공정성과 조직시민행동의 행정 서비스 질에 대한 영향분석: 제안모형과 경쟁모형의 적용 = Effects of Organizational Justice and Organizational Citizenship Behavior on Service Quality in Public Administration: Applications of Proposed Model and Rival Model

다국어 초록 (Multilingual Abstract)

This research explores the critical role of public employee’s organizational citizenship behavior(OCB) in citizens’ evaluation of employee service quality. This paper examined the relationships of employee’s OCB with two types of organizational justice(distributive and procedural justice) and citizen’s perceived service quality in local governments. The study, which combines perceptions from citizens and their contact employees, (1) shows that the two organizational justice variables significantly influence employees’ OCB, and that their active engagement in OCB contributes much to citizens’ perception of employee service quality, (2) indicates that OCB variable is an effective meditator linking the organizational justice variables to service quality. Finally this study compares the proposed model with a rival model without before & after relationship between two types of organizational justice. The comparison reveals that the proposed model has more significant paths and power than the rival model in assessing the relationship among a set of involved variables.