An Empirical Study Of Relationship Between Service Industry Employees’ Psychological Empowerment And Organizational Citizenship Behavior

Organizational citizenship behavior (OCB) was put forward to get the wide attentionfrom researchers, especially in today of market economy and knowledge economy, thebehavior and service consciousness have become a common concern of enterprisemanagers, and the action mechanism and influence factors of OCB have become hotissues in the field of human resource management. With our country economic structureadjustment, the proportion of service industry in the national economy system is graduallyincreasing, and it is playing an more important role. Especially with people increasinglydiversified needs, how to promote employees’ organizational citizenship behavior andprovide quality of service becomes service managers urgently need to solve. Therefore,more and more managers use empowerment to increase employees’ permissions and letemployees in the process of providing service for the customer have moreself-determination. While managers and scholars feel confused why the staff’s workenthusiasm and satisfaction are not improved. Based on these, some scholars began to payattention the the grantee, and study psychological empowerment.On the basis of existing researches and the characteristics of services, this paperattempts to explore the mechanism function of psychological empowerment andorganizational citizenship behavior and moderating effect of job feedback on them. Thispaper collects244samples, and uses SPSS19.0statistics software to item analysis,exploratory factor analysis, validity analysis, reliability analysis, difference analysis,correlation analysis and regression analysis. The study shows:(I)Service industryemployees’ age, job position, years of working and marital status have significant impacton psychological empowerment, OCB and job feedback;(II)Service industry employees’psychological empowerment has a positive influence on organizational citizenshipbehavior and self-efficacy, self-determination and impact have positive correlation onOCB;(III)Service industry employees’ job feedback has a positive influence onpsychological empowerment, and self-efficacy and impact have positive correlation onpsychological empowerment;(IV)Service industry employees’ job feedback has apositive influence on OCB;(V)Service industry employees’ job feedback has amoderating effect between psychological empowerment and OCB, and job feedback has a positive moderating effect on self-efficacy and impact.