Study on the Relationship between Organizational Citizenship Behavior and Service Quality --Based on State-Owned Commercial Banks

Study on the Relationship between Organizational Citizenship Behavior and Service Quality --Based on State-Owned Commercial Banks

In this study, we investigate the customer's sensation to service quality of state-owned commercial bank and the relation between Organizational citizenship behavior (OCB) and service quality. Results suggest that the sensation to service quality of different customers in sex, marriage, age and...

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Bibliographische Detailangaben
Hauptverfasser: Qing Wang, Chunling Song
Format: Tagungsbericht
Sprache:chi ; eng
Schlagworte:
Customer satisfaction
Educational institutions
Human resource management
Humans
Industries
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Beschreibung
Zusammenfassung:In this study, we investigate the customer's sensation to service quality of state-owned commercial bank and the relation between Organizational citizenship behavior (OCB) and service quality. Results suggest that the sensation to service quality of different customers in sex, marriage, age and education is different, the relation between OCB and service quality is significant. Empirical implications are discussed.
DOI:10.1109/ICEEE.2010.5661191