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Journal of Applied Sciences
  Year: 2016 | Volume: 16 | Issue: 1 | Page No.: 18-24
DOI: 10.3923/jas.2016.18.24
 
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Service-Oriented Organizational Citizenship Behavior, Perceived Service Quality and Customer Satisfaction in Hospitality Industry
Po-Hsuan Wu and Jui-Fan Liao

Abstract:
This study aims to identify the factors that contribute to service-oriented organizational citizenship behavior, perceived service quality and customer satisfaction in hospitality industry. The author proposes a model to examine the relationships among service-oriented organizational citizenship behavior, perceived service quality and customer satisfaction. From the results, the major findings of this study are as the following; Firstly, service-oriented organizational citizenship behavior and perceived service quality, relate positively to customer satisfaction. Secondly, service-oriented organizational citizenship behavior has a positive effect on perceived service quality. Thus, the findings provide managers in hospitality industry with valuable insights that firms can increase their competitive advantage through enhancing customers’ perceived service quality and satisfaction.
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How to cite this article:

Po-Hsuan Wu and Jui-Fan Liao, 2016. Service-Oriented Organizational Citizenship Behavior, Perceived Service Quality and Customer Satisfaction in Hospitality Industry. Journal of Applied Sciences, 16: 18-24.

DOI: 10.3923/jas.2016.18.24

URL: https://scialert.net/abstract/?doi=jas.2016.18.24

 
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