Earticle

초록

영어

Prior research has demonstrates that both an employee’ perceived level of workplace fairness and an employee’ customer orientation independently lead to a willingness to assist coworkers in their daily tasks (i.e., organizational citizenship behaviors). If research can determine how to further increase organizational citizenship behaviors, firms will benefit. This research addresses the interaction between customer orientation and perceived justice on organizational citizenship behaviors. The findings demonstrate that when an employee possesses lower perceived justice, the level of customer orientation has little influence on the amount of OCB-altruism (i.e., helping behaviors) actually performed. Conversely, when the service employee rates high on perceived justice, the amount of OCB-altruism increases as the level of customer orientation increases. The authors discuss the managerial implications of these findings.

목차

Abstract
 Introduction
 Literature Review and Hypothesis Development
  Organization Citizenship Behavior
  Customer Orientation
  Equity Theory: Perceived Justice
  Perceived Justice as a Moderator
 Method
  Subject Population - Restaurant Study
  Subject Population - Bank Study
  Measures
 Analysis and Results
  Results of Hierarchical Regression
  Discussion
  Limitations and Future Research
 Appendix
 References

키워드

저자

• D. Todd Donavan [ Associate Professor of Marketing at Colorado State University. ]
• Jaebeom Suh [ Associate Professors of Marketing at the College of Business Administration, Kansas State University. ]
• Hyun Seung Jin [ Associate Professor in the A.Q. Miller School of Journalism and Mass Communications, Kansas State University. ]
• Mary Ann Hocutt [ Assistant Professor in the School of Business at Samford University. ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  서비스마케팅저널 [Services Marketing Journal]

• 간기

  반년간

• pISSN

  2005-3207

• 수록기간

  2008~2025

• 등재여부

  KCI 등재

• 십진분류

  KDC 326 DDC 380