Payne Stephanie C, Webber Sheila Simsarian
Department of Psychology.
College of Management.
J Appl Psychol. 2006 Mar;91(2):365-378. doi: 10.1037/0021-9010.91.2.365.
The relationship among job satisfaction, affective commitment, service-oriented organizational citizenship behaviors (OCBs), customer satisfaction, and customer loyalty were examined for a sample of 249 hairstylists and 1 of their corresponding customers. Employee satisfaction was positively related to service-oriented OCBs, customer satisfaction, and customer loyalty, whereas affective commitment was not related to these outcomes. The extent to which the predictor variables interacted with one another and the role of employment status on these relationships was also explored. High levels of job satisfaction or affective commitment resulted in more service-oriented OCBs for employees and self-employed workers, whereas high levels of both resulted in more service-oriented OCBs for owners.
以249名发型师及其对应的1名顾客为样本，研究了工作满意度、情感承诺、服务导向型组织公民行为（OCB）、顾客满意度和顾客忠诚度之间的关系。员工满意度与服务导向型OCB、顾客满意度和顾客忠诚度呈正相关，而情感承诺与这些结果无关。研究还探讨了预测变量之间的相互作用程度以及就业状况在这些关系中的作用。高水平的工作满意度或情感承诺会使员工和个体经营者表现出更多的服务导向型OCB，而高水平的工作满意度和情感承诺则会使企业主表现出更多的服务导向型OCB。
