| Summary: | 碩士 === 逢甲大學 === 合作經濟學所 === 99 === Organizational citizenship behavior (OCB) is defined as the spontaneous behavior of the employee that contributes to organizational performance, but that is not formally specified as an aspect of the job. OCB has been developed more than 20 years. The scholars expanded it to the field of customer service and defined as service-oriented organizational citizenship behavior (service-oriented OCB). It’s the extension of OCB, and means that customer-contact employees engage in enthusiasm and responsible behaviors to satisfy customers. Regarding many studies of service-oriented OCB, researchers have focused on and discussed profit organizations’ employee. However, these studies have paid relatively little attention to non-profit organizations’ social workers. Based on the perspectives of personality and social exchange theory, thus, the purpose of this study is to examine the relationship among public service motivation, psychology empowerment, organizational commitment, and service-oriented OCB. Furthermore, the mediating effect of organizational commitment on the relationship between public service motivation and service-oriented OCB as well as psychology empowerment and service-oriented OCB are also examined.
This study used questionnaire and carried out in social welfare foundation. Survey data are collected from 209 social workers. Descriptive statistics and structural equation model are used to analyze and examine research models. The analytical results are indicated as follows:
1、Public service motivation has a positive effect on service-oriented OCB.
2、Organizational commitment has a positive effect on service-oriented OCB.
3、Psychology empowerment has a positive effect on service-oriented OCB.
4、Organizational commitment has the mediating effect between psychology empowerment and service-oriented OCB.
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