Goal Orientation, Service Behavior and Service Performance

Chun-Cheng Chien ； Shuo-Tsung Hung

《Asia Pacific Management Review》 13卷2期 (2008/06) Pp. 513-529

https://doi.org/10.6126/APMR.2008.13.2.05

並列摘要

Based on the traditional service triangle, this study proposes a conceptual model of the relationships between goal orientation, service behavior and service performance in order to examine antecedents and consequences of service behavior at the individual level. Data from 271 personal finance specialists and medical assistants show the customer oriented behavior positively correlated with organizational citizenship behavior. Both forms of behavior in turn are positively related to service performance, while service employees who possess higher learning goal orientation show more customer-oriented and organizational citizenship behaviors. Performance goal orientation is positively related to the former, yet may be negatively related to the latter. Managerial implications and directions for future research are discussed.

並列關鍵字

Performance goal orientation ； learning goal orientation ； customer-oriented behavior ； organizational citizenship behavior ； service performance

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