PSYCH OpenIR  > 社会与工程心理学研究室
Alternative TitleThe impact of job demands and customer mistreatment on customer-organzational citizenship behavior
Thesis Advisor陈毅文
Degree Grantor中国科学院大学
Place of Conferral中国科学院心理研究所
Degree Name理学硕士
Degree Discipline应用心理学
Keyword工作要求 客户不公正对待 倦怠 客户导向组织公民行为


Other Abstract

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 hole. The results were as follows:(1) Job demands and customer mistreatment have positive effect on burnout, (2) Burnout has 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 organizationalcitizenship behavior.

Document Type学位论文
Recommended Citation
GB/T 7714
李欣. 工作要求和客户不公正对待对客户导向组织公民行为的影响[D]. 中国科学院心理研究所. 中国科学院大学,2017.
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