過去文獻對組織文化有助於提升服務導向組織公民行為的研究已有許多發現，但對於以強調組織服務導向為主之服務文化，與服務導向組織公民行為之間的互動關係，則較少關注，過去的研究中所使用的量表亦無法有效直接衡量服務業公司的服務文化。本研究為補足上述研究缺口，採用Beitelspacher et al.(2011)之服務文化的定義與概念，以評估企業的服務文化與服務導向組織公民行為之間的關聯性，並以組織信任與組織認同為中介變數。
研究對象為台灣服務業公司之第一線員工，總共發出500份問卷，有效問卷為349份，有效回收率為69.8%。透過公司之服務文化，與員工對組織之信任、對組織之認同和服務導向組織公民行為之關聯性進行實証分析，得知以下結論：
一、 服務業公司之服務文化對服務導向組織公民行為有正向顯著影響。
二、 組織信任對於服務文化與服務導向組織公民行為之間的關係具有中介效果。
三、 組織認同對於服務文化與服務導向組織公民行為之間的關係具有中介效果。
為有效管理台灣服務業之服務品質，進而提升競爭優勢，本研究提出兩項實務建議：(一)服務業公司應有效發展組織服務文化策略；(二)組織應正視第一線員工與公司之間的關係品質，以有效激發員工自主性公民行為的產生。

Previous researches had some findings that the service culture helped organizations improve the service-oriented organizational citizenship behavior, but lacked of attentions to the interactions between the organization's service-oriented service culture and service-oriented organizational citizenship behavior. Those research scales also were incapable to measure the companies’ service culture efficiently.
For bridging these research gaps, this study employes the concept of services culture defined by Beitelspacher et al. (2011) to investigate the relationship among services culture and service-oriented organizational citizenship behavior.
A survey was carried out among 500 service company’s employees in Taiwan, 349 valid questionnaires were returned, that is a return rate of 69.8%. According to the findings, organizational service culture has a significant positive impact on service-oriented organizational citizenship behavior of the frontline employees; organizational trust as well as organizational identification mediates the relationship between the service culture and service-oriented organizational citizenship behavior.
As to facilitate the management of service quality service companies in Taiwan and enhance the competitive advantages, we propose two practical suggestions based on these findings: (a) develop the effective strategy of culture service; (b) face squarely relationship quality between frontline employees and the company.

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