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A Study on Organizational Citizenship Behaviors and Service Quality as External Effectiveness of Contact Employees for Deluxe Hotel in Seoul

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중소기업융합학회 (The Society of Convergence for Small and Medium Business)|2018.02|융합정보논문지 (Journal of Convergence for Information Technology)|제8권 제1호|pp. 215-225|DOI https://doi.org/10.22156/CS4SMB.2018.8.1.215

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참고문헌

키워드

공정성서비스품질Service qualityJustice특급호텔Orgnizational citizenshipExtra behaviorContact employeeDulexe hotel조직적 시민행동대 고객 접촉종사원역할외적 행위

초록

The purpose of this is to understand critical roles of contact employees' organization citizenship behaviors (OCBs) in customers' evaluation of service quality. This paper examines the relationship of employees' OCBs with job satisfaction, trust in manager, and customer's perceived service quality in deluxe hotel. The empirical results show that contact employee' job satisfaction and trust in manager are significantly related to OCB and that their active engagement in OCB has a positive relationship with the perception of service quality. Although there exists a significant common method factor possibly influencing the strength of the relationship, this factor did not affect the overall pattern of significant relationship. Another notable finding indicates that, unlike a global OCB measure, path estimates in the relationship of job satisfaction and trust to OCB variable are not similar and suggests that the multiple facets of OCBs provide more detailed information than a global OCB.

Abstract

The purpose of this is to understand critical roles of contact employees' organization citizenship behaviors (OCBs) in customers' evaluation of service quality. This paper examines the relationship of employees' OCBs with job satisfaction, trust in manager, and customer's perceived service quality in deluxe hotel. The empirical results show that contact employee' job satisfaction and trust in manager are significantly related to OCB and that their active engagement in OCB has a positive relationship with the perception of service quality. Although there exists a significant common method factor possibly influencing the strength of the relationship, this factor did not affect the overall pattern of significant relationship. Another notable finding indicates that, unlike a global OCB measure, path estimates in the relationship of job satisfaction and trust to OCB variable are not similar and suggests that the multiple facets of OCBs provide more detailed information than a global OCB.

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