The Impact Mechanism of Service Employees' Job Satisfaction on Service Quality: The Role of OCB and Turnover Intention

We use a sample of 454 service employees to discuss the relationship between service employee' job satisfaction and service quality, and the role of organization citizenship behavior and turnover intention. The results showed that: Service employees' job satisfaction has a significant positive effect on organizational citizenship behavior, and service quality (soft quality and hard quality). In the meanwhile, it has a highly negative impact on turnover intention. Organizational citizenship behavior plays a partly mediating role between job satisfaction and soft quality of service employee. Organizational citizenship behavior and turnover intention are not mediating between service employee's job satisfaction and hard quality of service employee. These conclusions have important theoretical and practical significance for services enterprises to improve human resource management and earn a competitive advantage.