The Relationship between Flight Attendant's Perceived Organizational Support and Organizational Citizenship Behavior-OBSE as a Mediator

• Main Authors: Yu-Hwa Tao, 陶育華
• Other Authors: Te-Yi Chang
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/94892609367189394755

碩士 === 中國文化大學 === 觀光事業研究所 === 93 === Organizational citizenship behavior (OCB) has been an important theory these years especially in service industry. Built on the organization-based self-esteem (OBSE) theory, the relationship between perceived organizational support (POS), perceived su-pervisory support (PSS), perceived team support (PTS), and service-oriented OCB was experienced respectively, and the mediate effect of OBSE in this model was discussed. 400 samples of flight attendants from 3 airlines were analyzed to test the research hypotheses by LISREL. The research result revealed that perceived support from dif-ferent resources have different effects in this model. POS is positively related to OCB directly and indirectly by the mediate effect of OBSE, and the positive effect of PTS on OCB is mediated by OBSE, but the effect of PSS is not significant in this model. Therefore OBSE mediates the relationship between POS and OCB partially and the re-lationship between PTS and OCB fully. The mediate model was presented in this research and the suggestions of HRM to improve service-oriented OCB were also given.