What Makes a Good Citizen in Service Settings?
學年 97
學期 2
出版(發表)日期 2009-05-01
作品名稱 What Makes a Good Citizen in Service Settings?
著者 汪美伶; Wang, Mei-ling
單位 淡江大學企業管理學系
出版者 Taylor & Francis
著錄名稱、卷期、頁數 The Service Industries Journal 29(5), pp.621-634
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.
語言 en
ISSN 0264-2069
期刊性質 國外
國別 GBR
出版型式 ,電子版

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