非营利组织服务导向对组织公民行为与组织绩效的影响  

The Impact of Non-profit Organization Service Orientation on Organizational Citizenship Behavior and Organizational Performance

作　　者：沈鹏熠[1] 张雅[2] 

机构地区：[1]华东交通大学经济管理学院,江西南昌330013 [2]武汉大学国际软件学院,湖北武汉430072

出　　处：《华东经济管理》2016年第1期142-149,共8页East China Economic Management

基　　金：国家自然科学基金项目(71362002);教育部人文社会科学研究青年基金项目(13YJC630130);江西省教育厅科技项目(GJJ13315)

摘　　要：文章基于非营利组织主管和员工的问卷调查,实证分析了非营利组织服务导向对组织公民行为与组织绩效的影响机制。结果表明,非营利组织服务导向由员工个性管理、顾客关系管理、服务接触管理、人力资源管理和服务系统管理五维度构成;员工个性管理、顾客关系管理、服务接触管理、人力资源管理对员工工作满意度有积极影响,员工个性管理、顾客关系管理、人力资源管理、服务系统管理对组织承诺有积极影响;员工工作满意度对组织承诺和组织公民行为有积极影响,组织承诺对组织公民行为和组织绩效有积极影响,组织公民行为对组织绩效有积极影响。可见,非营利组织服务导向是通过员工工作满意度和组织承诺对组织公民行为和组织绩效产生间接影响的。另外,多群组结构方程模型分析发现,非营利组织特征变量在不同假设路径中的影响存在显著差异。The paper,based on the questionnaire survey of non-profit organization supervisors and employees,makes anempirical analysis on the influencing mechanism of non-profit organization service orientation on organizational citizenshipbehavior and organizational performance. The results indicate that non-profit organization service orientation consists of fivedimensions：employee personality management,customer relationship management,service encounter management,humanresources management and service system management. Employee personality management,customer relationship management,service encounter management and human resources management have positive impacts on employee job satisfaction,whileemployee personality management,customer relationship management,human resources management and service systemmanagement have positive impacts on organizational commitment. Meanwhile,employee job satisfaction has a positive impacton organizational commitment and organizational citizenship behavior,organizational commitment has a positive impacton organizational citizenship behavior and organizational performance,and organizational citizenship behavior has a positiveimpact on organizational performance. Therefore,non-profit organization service orientation has an indirect impact on organi-zational citizenship behavior and organizational performance through employee job satisfaction and organizational commit-ment. In addition,the analysis of multi group structural equation model shows that the impacts of non-profit organizationcharacteristic variables varies significantly in different hypothetical paths.

关 键 词：非营利组织 服务导向 工作满意度 组织公民行为 组织绩效 

分 类 号：F062.6[经济管理—政治经济学] F063.1