원문정보
Organizational Citizenship Behavior and Service Quality Promotion using OB Modification
초록
영어
With the radical change of business environment, all service companies' employees are forced to provide many customers with high service quality every day, and the extra role(or organizational citizenship behavior) is more imperative than other industry. The purpose of this paper is to introduce Luthans & Kreitner's Organizational Behavior Modification(OB Mod) model to improve organizational citizenship behavior and service quality. With analyzing the relationships among target behavior(service quality), antecedents(OCB), and consequences(customer satisfaction), this paper reviewed OB Mod's 5 stages; identifying, measuring, functional analysis of the behavior, development of an intervention strategy, evaluation. This model has found to be useful in finding and improving troublesome employee behaviors in USA, but not been verified in Korea. Thus it is recommended to review the difference of organizational culture and practices before introducing the model.
목차
1. 문제제기 및 연구목적
2. 조직시민행동과 서비스품질
2.1 조직시민행동의 개념
2.2 서비스품질의 개념
2.3 서비스품질의 효과
2.4 조직시민행동과 서비스품질
3. 행위수정모형의 적용단계
3.1 1단계 : 목표 행동의 규정(Identify)
3.2 2단계 : 측정(Measure)
3.3 3단계 : 목표행동의 기능적 분석(Functional Analysis of Behavior)
3.4 4단계 : 개입전략의 개발(Development of an Intervention Strategy)
3.5 4단계 : 결과평가( Evaluation)
4. 요약 및 결언
5. 참고문헌