Organizational citizenship behavior¡]Smith, Organ, & Near, 1983¡^refers to discretionary behaviors that benefit the organization but are not formally rewarded or appraised. Previous research has traditionally identified employee perceptions of justice or equity, and trust with the organization as determinants¡]Motowidlo & Van Scotter, 1994; Organ & Konovsky, 1989¡^, but this conceptualization has been focused on employee¡¦s behaviors¡]Orr, Sackett, & Mercer, 1989; Podsakoff, Aheame, & Mackenzie 1997¡^. This study develops a new concept as an important variable, customer citizenship behavior(CCB), underlying logistics industry in Taiwan, to further the understanding of citizenship behaviors. It is important to study because it affects organizational performance. And, with the growing importance of Customer Relationship Management(CRM), the relationship between the business context and CCB has not been addressed. The business context is defined to include: organizational justice, trust in business teams, and satisfaction with the other customer service relationships. Hypotheses are developed linking these aspects of the business context to CCB.The main purpose of this research is to investigate the relationships between organizational justice, trust and CCB and indirect effects as the mediated variable¡¨trust¡¨between organizational justice and CCB.Those relationships could be examined through questionnaire survey method. The main findings of the empirical study are as follows¡G
1. Organizational justice holds the positive relationship toward CCB
2. Organizational justice holds the positive relationship toward Trust
3. Trust holds the positive relationship toward CCB
4. Trust holds the significant indirect effects between organizational justice and CCB
5. Personal attributes holds the significant influence toward CCB
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0905105-121503 |
| Date | 05 September 2005 |
| Creators | Hung, Chung-Rung |
| Contributors | Te-Cheng Yu, Bih-Shiaw Jaw, Ming-Chu Yu |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0905105-121503 |
| Rights | withheld, Copyright information available at source archive |
Page generated in 0.0015 seconds