THE EFFECTS OF PSYCHOLOGICAL AUTHENTIZOTIC CLIMATES ON EMPLOYEES’ SERVICE QUALITY AND ORGANIZATIONAL CITIZENSHIP

• Main Authors: Pei-Chuan Kang, 康培絹
• Other Authors: Hao-Erl Yang
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/84201419283348494043

碩士 === 大同大學 === 事業經營學系(所) === 105 === When an organization regards employees’ well-being as an important issue, whether it is based on humanitarian or pragmatic motives, a healthy and happy working environment is the most important factor affecting employees’ well-being and job satisfaction. Job satisfaction is an important issue of concern to any organization, as past literature shows that job satisfaction significantly affects employees’ service quality and citizenship behavior. The purpose of this study is to explore how the psychological authentizotic climates(PAC) of an organization in the service sector (an important source of a healthy and happy work environment) affect employees’ job satisfaction, service quality, and citizenship behavior. The structural equation modeling(SEM) was adopted in this study to gain an insight into the effect model of the PAC. 190 valid copies of questionnaires were obtained from the employees in the service sector. AMOS 21.0 was used to analyze the measure the composite reliability(CR), average variance extracted (AVE), and discriminant validity of the constructs used in the measurement model. The results show that the composite reliability of every construct exceeded 0.6 and each AVE exceeded or approximated 0.5, indicating the dimensions possessed appropriate reliability and convergent validity. The correlation coefficients between each pair of constructs were less than or approximated the square root of the AVE, thus indicating the measurement model in this study possessed discriminant validity. Secondly, the results of the structural model analysis show that three of the six dimensions of psychological authentizotic climates, namely spirit of camaraderie, opportunities for learning and personal development and fairness/justice, had a significantly positive effect on job satisfaction; meanwhile, the other three dimensions, namely, trust and credibility of the leaders , open and frank communication with the leader and work-family coordination, had no significant effect on job satisfaction. Moreover, job satisfaction and service quality had a significantly positive effect on service quality and organizational citizenship behavior. Furthermore, the test results of mediating effect of job satisfaction show that job satisfaction significantly and completely mediate the effects of spirit of camaraderie, opportunities for learning and personal development, and fairness/justice on service quality and organizational citizenship behavior. Therefore, in order for the management authorities in the service sector to enhance employee service quality and organizational citizenship behavior, it is essential that importance be attached to three of the six dimensions of psychological authentizotic climates, namely, spirit of camaraderie, opportunities for learning and personal development, and fairness/justice.