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
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;
Conference_Titel :
E-Product E-Service and E-Entertainment (ICEEE), 2010 International Conference on
Conference_Location :
Henan
Print_ISBN :
978-1-4244-7159-1
DOI :
10.1109/ICEEE.2010.5661191
