CAJ | 학술논문

通过文献分析确定了OCB和服务质量的概念和维度，构建了OCB与服务质量及服务质量各维度间的关系模型，并以陕西宝鸡地区城乡零售服务企业为例，对模型进行了实证分析和验证。结果显示：在服务互动过程中OCB对交互质量和实体环境静质量均存在显著的正向影响，对结果质量不存在显著影响；服务质量内部因子间，交互质量、实体环境质量均对结果质量存在显著正向影响，实体环境质量对交互质量存在显著正向影响。由此提出企业在服务互动过程中提升服务质量管理启示。
통과문헌분석학정료OCB화복무질량적개념화유도，구건료OCB여복무질량급복무질량각유도간적관계모형，병이협서보계지구성향령수복무기업위례，대모형진행료실증분석화험증。결과현시：재복무호동과정중OCB대교호질량화실체배경정질량균존재현저적정향영향，대결과질량불존재현저영향；복무질량내부인자간，교호질량、실체배경질량균대결과질량존재현저정향영향，실체배경질량대교호질량존재현저정향영향。유차제출기업재복무호동과정중제승복무질량관리계시。
We made sure the dimension and the concept of Employee＇ OCB and service quality throughing the analysis of the relevant literature, and then constructed the relational model among Employee＇OCB, Service quality dimensions, and the various dimensions of service quality. Based on the example of Baoji city urban and rural retail service, we carried an empirical analysis and model validation. The results showed： employee＇ OCB has a significant positive impact on interaction quality alxd physical environment quality in the process of the interactions servicc, hut does not has appreciable impact on the quality of results, Internal factors of service quality, interaction quality and physical environment quality has a signlf icant positive impact on the quality of results; physical environment quality has has a marked positive impact on interaction quality. At the basis of the above-mentioned studies and put forward an enterprise to enhance the Service quality management.