The Impact of OCB on Customers Satisfaction: Full-time V.S. Part-time staffs

• Main Authors: Wen-Ping Kuo, 郭溫評
• Other Authors: 鄧盈嘉
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/ge7p9t

碩士 === 崑山科技大學 === 企業管理研究所 === 96 === Staffs in hospitality and service industry contact customers directly. When facing varieties kind of people, besides taking their responsibility, they help customers and colleagues actively to promote customer satisfaction. Organ(1988) claims that this kind of behavior which staffs pay more than their responsibility is called “Organizational Citizenship Behavior.” Due to the fact that global competition and industries change fast, enterprises pursue benefits; decrease cost aggressively and takes more flexible human resource strategies with full-time and concurrent staffs. Different kinds of staffs’ cognition will affect their behavior, and staffs’ behavior will influence customer satisfaction, so that the income and benefits of enterprises will be concerned. Primary intention of the this research is to discuss the relationship between organizational citizenship behavior and customer satisfaction of the full-time and concurrent staffs, carrying on this case： The 116 pair questionnaires of the service attendants in Evergreen PLAZA Hotel (Tainan) and its customer show the analysis. First of all, individual attributes of “sex, academic background, position and seniority” have the remarkable difference. Secondly, there is a noticeable difference of the full-time and concurrent staffs in organizational citizenship behavior of “active participation and loyalty.” Thirdly, the relationship between organizational citizenship behavior and customer satisfaction in the aspect of “accommodation, service quality and the whole experience” has the positive influence. In addition, in view of the analysis, this research proposes some suggestions in the aspect of academic and actual situation.