The employee-organization relationship, organizational citizenship behaviors, and superior service quality

被引：271
|
作者：
Bell, SJ [1 ]
Menguc, B [1 ]
机构：
[1] Univ Melbourne, Dept Management, Melbourne, Vic 3010, Australia
来源：
JOURNAL OF RETAILING | 2002年 / 78卷 / 02期
关键词：
perceived organizational support; organizational identification; job autonomy; organizational citizenship behaviors; service quality;
D O I：
10.1016/S0022-4359(02)00069-6
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This study proposes a model of customer-contact service employee management that examines organizational citizenship behaviors as critical links between aspects of the employee-organization relationship (perceived organizational support, organizational identification) and customers' perceptions of service quality. In addition, it investigates the role of job autonomy in providing the necessary behavioral discretion for employees to be able to perform citizenship behaviors. The hypothesized model was partially supported. Theoretical and managerial implications are explored. (C) 2002 by New York University. All rights reserved.
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页码：131 / 146
页数：16
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