The Study of the Service Climate、Motivation Activities on Service-Oriented Organizational Citizenship Behaviors as Examples

• Main Authors: Chu-Kuo Hung, 黃初國
• Other Authors: Pin-TsanYang
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/14449419239070098627

碩士 === 中國文化大學 === 國際企業管理研究所 === 95 === The research use service climate as an independent variable to explore the relation-ships in both service climate and service-oriented organizational citizenship behaviors through the moderator variables on motivation Activities from employees to their superiors, we can clarify further the relationships on both two variables. The research group is for Taipei insurance salesperson and is collected by 400 questionnaires. Completed questionnaires were returned by 298 contact-employees (74.50% response rate).Then the effective questionnaires have been analyzed by Descriptive statistics analysis, Reliability analysis and Regression analysis. The results of this research indicate that: According to the analysis done under hierarchical regression model, noticeable positive impact derived from the service climate to the service-oriented organizational citizenship behaviors was confirmed. Moreover, service climate and service-oriented organizational citizenship behaviors between interference effect of motivation Activities to global service climate、customer orientation、managerial practices and Customer Feedback to service climate and service-oriented organizational citizenship behaviors to loyalty、service delivery and participation was parts of the characteristics are capable of presenting distinct explanation on variables of service climate and service-oriented organizational citizenship behaviors.