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The Structural Relationship among Emotional Intelligence, Empowerment, Organizational Citizenship Behavior and Service Quality: Focusing on specialized hospital services

융합경영연구 / The Journal of Economics, Marketing and Management, (E)2288-7709
2020, v.8 no.4, pp.27-35
https://doi.org/https://doi.org/10.20482/jemm.2020.8.4.27
SHIM, Kyu-Yeol (Healthcare Business Administration, Gumi University)
OH, Sang-Hyun (Healthcare Business Administration, Gumi University)
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Abstract

Purpose - This study is aiming to understand the critical role of employees' organizational citizenship behavior in evaluation of employee service quality. This paper examined what emotional intelligence and empowerment affect to their organizational citizenship behavior and service quality. Research design - Data were collected by questionnaires through specialized hospital services. Survey was conducted on patients who have been treated at a spine specialized hospital. Results - Emotional intelligence and empowerment have direct effects on organizational citizenship. Service quality is a function of organizational citizenship. The results showed that emotional and motivated capabilities of individuals influenced organizational citizenship behavior. Managerially, this study contributes to the understanding of the role of organizational citizenship behavior in service sector. Conclusions - The relationship between service quality and organizational citizenship behavior and also examined the effect of combination of creative and voluntary behavioral attributes such as emotional intelligence and psychological empowerment have on voluntary organizational citizenship behavior. The results showed that in order to induce organizational citizenship behavior, emotional intelligence should be facilitated and empowerment enlarged.

keywords
Emotional intelligence, Empowerment, Oganizational citizenship behavior, Service quality

융합경영연구