服务氛围与学习氛围对顾客导向的ocb影响的分析-analysis of the influence of service atmosphere and learning atmosphere on customer-oriented ocb.docx

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2018-06-04 发布于上海
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服务氛围与学习氛围对顾客导向的ocb影响的分析-analysis of the influence of service atmosphere and learning atmosphere on customer-oriented ocb.docx

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服务氛围与学习氛围对顾客导向的ocb影响的分析-analysis of the influence of service atmosphere and learning atmosphere on customer-oriented ocb

AbstractThisresearchexaminethesynergisticeffectsofspecificorganizationclimatesonCustomer-focusedOrganizationalCitizenshipBehavior（Customer-focusedOCB）basedonthecontextofserviceorganization,includingthemaineffectsofServiceClimateandLearningClimateonCustomer-focusedOCB,andthemoderationeffectsofCompetitionClimateonbothofthem.Throughthesurveyof32beauty-hairsalons,whichwasdistributed960questionnaires.Including320employeesand640customers,thenumberofemployees245validquestionnairesandcustomers490,wastheresultsshowthat:（1）ServiceClimateaffectsCustomer-focusedOCBpositively;（2）LearningClimateaffectsCustomer-focusedOCBpositively;（3）CompetitionClimatemoderatestherelationshipbetweenServiceClimateandCustomer-focusedOCB,thatisthepositiverelationshipbetweenServiceClimateandCustomer-focusedOCBismoresignificantforhighlevelofCompetitionClimatethanlowone;（4）Similarly,CompetitionClimatemoderatestherelationshipbetweenLearningClimateandCustomer-focusedOCB,thatiscomparedwithlowCompetitionClimatelevel,thepositiverelationshipbetweenLearningClimateandCustomer-focusedOCBismoresignificantforhighlevelofCompetitionClimate.Theoretically,thisarticlebasedonSocialIdentityTheoryandSynergisticEffect,whichenrichestheresearchofinfluentialfactorsofCustomer-focusedOCB,meanwhile,verifiesthesynergisticeffectsofmulti-organizationclimates.Practically,inordertopromoteCustomer-focusedOCBandperformanceforserviceorganizations,wesuggestthesynergisticallyemphasesofServiceClimate,LearningClimateandCompetitionClimate.Thatistosay,toimprovedandenhancedonesingleorganizationalclimate,whichwasnotsatisfiedwiththecompanydevelopment.IfthecompanywantstoimprovetheirCustomer-focusedOCB,theyshouldfocusontherelationshipamongserviceclimatelearningclimateandcompetitiveclimate.Keywords:serviceclimate,learningclimate,competitionclimate,customer-focusedorganizationalcitizenshipbehavior目录摘要...............................................................................................................................IAbstract..............