服务互动过程中员工OCB与服务质量的关系研究及管理启示——以陕西宝鸡地区城乡零售服务业为例  

On the Relationship between Staff OCB and Service Qulity in the Interaction Process of Service——A case study of Urban and rural retail service in Baoji

作　　者：刘选卫[1] 易文利[1] 

机构地区：[1]宝鸡文理学院,陕西宝鸡721013

出　　处：《科技和产业》2013年第9期87-90,112,共5页Science Technology and Industry

基　　金：宝鸡文理学院科研重点资助项目(ZK11123)

摘　　要：通过文献分析确定了OCB和服务质量的概念和维度,构建了OCB与服务质量及服务质量各维度间的关系模型,并以陕西宝鸡地区城乡零售服务企业为例,对模型进行了实证分析和验证。结果显示:在服务互动过程中OCB对交互质量和实体环境静质量均存在显著的正向影响,对结果质量不存在显著影响;服务质量内部因子间,交互质量、实体环境质量均对结果质量存在显著正向影响,实体环境质量对交互质量存在显著正向影响。由此提出企业在服务互动过程中提升服务质量管理启示。We made sure the dimension and the concept of Employee＇ OCB and service quality throughing the analysis of the relevant literature, and then constructed the relational model among Employee＇OCB, Service quality dimensions, and the various dimensions of service quality. Based on the example of Baoji city urban and rural retail service, we carried an empirical analysis and model validation. The results showed： employee＇ OCB has a significant positive impact on interaction quality alxd physical environment quality in the process of the interactions servicc, hut does not has appreciable impact on the quality of results, Internal factors of service quality, interaction quality and physical environment quality has a signlf icant positive impact on the quality of results; physical environment quality has has a marked positive impact on interaction quality. At the basis of the above-mentioned studies and put forward an enterprise to enhance the Service quality management.

关 键 词：组织公民行为（OCB） 服务质量 维度结构 

分 类 号：F272.3[经济管理—企业管理]