The Behavior of Excellent Service Operation Employees in Telecommunication Business in Northeast Region of Thailand
Keywords:
Job Demands, Job Resources, Organizational justice, Work Engagement, Organizational Citizenship BehaviorAbstract
The purposes of this research were to (1) develop and verify model of Organizational Citizenship Behavior in the customer service section of telecommunication business in northeast region, Thailand; (2) analyze the causal effects of Job Demands, Job Resources, Organizational Justice and Work Engagement that affect the well Organizational Citizenship Behavior. 468 employees’ data in the customer service sections were collected for this quantitative research. Multi-stage sampling technique and Structure Equation Modeling (SEM) were used. The research results were found as following; 1) The confirmatory model was found to be decently harmonious according to empirical data with CMIN/DF = 2.638, GFI = 0.954, AGFI = 0.900, CFI = 0.981, RMR = 0.017 and RMSEA = 0.059. 2) Work Engagement was in influenced by Organizational Justice and Job Demands with β = 0.612 and β =0.286, respectively. Organizational Citizenship Behavior was influenced by Job Demands with β = 0.652. Organization Behavior were indirectly affected by Job Demands, Job Resources and Organizational Justice through Work Engagement with β = 0.012, β = 0.002 and β = -0.026 respectively. The research result can be applied to management & operation in telecommunication business to enhance empeople satisfaction and reduce turnover rate.
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