中文摘要：

目前,组织公民行为得到越来越多的关注,但其结构尚未达成共识,组织公民行为与服务质量、关系质量之间的关系尚不明确。在探讨三者构成纬度的基础上,构建了组织公民行为与服务质量和关系质量的影响模型。通过对零售企业140份服务人员问卷和420份顾客问卷调查以及实证分析,得出了以下的结论：①组织公民行为对顾客与员工的交互质量有正向影响;②交互质量对结果质量间有显著的正向影响;③组织公民行为对顾客满意感和顾客的信任感有正向影响。

英文摘要：

Organizational citizenship behavior（OCB） is increasingly attracting the attention of researchers,but its structure is not commonly understood,and relationship between organizational citizenship behaviors and service quality and relationship quality is not definite.This paper discusses the dimensions of OCB,service quality and relationship quality and builds the influence model.Drawing on an empirical base of 140 service staff questionnaires and 420 customer questionnaires from retail business,the author conclude that：（1）OCB has a significant positive impact on interactive quality of customer and staff;（2）Interaction quality has a significant positive effect on effect quality;（3） OCB has a significant positive impact on customer satisfaction and customer trust.