Organizational citizenship behavior as a critical link between HRM practices and service quality
提出组织公民行为是连接企业人力资源管理实践与客户服务质量的关键环节，认为人力资源理念、选拔社会化、评估奖励及规则描述会影响员工公民行为，进而提升服务质量。
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.