What Makes a Good Citizen in Service Settings?

淡江大學機構典藏 > 商管學院 > 企業管理學系暨研究所 > 期刊論文 > Item 987654321/50419

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題名:	What Makes a Good Citizen in Service Settings?
作者:	汪美伶;Wang, Mei-ling
貢獻者:	淡江大學企業管理學系
關鍵詞:	organisational citizenship behaviour;perceived organisational support;affective commitment
日期:	2009-05-01
上傳時間:	2010-08-09 17:06:54 (UTC+8)
出版者:	Taylor & Francis
摘要:	As service firms face intense pressure to improve service quality, contact employees have been asked to do more with less. It is important that managers understand the concept of organisational citizenship behaviours and attempt to motivate employees to exhibit such behaviours. This study developed and tested a model of how employees' perception of organisational support affects affective commitment (AC), which contributes to their citizenship behaviours in service settings. Questionnaire data from matched pairs of 318 contact employees and their supervisors demonstrated that both perceived organisational support (POS) and AC play strong, central roles in determining contact employees' exhibition of citizenship behaviours. In addition, AC was found to be an effective mediator linking contact employees' perception of organisational support to their citizenship behaviours.
關聯:	The Service Industries Journal 29(5), pp.621-634
DOI:	10.1080/02642060902720055
顯示於類別:	[企業管理學系暨研究所] 期刊論文

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