Managing service-oriented organizational citizenship behaviors: A review of research literature

• 主要作者: Choo, Ling Suan
• 格式: Conference or Workshop Item
• 语言: English
• 出版: 2015
• 主题: HD28 Management. Industrial Management
• 在线阅读: http://repo.uum.edu.my/15921/1/ch.pdf; http://repo.uum.edu.my/15921/; http://www.feb.unimas.my/cociaf/

For service organizations, service delivery excellence is a necessity.It is also tightly coupled to the favorable attitudes and behaviors of an organization’s customer-contact employees. Described as service oriented organizational citizenship behaviors, service employees who exhibit high levels of...