A study of organizational identification, service-oriented organizational citizenship behavior and service quality.

• Main Authors: Chi-Fang HO, 何籍芳
• Other Authors: 楊濱燦
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/59030199709263493808

碩士 === 中國文化大學 === 國際企業管理研究所 === 96 === The purpose of this study is to collect the related literatures and examine the relationships between the front-line employee’s organizational identification and service quality by questionnaire survey and statistical analysis results. Service-oriented organizational citizenship behavior (loyalty, service delivery, participation) serves as the mediator. The conclusions and managerial implications are proposed according to the research findings and analysis results. This study collects 536 formal questionnaires from 268 insurance salespersons and 268 customers in Taipei. The data were analyzed mainly by path analysis. The critical findings of this thesis are as follows：Service delivery serves as the full mediator between organizational identification and service quality.