Authors

Department of Govermental Management, Faculty of Humanities, Islamic Azad University, Sirjan Branch, Islamic Azad University, Sirjan, Iran

Abstract

Organizational behavior is a variable that predicts many organizational variables. One of these variables that have an important role in many organizations today is organizational citizenship behavior. So the present study was conducted to evaluate the effect of organizational citizenship behavior (OCB) on performance customer Personality. In this study, data were collected to assess relationship between organizational citizenship behavior (OCB) with customer satisfaction, behavioral intentions, Loyalty intentions and customer perceptions of service quality. The Pearson correlation coefficients, structural equation modeling and Friedman ANOVA were used for data analysis.The results showed that the mean comparison between organizational citizenship behavior and performance customer Personality were statisticaly significant (p ≤ 0.05). The results of the present study suggest that the organizational citizenship behavior had a positive effects on performance customer Personality.

Keywords

Allen, T.D., & Rush, M.C (1998). The effects of organizational citizenship behavior on  performance  judgments:  A  field  study and a laboratory experiment. Journal of Applied Psychology, 83, 247-260.

Borman, W. C., & Motowidlo, S.J (1993). Expanding the criterion domain to include elements of contextual performance. In N. Schmitt, W.C. Borman, & Associates (Eds.), Personnel selection in organizations: 71-98. San Francisco, CA: Jossey-Bass.

Brief, A. P., & Motowidlo, S.J (1986). Prosocial organizational behaviors. Academy of Management Review, 11:710-725.

Chen,  X., Hui,  C.,  &  Sego,  D J  (1998). The role  of organizational citizenship behavior in turnover: Conceptualization and preliminary tests of key hypotheses. Journal of Applied Psychology, 83, 922-931.

Deckop, J.R., Mangel, R., & Cirka, C.C (1999). Getting more than you pay for: Organizational citizenship behavior and pay-for-performance plans. Academy of Management Journal, 42, 420-428.

George,  J.  M., &  Brief,  A.P  (1992).  Feeling  good-doing  good:  A  conceptual  analysis  of  the  mood  at work-organizational spontaneity relationship. Psychological Bulletin, 112: 310-329.

George, J. M., & Jones, G.R (1997). Organizational spontaneity in context. Human Performance, 10: 153-170.

Graham, J.W (1991). An essay on organizational citizenship behavior. Employee Responsibilities and Rights Journal, 4: 249-270.

Heskett, J.L (1987). Lessons in the service sector. Harvard Business Review, March-April, 3-23.

Howard, A (1995). The changing nature of work. San Francisco: Jossey-Bass.

Hui, C., Law, K. S., & Chen, Z.X (1999). A structural equation model of the effects of negative affectivity, leader–member exchange, and perceived job mobility on in-role and extra-role performance: A Chinese case. Organizational  Behavior  and  Human  Decision  Processes,  77, 3-21.

Ilgen, D. R., & Pulakos, E.D (1999). The changing nature of performance:  Implications for staffing, motivation, and development. San Francisco: Jossey-Bass.

J. L., W.E. Sasser, & Hart C.L (1990). Service Breakthroughs. New York: The Free Heskett,Press.

Konovsky, M.A., & Organ, D.W (1996). Dispositional and contextual determinants of organizational citizenship behavior. Journal of Organizational Behavior, 17, 253-266.

Law, K.S., Wong, C.S., & Mobley, W.H (1998). Toward a taxonomy of multidimensional constructs. Academy of Management Review, 23, 741-755.

Marshall, J (2001). Employee Retention Linked to Better Customer Service. Financial Executive, 17(2), 11-12.

Motowidlo, S.J., & Schmit, M.J (1999).  Performance  assessment  in unique jobs. In D. R. Ilgen & E. D. Pulakos (Eds.), The changing nature of performance: Implications for staffing, motivation, and development (pp. 56-87). San Francisco: Jossey-Bass.

Motowidlo, S.J (2000). Some basic issues related to contextual performance and organizational citizenship behavior in human resource management. Human Resource Management Review, 10, 115-126. 

Netemeyer, R.G., Boles, J.S., McKee, D.O., & McMurrian, R (1997). An investigation into the antecedents of organizational citizenship behaviors in a personal selling context. Journal of Marketing, 61, 85-98.

Organ, D.W (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington, MA: Lexington Books.

Organ, D.W (1997). Organizational citizenship behavior: It’s construct clean-up time. Human Performance, 10, 85-97.

Organ, D.W (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington, MA: Lexington Books.

Organ, D.W., & Ryan, K. (1995). A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel Psychology, 48, 776-801.

Parasuraman, P., V.A. Zeithaml & Berry L.L  (1991). Understanding customer  expectations of service.  Sloan Management Review, Spring, 39-48.

Podsakoff,  P. M.,  MacKenzie,  S.  B., Paine, J.  B., & Bachrach, D.G (2000). Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26, 513-563.

Podsakoff, P. M., MacKenzie, S. B., & Bommer, W.H (1996a). Meta analysis of the relationships between Kerr and Jermier’s substitutes for leadership and  employee  job  attitudes,  role  perceptions,  and  performance. Journal of Applied Psychology, 81, 380-399.

Podsakoff, P.M., MacKenzie, S.B., Moorman, R.H., & Fetter, R (1990). Transformational leader behaviors and their effects on followers’ trust in leader, satisfaction, and organizational citizenship behaviors. Leadership Quarterly, 1, 107-142.

Podsakoff, P. M., Niehoff, B. P., MacKenzie, S. B., & Williams, M.L (1993). Do substitutes for leadership really substitute for leadership? An empirical  examination  of  Kerr  and  Jermier’s  situational  leadership model. Organizational Behavior and Human Decision Processes, 54, 1-44.

Schneider, B. & Bowen D (1985a). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70(3), 423-433.

Smith, C. A., Organ, D. W., & Near, J.P (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68, 653-663.

Van Dyne, L.,& LePine, J.A (1998). Helping and voice extra-role behavior:  Evidence of construct  and  predictive  validity. Academy of Management Journal, 41,108-119.