Organizational citizenship behavior as a critical link between HRM practices and service quality
探讨组织公民行为如何连接企业的人力资源管理实践与客户服务品质，指出招聘、培训、评估和奖励等做法会影响员工的组织公民行为，进而提升整体服务品质。
This paper discusses how organizational citizenship behavior (OCB) provides a critical link between a firm's human resource management practices and its level of customer service. It is argued that a firm's overall human resources philosophy, approach to selection and socialization, evaluation and reward practices, and use of rules and job descriptions will affect the amount of citizenship behavior that employees display. In the aggregate, OCB will have a positive impact on a firm's level of service quality. © 1996 by John Wiley & Sons, Inc.