원문정보
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
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