The employee-organization relationship, organizational citizenship behaviors, and superior service quality (original) (raw)
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Organizational citizenship behavior as a critical link between HRM practices and service quality
Human Resource Management, 1996
This paper discusses how organizational citizenship behavior (OCB) prozlides a critical link between a firm's human resource management practices and its level of customer seruice. It is argued that a firm's overall human resources philosophy, approach to selection and socialization, evaluation and reward practices, and use of rules and job descriptions will afecf the amount of citizenship behavior that employees display. In the aggregate, OCB will have a positizie impact on a firm's level of service quality. 0 1996 by John
Impact of Organizational Citizenship Behavior on Perceived Service Quality in Hotel Industry
2020
Though the prior studies have examined the service quality and organizational citizenship behavior in hotel industry, limited understanding exists on how the service quality could be enhanced by effective organizational citizenship behavior (OCB) of customer-contact employees of unclassified hotels. This study concerns about how OCB of customer-contact employees would impact the perceived quality of the customers. Accordingly, it is endeavored to empirically examine the impact OCB of customer contact employees on the service quality in hotel industry. A total of 70 unclassified hotels were selected randomly from the Southern Province, Sri Lanka. The sample consisted of 215 customer-contact employees and 375 customers of these hotels. Structured questionnaires were administered for data collection. Smart-PLS 3 package was used for running the analysis of SEM. The results indicate that the impact of service oriented organizational citizenship behavior on service quality is statistical...
International Journal of Market Research
Although an important avenue for customer value creation is the interaction between the service frontline employees and their customers, little attention has been paid to the consequences of frontline employees' organizational citizenship behaviour (OCB) for customer relationship outcomes. One possible reason for this is that there is no scale available to measure OCB from the customer's perspective. Two separate data sets were collected in order to develop and validate a scale to measure OCB from the customer's perspective. The results indicate that this scale can be useful for managerial activities and academic research.
Journal of Marketing, 2004
Implementation of the marketing concept in service firms is accomplished through individual service employees and their interactions with customers. Although prior research has established a link between service-worker customer orientation and performance outcomes, little research has addressed other potentially important outcomes of customer orientation. Drawing from the literature on person–situation interaction and fit theory, the authors develop and test a model that explains how service-worker customer orientation affects several important job responses, including perceived job fit, job satisfaction, commitment to the firm, and organizational citizenship behaviors. Across three field studies in two distinct services industries, the results indicate that the positive influence of customer orientation on certain job responses is stronger for service workers who spend more time in direct contact with customers than for workers who spend less time with customers. The authors discus...
Improving Service Quality by Using Organizational Citizenship Behavior: Iranian Evidence
Iranian Journal of Management Studies, 2011
Nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. The attempts of organizations in this situation are witnesses to this matter. In the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. One of the important features of service is the direct interaction with customers and having customer-oriented behaviors. Furthermore, with introducing the internal marketing and the important roles of it, an internal customer of organizations, on achievement of organizational plans, was noted to internal marketing more and more than before. So, the study researchers are going to argue about internal marketing and the effect of it on organizational citizenship behaviors and service quality and the important role of it on development and improvement of service quality by using organizational citizens...
A study of organizational citizenship behaviors in a retail setting
Journal of Business Research, 2005
This study investigates the potential antecedents of organizational citizenship behaviors (OCBs) in a retail setting. Much remains unknown about the factors affecting OCBs in retail settings. Several characteristics of retail jobs, as compared with other organizational behavior contexts, suggest the need to examine antecedents of OCBs. Job attitudes (job satisfaction and organizational commitment) are proposed as direct predictors of OCBs. Leadership support, professional development, and empowerment are posited as indirect predictors of OCBs and direct predictors of job attitudes. The possible moderating impacts of employee demographics and job types on the modeled relationships are also examined. The research hypotheses are tested using data collected from 211 frontline employees who work in a retail setting. The employees have customer-contact roles in the upscale food and grocery retailer that participated in the study. The pattern of results is more complex than hypothesized. Job attitudes are related to OCBs but the mediating role of job attitudes is not supported. The relationships between leadership support, professional development, and empowerment, and OCBs and job attitudes differ systematically. Evidence of how employee demographics can alter the modeled relationships is also presented. The findings have significant implications for the theory and practice of managing frontline employees. Limitations of the study are discussed and a program of further research is sketched. D
2016
This study shows that the organizational support and altruism play vital role in increasing the organizational citizenship behavior. In the service industry, service climate play moderator role where the individuals of the organization feel the high intensity of obligation to perform their duties. Employees contact directly with their customers and it is necessary for employees to perform the supportive and helping behavior to achieve the effectiveness of organization while delivering services. Results of this study are based on the conceptual theory. It indicates that the organizational support and altruism have positive impact on the citizenship behavior. In other words perceived organizational support and altruism increases the OCB in the moderating effect of service climate. This study also indicates that the intensity of the OCB depends on the service climate if it will be weak the OCB will be low and if it is high the OCB will be high. Its importance has increased in the servi...
Journal of Management Research, 2013
This empirical study aims to investigate the effect of management commitment to service quality (MCSQ), intrinsic motivation, polychronicity, nepotism, and job satisfaction on hotel frontline employees'(FLEs) organizational citizenship behaviors (OCBs) in hotel setting in North Cyprus. PLS method was used to analyze the hypothesized relationships. This paper presented an integrative model to test the aforementioned effects and relationships. With the exception of the relationship between polychronicity and job satisfaction, all hypothesized relationships were supported. Significantly, while education was found to be negatively related to FLEs' job satisfaction, on the other hand it was found to be positively related to their OCBs. Also, tenure was found to be positively related with job satisfaction. As a first in the service management literature, this paper provides implications for managers in terms of minimizing the negative effects of nepotism on FLEs' citizenship behaviors. The current
Impact of Job Satisfaction on Organizational Citizenship Behavior
SSRN Electronic Journal, 2019
Various studies have been conducted to study the relationship between job involvement and organizational citizenship behavior but a very little work have been done to study the impact of both job involvement and organizational commitment on "organizational citizenship behavior". Thus the purpose of the study is to find out the relationship between job involvement, organizational commitment and organizational citizenship behavior and also to study if there is any impact of job involvement and organizational commitment on Organizational citizenship behavior among service and manufacturing sector employees. The study has been done on 150 employees of both service and manufacturing sector with the help of questionnaire, where job involvement and organizational commitment were taken as independent variables and Organizational citizenship behavior as dependent variable. Multiple regression was applied with the help of SPSS. The result indicated that there is a significant impact of independent variables on dependent variables, that is, there is a significant impact of Job involvement and Organizational commitment on OCB.