CAN GOOD CITIZENS LEAD THE WAY IN PROVIDING QUALITY SERVICE? A FIELD QUASI EXPERIMENT.
在一家跨国银行的现场准实验中，将优秀组织公民培训为服务质量领导者后，客户满意度和员工对质量方案的遵守程度最高，而随机选择培训者的效果次之。
In a field quasi experiment, customers were most satisfied with the service quality of the branch of a multinational bank where good organizational citizens had been trained as service quality leaders, and branch employees exhibited the highest conformance to the quality scheme of the bank. In a branch where service quality leaders were randomly selected for training, customer satisfaction and conformance improved more than they did in a branch where no service quality leaders were trained.