서비스종업원 조직시민행위의 사회 교환론적 선행변수와 서비스품질에 관한 연구 종업원분석수준

다국어 초록 (Multilingual Abstract)

The purpose of this study is to understand the critical role of employees` organizational citizenship behavior in customers` evaluation of employee service quality. This paper examined the relationships of employees` OCB with two social exchange variables (job satisfaction and trust) and customers` perceived service quality in travel agencies. This study, which combines perceptions from customers and their contact employees, shows that the two social exchange variables significantly influence employees` OCB, and that their active engagement in OCB contribute much to customers` perception of employee service quality. The empirical results indicate that OCB variable is an effective mediator linking the social exchange variables to service quality. Another finding is that, unlike previous studies that used a global OCB measure, path estimates in the relationships of job satisfaction and trust to multiple OCBs are not similar, and suggests that multiple OCBs provide more detailed information than a global OCB measure.