search query: @indexterm SERVICE QUALITY / total: 221
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| Author: | Bettencourt, L.A. Gwinner, K.P. Meuter, M.L. |
| Title: | A comparison of attitude, personality and knowledge predictors of service-oriented organizational citizenship behaviors |
| Journal: | Journal of Applied Psychology
2001 : FEB, VOL 86:1, p. 29-41 |
| Index terms: | SERVICE QUALITY EMPLOYEE SURVEYS ORGANIZATIONAL BEHAVIOUR CUSTOMER RELATIONS |
| Language: | eng |
| Abstract: | Attitude, personality and customer knowledge antecedents were compared in their predictive ability of 3 service-oriented forms of employee organizational citizenship behaviors (OCBs): loyalty, service delivery and participation. For the 1st study, 236 customer-contact employees provided data concerning their OCBs and the attitude, personality and knowledge antecedents. The 2nd investigation relied on data provided by 144 contact employees from a network of university libraries. Using hierarchical regression in both studies, the authors found that each of the 3 types of service-oriented OCBs was best predicted by different subsets of the antecedents. Job attitudes accounted for the most unique variance in loyalty OCBs, personality accounted for the most unique variance in service delivery OCBs and customer knowledge and personality jointly were the best predictors of participation OCBs. |
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