The influences of Customer Citizenship, DysfunctionalBehavior on Employee Satisfaction and Employee Commitment- a Study of VNPT in Hanoi, Vietnam.

• Main Authors: Vu Thi Hai Van, 武氏海雲
• Other Authors: Shih-Chien Chien
• Format: Others
• Language: en_US
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/18037409789803169992

碩士 === 樹德科技大學 === 經營管理研究所 === 101 === In Vietnam, telecommunication industries face to the trend of globalization and international integration due to the competition and technology development. Furthermore, service quality is the critical role of company to sustain competitive advantage. Basically, service encounters are a dyadic interaction of frontline service between employees and customers. Therefore the interaction between customers and employees can influence customer perceptions and experiences. The relationship between employee satisfaction, employee commitment, and employee satisfaction are the interesting issues for service industry. Furthermore, VNPT Hanoi realizes that both how to heave their employees value and obtain the commitment from employees is an important issue for VNPT. This study found that employee satisfactions and employee commitment have relationship to customer citizenship and dysfunctional behavior in VNPT Hanoi.