Prohibitive Voice of Service Worker in Affecting Customer Procedural Justice and Customer Organizational Citizenship Behaviors

• Main Authors: Ngo Thi Phuoc, 吳氏福
• Other Authors: Yu-Li Lin
• Format: Others
• Language: en_US
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/p668fr

碩士 === 南台科技大學 === 企業管理系 === 100 === The purpose of this study is to assess the affection of prohibitive voice on procedural justice and customer organizational citizenship behavior. Prohibitive voice of service worker, through customer procedural justice, will create a new awareness for the customer and therefore, customers will somehow have positive responses towards the organization of service worker are expected outcome of this research. The investigation focuses on beverage service in Tainan city, Taiwan with a sample of 441. Using a simple model with only four hypothesized relationships, the data were analyzed by Confirmatory Factor Analysis and Structural Equation Model techniques. The results show that prohibitive voice of service worker has effect on customer organizational citizenship behaviors and procedural justice positively. The relationship between procedural justice and customer organizational citizenship behaviors is also confirmed. Mediate role of procedural justice in the relationship between prohibitive voice and customer organizational citizenship behaviors is supported.