| dc.description.abstract | In Taiwan, service industry is extremely competitive, especially the number of stores up to 9,200 convenience stores. Compared with the past simple retail services, converience stores now need to create more service value, in addition to vast goods, multiple service, the greater attention is customer service quality. Therefore, the companies continuouslly emphasize the importance of service when they have training, business activities and management behavior, to create the service climate and improve the quality of service. The customers of convenience stores are very diversity, if the service just rely on standard operating handbook, may be unable to deal with unexpected problems of customers. It needs to inspire employees by organizational citizenship behavior, so that they are willing to be organizational issues as matters relating to individuals, enabling anytime showing the good behavior for the organization.
The object of this study is one of the convenience stores company in Taiwan. There are 143 valid samples in the survey of store level, and 549 valid samples in the survey of employee level. This study aims to investigagte the relationship between service climate in the convenience store and organizational citizenship behavior. The results of this study are shown as follws：
1.The service climate in the convenience store has a positive and effect on “Identification with the company”, “Altruism” and “Conscientiousness”.
2.The service climate in the convenience store can not predict “Interpersonal Harmony” and “Protecting Company Resources”.
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