Organisational citizenship behaviours and effectiveness: an empirical study in two small insurance companies

被引：33

作者：

Rego, Armenio ^{[1
]}

Cunha, Miguel Pina E. ^{[2
]}

机构：

[1] Univ Aveiro, Dept Econ Gestao & Engenharia Ind, P-3800 Aveiro, Portugal

[2] Univ Nova Lisboa, Fac Econ, P-1200 Lisbon, Portugal

来源：

SERVICE INDUSTRIES JOURNAL | 2008年 / 28卷 / 04期

关键词：

organisational citizenship behaviours; organisational effectiveness; insurance organisations; service quality;

D O I：

10.1080/02642060801917695

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

The study relates six dimensions of organisational citizenship behaviours (OCB) at the branch level with several indicators of the effectiveness of 38 branches of two insurance companies. Results suggest that the branches where employees display more OCB are the most effective. These findings are discussed in the context of a scarcity of empirical studies on the topic, despite researchers' assumption that OCB enhances team and organisational effectiveness.

引用

页码：541 / 554

页数：14

共 38 条

[11] Leader-member exchange and citizenship behaviors: A meta-analysis [J].

Ilies, Remus ;

Nahrgang, Jennifer D. ;

Morgeson, Frederick P. .

JOURNAL OF APPLIED PSYCHOLOGY, 2007, 92 (01) :269-277

[12]

Karambayya R, 1990, CONTEXTS ORG CITIZEN

[13] THE MOTIVATIONAL BASIS OF ORGANIZATIONAL-BEHAVIOR [J].

KATZ, D .

BEHAVIORAL SCIENCE, 1964, 9 (02) :131-146

[14] The effects of employee satisfaction, organizational citizenship behavior, and turnover on organizational effectiveness: A unit-level, longitudinal study [J].

Koys, DJ .

PERSONNEL PSYCHOLOGY, 2001, 54 (01) :101-114

[15] Organizational citizenship behavior: Comparing perspectives of supervisors and subordinates across four international samples [J].

Lam, SSK ;

Hui, C ;

Law, KS .

JOURNAL OF APPLIED PSYCHOLOGY, 1999, 84 (04) :594-601

[16] The nature and dimensionality of organizational citizenship behavior: A critical review and meta-analysis [J].

LePine, JA ;

Erez, A ;

Johnson, DE .

JOURNAL OF APPLIED PSYCHOLOGY, 2002, 87 (01) :52-65

[17]

MORRISON EW, 1994, ACAD MANAGE J, V37, P1543, DOI 10.5465/256798

[18]

Morrison EW, 1996, HUM RESOURCE MANAGE, V35, P493, DOI 10.1002/(SICI)1099-050X(199624)35:4<493::AID-HRM4>3.3.CO

[19]

2-N

[20]

Organ D. W., 2006, ORG CITIZENSHIP BEHA

← 1 2 3 4 →