組織公民行為與顧客滿意關係之研究

The Relationship between Organizational Citizenship Behavior and Customer Satisfaction

謝庭華(Ting-Hua Hsieh)

《文大商管學報》 8卷1期 (2003/04) Pp. 79-89

https://doi.org/10.30163/BR.200304.0005

摘要

本研究之主旨係針對組織公民行為與顧客滿意二變項間之關係進行探討。透過台灣地區三家壽險公司之服務人員及其顧客之165份配對問卷進行分析。研究結果顯示，組織公民行為與顧客滿意之產品品質構面、員工表現構面、服務內涵構面具有顯著的正向關係存在。此外，針對此項研究結果，本研究亦進一步提出了學術與實務上之建議。

關鍵字

組織公民行為 ； 顧客滿意

並列摘要

The purpose of this present study was to examine the relationship between organizational citizenship behavior and customer satisfaction. One hundred and sixty-five matched data from salespeople and their customers of three insurance companies in Taiwan was analyzed to examine the research problem. Results indicated that organizational citizenship behavior was related to three dimensions of customer satisfaction positively. Practical and further research suggestions were included in this paper

並列關鍵字

organizational citizenship behavior ； customer satisfaction

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