英文摘要 |
Customer Satisfaction is the primary objective of the service industry. Servers’s behavior for customers not only will directly affect customer satisfaction, but also indirectly affect the organization's performance and benefits. This research will aim to explore the influences Organizational justice, Leader-Member Relationship Quality have on supervisory Service-Oriented Organizational Citizenship Behaviors and investigate the Structural relationship among these factors. An empirical research survey was conducted on service industry in the southern Taiwan, Research objects included financial insurance industry, food and beverage industry, and sales industry. A total of 235 valid questionnaires were collected and analyzed. Research questions and hypotheses were tested on a structural equation modeling by the AMOS statistical software system. Also, statistical description analysis, factorial analysis, reliability and validity analyses are operated by the SPSS statistical software system. The research results showed: (1) Organizational Justice has a great impact on Service-Oriented Organizational Citizenship Behaviors; (2) Organizational Justice also has a great impact on Leader-Member Relationship Quality; (3) Leader-Member Relationship Quality has a great impact on Service-Oriented Organizational Citizenship Behaviors; (4) Leader-Member Relationship Quality has a mediating effect on the relationship between Organizational Justice and Service-Oriented Organizational Citizenship Behaviors. Finally, research conclusion and suggestions were given for the future research. |