Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior

@article{Gonzlez2006StructuralRB,
  title={Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior},
  author={Jos{\'e} Antonio Varela Gonz{\'a}lez and Teresa Garc{\'i}a Garazo},
  journal={International Journal of Service Industry Management},
  year={2006},
  volume={17},
  pages={23-50}
}
Purpose – The purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB) of customer‐contact employees.Design/methodology/approach – Questionnaires were carried out in 149 hotel firms. One customer‐contact employee and the manager provide the data in each hotel. The constructs were measured using existing scales. Structural equation models were used to examine the effects… Expand
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Organizational citizenship behavior (OCB) over time has emerged as a topic of debate among scholars and practitioners. What constitutes or encourages such behaviors among employees, especially whenExpand
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TLDR
Attitude, personality, and customer knowledge antecedents were compared in their predictive ability of 3 service-oriented forms of employee organizational citizenship behaviors (OCBs): loyalty, service delivery, and participation and found that each of the 3 types of service- oriented OCBs was best predicted by different subsets of the antecedent. Expand
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Abstract An organizational service orientation scale (SERV ∗ OR) is developed and validated in this study. Service orientation is defined as an organization-wide embracement of a basic set ofExpand
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This work analyzes the effect that service company employee behavior has on customer perceptions of the quality of services received, and the consequent company performance. OrganizationalExpand
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Organizational citizenship behavior as a critical link between HRM practices and service quality
This paper discusses how organizational citizenship behavior (OCB) provides a critical link between a firm's human resource management practices and its level of customer service. It is argued that aExpand
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