A Study of the relationship between Flight Attendants’ Perceived Internal Service Quality, Psychological Contract and Organizational Citizenship Behavior.

• Main Authors: Ling-Chieh Yen, 顏綾婕
• Other Authors: Te-Yi Chang
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/52593671026326651391

碩士 === 中國文化大學 === 觀光休閒事業管理研究所 === 94 === Organizational citizenship behavior is becoming important for enterprises in these years. For the aviation industry, if flight attendants have the organizational citizenship behavior, it not only could facilitate the operation effectiveness of the organization, but could also increase a good tool of competition for it, thus it is an important issue not to be ignored. The purpose of this research is to discuss the cause and effect relationship among the internal service quality, psychological contract and organizational citizenship behavior of the aviation company. The hypothesis is made according to literature discussion, and interview with airlines and flight attendants; next is to establish research framework, and 420 samples are obtained from flight attendants of three airlines in Taiwan. According to the verification analysis of LISREL, it shows: 1. There is positive relationship between the internal service quality and organizational citizenship behavior. 2. There is positive relationship between the internal service quality and psychological contract. 3. Psychological contract also has positive influence to organizational citizen behavior. 4. Through the medium effect of psychological contract, the cognition of internal service quality by them has more performance of organizational citizenship behavior. It is discovered that the psychological contract of them has the medium effect toward the relationship between the cognition of internal service quality and organizational citizenship behavior, i.e., through the performance of psychological contract by employees to the organization, the specific presentation of their loyalty, service communication and active participation of citizen behavior could be increased. The result of this research could propose certain reference for the establishment of HR management strategy to the aviation companies.