The Research of Service Climate and Service-Oriented Organizational Citizenship Behavior with Mediating Effect of Job Satisfaction

• Main Authors: Hou, Chia-Yin, 侯佳吟
• Other Authors: Fan, Kai-Tang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/96488535381600790936

碩士 === 龍華科技大學 === 商學與管理研究所 === 101 === As the wheel of time turns, much attention of the service industry in recent years. It relating to enterprises's prosper & downfall of the organization's service climate is better or not for the employee's job satisfaction. Facing sharp market, the important factor to competing are the company focus on the organization's service climate and the employee's will be to do the good service. The study is to explore the impact of service climate, job satisfaction and service-oriented organizational citizenship behavior in financial service industry. This research used questionnaires. Six hundred Nineteen (619) questionnaires were collected. The structural equation model analysis were conducted to test our hypotheses. The findings of the study are as follows : First, When the organization's service climate is higher, the employee's job satisfaction will be higher. Second, the employee's job satisfaction is higher, the employee's service-oriented organizational citizenship behavior will be higher too. Third, the employee's service-oriented organizational citizenship behavior is higher, the organization's service climate will be higher. Finally, job satisfaction have complete mediating effect between service climate and service-oriented organizational citizenship behavior.