A Cross-level Examination on Relationships between Perceived Organizational Support and Service-Oriented Organizational Citizenship Behavior: Moderating Roles of Service Climate and supervisor support
| Autor: | Wen-Yi Cheng, 鄭雯憶 |
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| Rok vydání: | 2007 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 95 As service firms face intense pressure to improve service quality, contact employees have been asked to do more with less. It is important that organization understands the concept of organizational citizenship behaviors and attempts to motivate employees to exhibit such behaviors. This study investigated 36 branches of Taiwan Carrefour, and retrieved the effective questionnaires, which includes 108 questionnaires responded by the supervisors and 1387 questionnaires answered by the employees. Then, we utilized hierarchical linear modeling for the analysis. The result indicated that employees with higher perceived organizational support exhibited more organizational citizenship behaviors. In addition, service climate strengthened the influence of perceived organizational support on service-oriented organizational citizenship behavior. The findings suggested that situational influence such as climate could affect employees’ perception of organizational support, thus enhance the presence of organizational citizenship behaviors in service settings. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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