A Study on Relations between Organizational Citizenship Behavior and Service Quality in Food Service Industry

외식기업 종사원의 조직 시민 행동과 서비스 품질 관계 연구

This study examined the effects of organizational citizenship behavior (OCB) upon perception of service quality as well as evaluation of customers. 300 copies of questionnaires were distributed to the employees as well as the customers respectively, and 276 copies and 282 copies were collected from each group. There remained 265 copies each to investigate after excluding each 11 and 17 copies of noneffective questionnaires. As a result, the effects of organizational citizenship behavior upon service quality such as altruistic behavior, citizens' consciousness and sportsmanship, etc had significant influence upon the customers' perception of service quality.