DocumentCode
537238
Title
Study on the Relationship between Organizational Citizenship Behavior and Service Quality --Based on State-Owned Commercial Banks
Author
Wang, Qing ; Song, Chunling
Author_Institution
Sch. of labor & human resources, Renmin Univ. of China, Beijing, China
fYear
2010
fDate
7-9 Nov. 2010
Firstpage
1
Lastpage
4
Abstract
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.
Keywords
consumer behaviour; customer satisfaction; customer services; organisational aspects; organizational citizenship behavior; service quality; state owned commercial bank; Customer satisfaction; Educational institutions; Human resource management; Humans; Industries;
fLanguage
English
Publisher
ieee
Conference_Titel
E-Product E-Service and E-Entertainment (ICEEE), 2010 International Conference on
Conference_Location
Henan
Print_ISBN
978-1-4244-7159-1
Type
conf
DOI
10.1109/ICEEE.2010.5661191
Filename
5661191
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