| Summary: | 碩士 === 慈濟大學 === 護理學系碩士班 === 101 === The aim of this study was to examine the correlation of customer oriented behaviors and
organizational citizenship behaviors and service performance among nurse staffs, and the potential
impacts of different individual characteristics to the customer oriented behaviors and organizational
citizenship behaviors.
A total of 106 nursing staffs, who worked in an armed force community teaching hospital, were recruited in the study. Data were collected with structural questionnaires, which included the basic demographic information, customer oriented behaviors scale, organizational citizenship behaviors scale, and service performance scale. Nurse managers were administered with the service performance scale in order to avoid common method variance. The data were analyzed by using SPSS 17.0 statistic software.
Results showed that：(1) Customer oriented behaviors revealed significant difference in nurses’ characteristics including different job positions, education levels, monthly salary and hospital tenure, respectively. (2) Organizational citizenship behaviors revealed significant difference in nurses’ characteristics including different job positions, education levels, monthly salary and work units, respectively. (3) There was positive correlation between customer oriented behaviors and service performance (p<.05). (4) There was positive correlation between organizational citizenship behaviors and service performance (p<.05). (5) There was positive correlation between customer oriented behaviors and organizational citizenship behaviors (p<.01).
The results of the study showed that different individual demographic characteristics of nursing
personnel affected customer oriented behaviors and organizational citizenship behaviors. Therefore, we
may positive reinforce and motivate these behaviors to promote nurse service performance. The results
provide potential implications for future nursing administrative practice, nursing education and research. They also can help hospital managers and nursing administrators to build up strategies that can encourage nurse staff’s service behaviors and service performance.
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