards service quality and customer-oriented behavior. Accordingly, with more recognition, they will remarkably achieve and extend the service-oriented OCB. Finally, the conclusion will be explicitly referred to the results.
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Huang, Tinayi, and 黄天奕. "Perceived Organizational Support and Customer Satisfaction：Boundary Conditions of Service Attribute and the Mediation Effect of Service Oriented Organizational Citizenship Behavior." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/29765544905895658064.
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碩士大葉大學
人力資源暨公共關係學系
100
Extending previous research in identifying work unit influences stimulating customer satisfaction, the present study in service examined whether perceived organizational support and service-oriented organizational citizenship behaviors correlated positively with customer satisfaction, whether service attribute (customer contact frequency, service intangibility, and service employee interdependence) moderated the relationship of perceived organizational support and customer satisfaction, and whether high-performance human resource management practices moderated the relationship of perceived organizational support and service-oriented organizational citizenship behaviors. Data were collected from 100 employees, 40 managers and 200 customers at large hypermarket group in middle Taiwan. Results indicated perceived organizational support was positively related to service-oriented organizational citizenship behaviors, which in turn do not increase the likelihood of customer satisfaction. HLM results indicated perceived organizational support had stronger positive relationships with customer satisfaction under high service employee interdependence. Service intangibility and customer contact frequency, respectively, has no moderation effect of perceived organizational support on customer satisfaction. High-performance human resource management practices have no moderation effect of perceived organizational support on service-oriented organizational citizenship behaviors.
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Tsai, Ming-Tsun, and 蔡明村. "A Study of the Impacts of Corporate Image and Service-oriented Organizational Citizenship Behavior on Customer Satisfaction." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/63675643639957397165.
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碩士育達科技大學
企業管理所
103
This study includes the corporate image, the service-oriented organizational citizenship behavior, and the development of the service quality as a leading indicator to discuss their impacts on the customer satisfaction. The author investigated and verified the measure items of each construct and the relationship among them by statistical method. In order to conduct this research, the author was sampling 245 effective samples form the staff and customer at the Miaoli Branch of Taiwan Power Company.In data analysis, we discussed the impact of demographic variables on the customer satisfaction by ANOVA method and used regression analysis to investigate the relationship between these constructions. Finally, we conducted the Sobel-test on the service quality to find if it had mediation effect between the service-oriented organizational citizenship behavior and the corporate image. After data analysis, this study obtained the following results. First, the corporate image has a positive impact on the service quality. Second, the service-oriented organizational citizenship behavior has a positive impact on service quality. Third, the service quality has a positive impact on customer satisfaction. Fourth, the service quality partially mediated the relationship between the corporate-image and the customer satisfaction. Fifth, the service quality has a complete mediation effect between the service-oriented organizational citizenship behavior and the customer satisfaction.Therefore, the service-oriented organizational citizenship behavior is stronger than the corporate-image for the impact on the customer satisfaction. Finally, According to our results, we also proposed suggestions on the management practices to improve the service quality and to increase the customer satisfaction for Taiwan Power Company.
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Yen, Chung-Lun, and 顏仲倫. "The Effects of Perceived Organizational Support on Contact employees’ Service-Oriented Organizational Citizenship Behavior and Customer Knowledge：The Moderating Role of Learning Climate." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/33334323193129904436.
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碩士真理大學
管理科學研究所
96
To satisfy the customers’ needs at the first contact point is the key for a service firm to succeed in the competitive environment. In order to reach the goal, the service firm has to depend on service-oriented attitude and the rich customer knowledge of their front-line employees. By investigating 36 branches of Taiwan Carrefour, and retrieved the effective questionnaires, the data includes 360 questionnaires answered by the employees and 360 questionnaires responded by supervisors. Then, we adapted hierarchical linear modeling to analysis the data. The result indicated that the front-line employees’ with higher perceived organizational support exhibited more service-oriented organizational citizenship behavior and customer knowledge. In addition, learning climate strengthened the influence of perceived organizational support on loyalty citizenship behavior and customer knowledge, it also decreased the influence of perceived organizational support on service delivery citizenship behavior and participation delivery. Based on the findings, some managerial implications and suggestions for further research were proposed.
Book chapters on the topic "Customer oriented organizational citizenship behaviour"
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Yadav, Brijesh Kumar, and Abhijeet Singh. "Analyzing the Influence of Customer Relationship Management on Firm Performance." In Operations and Service Management, 1590–622. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-3909-4.ch072.
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Today, companies have come to realize that customers are the foundation of a business and effective relationship management is indispensable for the success of an organisation. Hence, one of the most important objectives of a company is to satisfy its customers as they are the backbone and keep a business running. Moreover, it is being witnessed that customer's needs and buying behaviour have changed considerably. In order to meet ever changing demands, organisations need to adopt customer oriented marketing strategies to gain competitive advantage. Since customers nowadays are becoming more price sensitive and shift loyalty frequently in terms of selecting products and services of any company, it has become very difficult to retain them. As a result, emphasis on long term relationships with customers has gained momentum in businesses. The goal of the present study is to expand the study of customer relationship management (CRM) by investigating the association of dimensions of CRM and organizational performance. The study extends customer relationship management to the hotel industry context. It explores a set of CRM dimensions or constructs that are important for implementing CRM in hotel industry in Indian perspective.
Conference papers on the topic "Customer oriented organizational citizenship behaviour"
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Li, Xin, Tong Liu, and Yi-Wen Chen. "The Impact of Job Demands and Customer Mistreatment on Customer-Oriented Organizational Citizenship Behavior." In the 2017 9th International Conference. New York, New York, USA: ACM Press, 2017. http://dx.doi.org/10.1145/3175536.3175564.
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Deng, Xuefei (Nancy), and Tawei Wang. "Understanding Customer-Oriented Organizational Citizenship Behavior in Information System Support: An Exploratory Study." In 2013 46th Hawaii International Conference on System Sciences (HICSS). IEEE, 2013. http://dx.doi.org/10.1109/hicss.2013.580.
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Tung, Hui-Ling, Kuo-Ye Chen, and Chien-Ta Chen. "The Service Climate - Customer Satisfaction Link: Boundary Conditions of Service Attribute and Mediation Effect of Service-oriented Organizational Citizenship Behavior." In Annual International Conference on Human Resource Management and Professional Development in the Digital Age. Global Science & Technology Forum (GSTF), 2011. http://dx.doi.org/10.5176/2251-2349_hrmpd23.
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