The Impact of Job Demands and Customer Mistreatment on Customer-Oriented Organizational Citizenship Behavior | |
Li, X (Li, Xin); Liu, T (Liu, Tong); Chen, YW (Chen, Yi-Wen) | |
2017 | |
会议日期 | DEC 20-22, 2017 |
会议地点 | Barcelona, SPAIN |
关键词 | job demands customer mistreatment burnout customer-oriented organizational citizenship behavior |
DOI | 10.1145/3175536.3175564 |
页码 | 223-227 |
英文摘要 | Service quality represents the external image of an organization. The aim of this study is to help enterprises understand the factors influencing service quality and gain improvements in the aspect of theory and practice. A questionnaire was distributed to 247 frontline employees in 3 call centers to study the impact of job demands and customer mistreatment on customer-oriented organizational citizenship behavior. This study is based on the affective events theory, and used burnout to play a mediating role. The results were as follows : (1) Job demands and customer mistreatment have a positive effect on burnout, (2) Burnout has a negative effect on customer-oriented organizational citizenship behavior, (3) Burnout partly mediated the relationship between job demands and customer-oriented organizational citizenship behavior, as well as between customer mistreatment and customer-oriented organizational citizenship behavior. |
会议录 | PROCEEDINGS OF THE 9TH INTERNATIONAL CONFERENCE ON EDUCATION TECHNOLOGY AND COMPUTERS (ICETC 2017) |
ISBN号 | 978-1-4503-5435-6 |
内容类型 | 会议论文 |
源URL | [http://ir.psych.ac.cn/handle/311026/34157] |
专题 | 心理研究所_中国科学院行为科学重点实验室 |
作者单位 | Inst Psychol, CAS Key Lab Behav Sci, Beijing 100101, Peoples R China |
推荐引用方式 GB/T 7714 | Li, X ,Liu, T ,Chen, YW . The Impact of Job Demands and Customer Mistreatment on Customer-Oriented Organizational Citizenship Behavior[C]. 见:. Barcelona, SPAIN. DEC 20-22, 2017. |
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