The Impact Mechanism of Service Employees´ Job Satisfaction on Service Quality: The Role of OCB and Turnover Intention

We use a sample of 454 service employees to discuss the relationship between service employee´ job satisfaction and service quality, and the role of organization citizenship behavior and turnover intention. The results showed that: Service employees´ job satisfaction has a significant positive effect on organizational citizenship behavior, and service quality (soft quality and hard quality). In the meanwhile, it has a highly negative impact on turnover intention. Organizational citizenship behavior plays a partly mediating role between job satisfaction and soft quality of service employee. Organizational citizenship behavior and turnover intention are not mediating between service employee´s job satisfaction and hard quality of service employee. These conclusions have important theoretical and practical significance for services enterprises to improve human resource management and earn a competitive advantage.