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1
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.
Повний текст джерелаАнотація:
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.
2
Wilches, Guillermo. "The Relationship between Rewards and Recognition, Service-Oriented Organizational Citizenship Behaviour, and Customer Satisfaction." Thesis, 2009. http://hdl.handle.net/10012/4468.
Повний текст джерелаАнотація:
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.
3
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.
Повний текст джерелаАнотація:
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.
4
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.
Повний текст джерелаАнотація:
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.
5
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.
Повний текст джерелаАнотація:
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.
6
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.
Повний текст джерелаАнотація:
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.
7
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.
Повний текст джерелаАнотація:
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.
8
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.
Повний текст джерелаАнотація:
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.
9
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.
Повний текст джерелаАнотація:
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.
10
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.
Повний текст джерелаАнотація:
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.
11
Tsai, I.-Hsuan, and 蔡依璇. "The infludence of transformational leadership, organizational commitment and psychological empowerment to customer-oriented organizational citizenship behavior-Taking health care industry as example." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/11206739256160139150.
Повний текст джерелаАнотація:
碩士國立中山大學
人力資源管理研究所
93
As the growing living standard, the public have higher and higher expectation to the health-care service. On the other hand, under the pressure of cost and budget limitation, the hospitals would like to enhance the competitively have to promote their service quality. Research has indicated that the nursing personnel’s working attitude and behavior has significant influence to the patient’s impression. For this reason, it is necessary to clarify what is the factor that would affect nursing personnel’s service behavior. This research used the method of questionnaire survey, and collected the data from 8 hospitals. In this study, transformational leadership is used as the independent variables, organizational commitment is used as the mediate variable, psychological empowerment is used as the moderate variable, and customer-oriented organizational citizenship behavior is used as the dependent variable. The purpose of this research is mainly to find out the relationship among transformational leadership ,organizational commitment, and customer-oriented organizational citizenship behavior. Furthermore, using the psychological empowerment as the interfered variable, the study would investigate the effect the psychological empowerment to transformational leadership, organizational commitment, and customer-oriented organizational citizenship behavior. The important discoveries are stated separately as follows: (1) Transformational leadership is positively significant to customer-oriented organizational citizenship behavior. (2) Organizational commitment has influences to customer-oriented organizational citizenship behavior. (3) Transformational leadership is positively significant to organizational commitment. (4) Organizational commitment is found to have a partial mediating effect between transformational leadership and customer-oriented organizational citizenship behavior. (5) Psychological empowerment is found to have a partial moderating effect between transformational leadership and customer-oriented organizational citizenship behavior. According to the results of research, some suggestions are provided: (1) Reinforce the transformational leadership to promote the nursing personnel’s organizational commitment. (2) The supervisor should emphases on the vision of providing excellent service quality to encourage the nursing personnel’s customer-oriented organizational citizenship behavior. (3) Empower the nursing personnel and educate them knowledge and skills that are needed to delivery better service. (4) Value the feedback system for service performance.
12
CHEN, CHIA-CHUN, and 陳珈均. "The impacts of employee perceived support on the relationships among customer mistreatment, emotional labor, and service-oriented organizational citizenship behavior." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/3re937.
Повний текст джерелаАнотація:
碩士國立高雄師範大學
人力與知識管理研究所
105
The purpose of this study is to investigate the impacts of the first line service staff employee perceived support on the relationships among customer mistreatment, emotional labor, and service-oriented organizational citizenship behavior and the theoretical model based on the Affective Events Theory. Using quantitative methods to analysis, there are 307 effective samples. the results show that the first line of service staff false positive emotions for the customer mistreatment and service-oriented organizational citizenship behavior has a mediating role; when the first line of service staff to perceive the support of co-worker will moderating effect on the suppress negative emotions and service-oriented citizenship behavior.
13
Chen, Chien-Ta, and 陳建達. "Service Climate and Customer Satisfaction： The Mediation Effect of Service-Oriented Organizational Citizenship Behavior and the Boundary Conditions of Service Attribute." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/35811866366398051593.
Повний текст джерелаАнотація:
碩士大葉大學
管理學院碩士在職專班
99
Drawing on service climate theory and research, this study examined the mediating effect of service-oriented organizational citizenship behavior on the relationship of service climate and customer satisfaction, and the moderating effects of three potential factors for service attributes (customer contact frequency, service intangibility, and service employee interdependence) in the positive link between service climate and customer satisfaction. For forty branches in banking service industry, data collected for this research constructs with three unique sources involving customer-contact employee, their executives, and customer were measured in order to reduce the possibility of same source bias. In this study customers rated customer satisfaction, while contact employees rated their perceived service climate, and service-oriented organizational citizenship behavior in individual level.The executives rated service attributes in organizational level. Confirmatory factor analysis, reliability, correlation and regression analyses and hierarchical linear modeling was conducted to test research hypotheses.The results showed that (1) a positive, direct relationship is expected between frontline employees’ perceptions of climate for service and customer satisfaction;(2)employee service-oriented organizational citizenship behavior does not mediate the relationship of service climate on customer satisfaction;(3)Service employee interdependence moderates the relationship between service climate and customer satisfaction in such a way that the relationship is significantly more positive when service employee interdependence is high than when service employee interdependence is low.
14
Yee-chen, Chen, and 陳逸禎. "Identifying the Driving Forces of Customer Value Co-Creation: The Roles of Employee Positive Psychological Capital, Employee Service-Oriented Organizational Citizenship Behavior, and Customer Brand Experience." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/c5bg84.
Повний текст джерелаАнотація:
碩士國立中央大學
企業管理學系
102
The present study seeks to identify the driving forces of customer value co-creation through the roles of employee positive psychological capital, employee service-oriented organizational citizenship behavior, and customer brand experience within the tourism industry, specifically in the case of the hotel industry. In total, 650 surveys were distributed, and a total of 493 valid samples were retrieved from 30 hotels in Taiwan (employee sample size: 190; customer sample size: 303; a valid response rate of 75.85%). Hierarchical linear modeling (HLM) was employed to extensively and accurately examine customer value co-creation from a cross-level approach. The results show that employee positive psychological capital is not significantly related to customer value co-creation (H1), employee positive psychological capital affects customer value co-creation indirectly through the mediating effect of employee service-oriented organizational citizenship behavior (H2), and the relationship between employee service-oriented organizational citizenship behavior and customer value co-creation was positively moderated by customer brand experience (H3). The present study contributes to the field of research in four aspects. First, this study investigated customer value co-creation driving forces through the role of the employee, which consequently, advanced the field of customer value co-creation. Second, it identified employee service-oriented organizational citizenship behavior as a key mediating mechanism that links the indirect relationship between employee positive psychological capital and customer value co-creation. Third, it identified customer brand experience as a key moderating mechanism on the relationship between employee service-oriented organizational citizenship behavior and customer value co-creation. Fourth, regarding methodology, few studies investigated value co-creation through a cross-level approach. The present study employed hierarchical linear modeling (HLM) to extensively and accurately examine customer value co-creation and its cross-level relationships, thus, providing greater research value compared to single-level analysis.
15
Chen, You-yu, and 陳宥羽. "The Effect of Commitment-based Human Resource Practices on Customer Satisfaction：The Mediating Effect of Affective Commitment and Service-oriented Organizational Citizenship Behavior." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/31173700068331268100.
Повний текст джерелаАнотація:
碩士東吳大學
企業管理學系
100
Human resource is no longer unilateralism. It not only thinks how to manage emplyees from business perspective, but also considers the relationship between the employees and the enterprise. How to make employees volunteer to become what the organization want and to show the service-oriented organizational citizenship behavior is the research issues in human resource management practices in recent years. In additon, customer satisfaction is often a very important indicator of the enterprise whether it suceess or not. Therefore, enterprises should not only attach importance to the feelings and ideas of the internal customers, but also to meet external customer needs at the same time. This study collected 387 valid samples from employees and 1161 valid samples from customers for analysis. Conducting CFA and path analysis by Amos software. After the analysis, the study results are as follow. First of all, commitment human resource management practices will cause positive effects on affective commitment. Second, affective commitment will cause positive effects on service-oriented organizational citizenship behavior. Third, service-oriented organizational citizenship behavior will cause positive effects on customer satisfaction. Besides, affective commitment has mediating effects in commitment human resource management practices effectively influence commitment human resource management practices. Final, service-oriented organizational citizenship behavior has mediating effects in affective commitment and customer satisfaction.
16
Hsu, Mei-Wen, and 徐美雯. "Core Self-Evaluations Effect on Service-Oriented Organizational Citizenship Behaviors: The Mediating Role of Financial Rewards and the Moderating effect of Customer Justice." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/z4m47j.
Повний текст джерелаАнотація:
碩士輔仁大學
企業管理學系管理學碩士班
102
Employees’ service-oriented organizational citizenship behaviors (SOCB) always make a contribution to organizational performance. The employees will through their loyalty, service delivery and participation to help organization achieve its goal. The scholar Judge et al. thinks core self-evaluations is a stable personality trait which can predict the employees’ job behavior. Moreover he points out the concept, the employees shown their SOCB which stimulated by motivation. In this study, we used two stage questionnaire survey and semi-structured interview which collect the data from 168 financial consultants that which work in a private bank. We try to explore the process of employees’ core-self evaluations to SOCB. We investigate relationships among core-self evaluations, financial rewards and SOCB. Moreover, we examined the moderating role of customer justice. The results support those hypotheses: (1) The higher core self-evaluations of employee, the more SOCB they have. (2) The higher core self-evaluations of employee, the higher the financial rewards they have. (3) The higher the financial rewards, the more SOCB the employee have. (4) Financial rewards are mediator between core self-evaluations. It implicates the higher core self-evaluations employee who will through financial rewards to show their SOCB. (5) Customer justice can strength the positive relationship between financial rewards and SOCB.
17
Iswahyudi, Muhammad Subhan. "The influence of supervisors' ethical leadership on key account managers' ethicality, ethical conduct, and customer relationship quality: a mixed-method study in the Indonesian information and communication technology (ICT) industry." Thesis, 2018. https://vuir.vu.edu.au/38666/.
Повний текст джерелаАнотація:
Given the challenges to ethical practices in a business to business marketing context, this
study examines the influence of supervisors’ ethical leadership on key account managers. A
mixed-method approach was used to answer research questions about the role of ethical
leadership to shape account managers’ ethicality, ethical conduct and customer
relationship quality. The study included a qualitative phase to confirm the constructs
followed by a quantitative study to test theory-driven hypotheses. The initial exploratory
phase interviewed a sample 18 participants, which comprised supervisors, account
manager, and customers of an Indonesian information and communication technology firm.
Analyses surfaced common themes which informed the concept of ethical key account
management.
An online survey with two stages of data collection followed, which used both quantitative
measures and open-ended qualitative responses. In stage 1, partial least-squares structural
equation modelling of responses from 258 account managers revealed that supervisors’
ethical leadership was positively related to account managers’ ethical awareness, intention,
and judgment contingent on the ethical dilemma involved. Further analyses of the 73
completed responses of the survey in stage 2 indicated that ethical leadership was positively
related to ethical equity judgment and customer-oriented organisational citizenship
behaviour, and had an indirect positive effect on customer relationship quality.
Theoretically, the study contributes new understanding by extending the model of ethical
leadership outcomes to customers as the main organisational stakeholders. In practice, the
study has the potential to inform strategies for improving the moral engagement of key
account managers. This engagement is essential for guiding standards of customer
relationship management. In sum, supervisors who engage in moral behaviour and provoke
their subordinates to do so by role-modelling, communication and providing rewards and
consequences, are likely to influence followers’ citizenship behaviour and discourage the
deviant behaviour.
18
Yang, Chieh-Yi, and 楊絜貽. "The effects of emotional labor on emotional exhaustion, service-oriented organizational citizenship behaviors and customers’ behavioral intentions：Moderation of leadership, humor and role stress." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/30635830747896365957.
Повний текст джерелаАнотація:
碩士國立屏東科技大學
企業管理系所
95
Interaction between employee and customer in service industry is much closer than others. Emotional labor occurrs when according to organization expectations employee display appropriate emotion in the service process. It may have substantially affect customers’ perception of service quality (Bowen & Schneider, 1988) and their behaviors (Morris & Feldman, 1997; Zapf, 2002). Most of previous studies on emotional labor have paid little attention on superior’s characteristics and employee’s personal perception of job role. This study examined interaction between emotion labor and superior’s humor, leadership and role stress of employee on emotional exhaustion, service-oriented organizational citizenship behaviors and customers’ behavioral intentions. Based on Lovelock’s (1983) categorization of service industry into “people as object” and “things as object”, this study collect data from 11 service industries in Kaohsiung and Pingtung. For the avoidance to common method variance, paired questionnaire was conducted. Each pair includes one service provider and his/her 2 to 5 customers. In total, 251 pairs, 1323 questionnaires were collected, where “people” sample are 122 pairs (615 questionanires), and “things” sample are 129 pairs (708 questionanires). The results of hierarchical regression show three key findings: (1).Transactional leadership and superior’s humor positively moderate emotional labor and emotional exhaustion. (2). Employee role stress positively moderates emotional labor and emotional exhaustion, but negatively moderates emotional labor and customers’ behavioral intentions. (3).The moderation effects of superior’s humor on emotional labor and emotional exhaustion in “people” sample are stronger than in “things” sample. Effects of emotional labor on customers’ behavioral intentions in “things” sample are stronger than in “people” sample. Moderation effects of leadership on emotional labor and service-oriented organizational citizenship behaviors in “people” sample are stronger than in “things” sample. Based on the research findings, managerial and research implication are discussed.