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The Effects of Service Worker's Customer Orientation on Organizational Citizenship Behavior
배병렬,간톨가 오란덴갈,세르겔렌 따라한토야,Bae, Byung-Ryul,Urandelger, Gantulga,Darkhantuya, Sergelen The Society of service Science 2014 서비스연구 Vol.4 No.1
Every organization needs to maintain its long-term effectiveness through the positive perceptions, attitudes, and behaviors of its members. Customer orientation, job satisfaction, and organizational citizenship behavior (OCB) are the important functioning aspects for the long-term organizational effectiveness. The purpose of this study is to investigate the impact of service-worker's customer orientation on OCB within Korean bank and insurance sector by analyzing the relationship of constructs in the conceptual model. To achieve research objectives, survey method is employed. Findings of this research reveal that both need and enjoyment dimension of CO are very important in predicting OCB. We sent 220 questionnaires to service workers of the bank and insurance then received 200 valid responses. The research was conducted in bank and insurance agency in J city. The choice of these two types of organizations was dictated by the fact that they have large number of service worker with diverse background at multiple levels in these industries. Results also indicated that the moderating effect of pay satisfaction on the relationship between their OCB and CO had a weak effect.
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