組織公民行為在近年來備受企業所重視。對於航空業而言，空服員若具備組織公民行為，不但能促進組織運作效能，更能為組織增加競爭利器，實為不可忽視重要課題。本研究旨在探討航空公司之內部服務品質、心理契約與組織公民行為三者之間因果關係，根據文獻探討、業者與空服員訪談後提出假設，其次建立研究架構，透過問卷調查的方式，以台灣境內三家航空公司空服員為研究對象之420份樣本，使用線性結構關係模式(LISREL)驗證分析，其研究結果顯示：
一、空服員對內部服務品質認知與組織公民行為有正向關係。
二、空服員對內部服務品質認知與心理契約具有正向關係。
三、心理契約對組織公民行為亦有正向的影響效果。
四、空服員對於內部服務品質認知，透過心理契約之中介效果，則愈會有組織公民行為之
展現 。
本研究發現，在航空業中空服員之心理契約對於內部服務品質認知與組織公民行為之關係具有部份中介之效果，亦即透過員工對組織心理契約之履行，可增進員工於忠誠、服務傳遞、主動參與公民行為之具體展現。研究結果對於提供航空業者研擬人力資源管理策略具有一定之參考方向。
Organizational citizenship behavior is becoming important for enterprises in these years. For the aviation industry, if flight attendants have the organizational citizenship behavior, it not only could facilitate the operation effectiveness of the organization, but could also increase a good tool of competition for it, thus it is an important issue not to be ignored. The purpose of this research is to discuss the cause and effect relationship among the internal service quality, psychological contract and organizational citizenship behavior of the aviation company. The hypothesis is made according to literature discussion, and interview with airlines and flight attendants; next is to establish research framework, and 420 samples are obtained from flight attendants of three airlines in Taiwan. According to the verification analysis of LISREL, it shows:
1. There is positive relationship between the internal service quality and organizational citizenship behavior.
2. There is positive relationship between the internal service quality and psychological contract.
3. Psychological contract also has positive influence to organizational citizen behavior.
4. Through the medium effect of psychological contract, the cognition of internal service quality by them has more performance of organizational citizenship behavior.
It is discovered that the psychological contract of them has the medium effect toward the relationship between the cognition of internal service quality and organizational citizenship behavior, i.e., through the performance of psychological contract by employees to the organization, the specific presentation of their loyalty, service communication and active participation of citizen behavior could be increased. The result of this research could propose certain reference for the establishment of HR management strategy to the aviation companies.
