IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v28y2008i4p541-554.html
   My bibliography  Save this article

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

Author

Listed:
  • Arménio Rego
  • Miguel Pina E. Cunha

Abstract

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.

Suggested Citation

  • Arménio Rego & Miguel Pina E. Cunha, 2008. "Organisational citizenship behaviours and effectiveness: an empirical study in two small insurance companies," The Service Industries Journal, Taylor & Francis Journals, vol. 28(4), pages 541-554, May.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:4:p:541-554
    DOI: 10.1080/02642060801917695
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642060801917695
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642060801917695?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Ackfeldt, Anna-Lena & Coote, Leonard V., 2005. "A study of organizational citizenship behaviors in a retail setting," Journal of Business Research, Elsevier, vol. 58(2), pages 151-159, February.
    2. Aaron Cohen & Anat Avrahami, 2006. "The Relationship between Individualism, Collectivism, the Perception of Justice, Demographic Characteristics and Organisational Citizenship Behaviour," The Service Industries Journal, Taylor & Francis Journals, vol. 26(8), pages 889-901, December.
    3. Anna-Lena Ackfeldt & Veronica Wong, 2006. "The Antecedents of Prosocial Service Behaviours: An Empirical Investigation," The Service Industries Journal, Taylor & Francis Journals, vol. 26(7), pages 727-745, October.
    4. Jiing-Lih Farh & Chen-Bo Zhong & Dennis W. Organ, 2004. "Organizational Citizenship Behavior in the People's Republic of China," Organization Science, INFORMS, vol. 15(2), pages 241-253, April.
    5. Yoon, Mahn Hee & Suh, Jaebeom, 2003. "Organizational citizenship behaviors and service quality as external effectiveness of contact employees," Journal of Business Research, Elsevier, vol. 56(8), pages 597-611, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Guilherme C. Wiedenhöft & Edimara M. Luciano & Gabriela V. Pereira, 2020. "Information Technology Governance Institutionalization and the Behavior of Individuals in the Context of Public Organizations," Information Systems Frontiers, Springer, vol. 22(6), pages 1487-1504, December.
    2. María Dolores Álvarez‐Pérez & Adolfo Carballo‐Penela & Pilar Rivera‐Torres, 2020. "Work‐life balance and corporate social responsibility: The evaluation of gender differences on the relationship between family‐friendly psychological climate and altruistic behaviors at work," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(6), pages 2777-2792, November.
    3. Dorota Grego-Planer, 2019. "The Relationship between Organizational Commitment and Organizational Citizenship Behaviors in the Public and Private Sectors," Sustainability, MDPI, vol. 11(22), pages 1-20, November.
    4. Arménio Rego & Neuza Ribeiro & Miguel Cunha, 2010. "Perceptions of Organizational Virtuousness and Happiness as Predictors of Organizational Citizenship Behaviors," Journal of Business Ethics, Springer, vol. 93(2), pages 215-235, May.
    5. Lee, Peter K.C. & To, W.M. & Yu, Billy T.W., 2013. "Team attributes and performance of operational service teams: An empirical taxonomy development," International Journal of Production Economics, Elsevier, vol. 142(1), pages 51-60.
    6. Rushana Khusanova & Suk Bong Choi & Seung-Wan Kang, 2019. "Sustainable Workplace: The Moderating Role of Office Design on the Relationship between Psychological Empowerment and Organizational Citizenship Behaviour in Uzbekistan," Sustainability, MDPI, vol. 11(24), pages 1-20, December.
    7. Toru Yoshikawa & Helen Wei Hu, 2017. "Organizational Citizenship Behaviors of Directors: An Integrated Framework of Director Role-Identity and Boardroom Structure," Journal of Business Ethics, Springer, vol. 143(1), pages 99-109, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jajja, Muhammad Shakeel Sadiq & Asif, Muhammad & Montabon, Frank & Chatha, Kamran Ali, 2020. "The indirect effect of social responsibility standards on organizational performance in apparel supply chains: A developing country perspective," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 139(C).
    2. Gross, Hellen P. & Ingerfurth, Stefan & Willems, Jurgen, 2021. "Employees as reputation advocates: Dimensions of employee job satisfaction explaining employees’ recommendation intention," Journal of Business Research, Elsevier, vol. 134(C), pages 405-413.
    3. Helm, Sabrina, 2011. "Employees' awareness of their impact on corporate reputation," Journal of Business Research, Elsevier, vol. 64(7), pages 657-663, July.
    4. Mehrdad Estiri & Nader Seyyed Amiri & Datis Khajeheian & Hamzeh Rayej, 2018. "Leader-member exchange and organizational citizenship behavior in hospitality industry: a study on effect of gender," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 8(3), pages 267-284, September.
    5. Dabholkar, Pratibha A. & Abston, Kristie A., 2008. "The role of customer contact employees as external customers: A conceptual framework for marketing strategy and future research," Journal of Business Research, Elsevier, vol. 61(9), pages 959-967, September.
    6. Schaarschmidt, Mario & Könsgen, Raoul, 2020. "Good citizen, good ambassador? Linking employees' reputation perceptions with supportive behavior on Twitter," Journal of Business Research, Elsevier, vol. 117(C), pages 754-763.
    7. An-Chih Wang & Jack Ting-Ju Chiang & Wan-Ju Chou & Bor-Shiuan Cheng, 2017. "One definition, different manifestations: Investigating ethical leadership in the Chinese context," Asia Pacific Journal of Management, Springer, vol. 34(3), pages 505-535, September.
    8. Xiaowei Yang & Shumin Yan & Jiang He & Junjie Dong, 2022. "Review and Prospects of Enterprise Human Resource Management Effectiveness: Bibliometric Analysis Based on Chinese-Language and English-Language Journals," Sustainability, MDPI, vol. 14(23), pages 1-16, December.
    9. Thuy-Van Tran & Sinikka Lepistö & Janne Järvinen, 2021. "The relationship between subjectivity in managerial performance evaluation and the three dimensions of justice perception," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 32(3), pages 369-399, September.
    10. Jacobs, Mark A. & Yu, Wantao & Chavez, Roberto, 2016. "The effect of internal communication and employee satisfaction on supply chain integration," International Journal of Production Economics, Elsevier, vol. 171(P1), pages 60-70.
    11. Lau, Patricia Yin Yin & Tong, Jane L.Y. Terpstra & Lien, Bella Ya-Hui & Hsu, Yen-Chen & Chong, Chooi Ling, 2017. "Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 20-26.
    12. Jie Yang & Jieqiong Ma & Hongxin Zhao & Jim Cater & Mark Arnold, 2019. "Family involvement, environmental turbulence, and R&D investment: evidence from Listed Chinese SMEs," Small Business Economics, Springer, vol. 53(4), pages 1017-1032, December.
    13. Meng-Shan Tsai & Meng-Shan Tsai, 2017. "The In uence of Loyalty, Participation and Obedience on OrganizationalCitizenship Behavior," International Journal of Business and Economic Affairs (IJBEA), Sana N. Maswadeh, vol. 2(1), pages 67-76.
    14. Weng Marc Lim & Nishtha Malik & Sahil Gupta & Himanshu Rai, 2024. "Harnessing brand authenticity to promote prosocial service behavior," Journal of Brand Management, Palgrave Macmillan, vol. 31(4), pages 449-468, July.
    15. Hyo-Sun Jung & Yu-Hyun Hwang & Hye-Hyun Yoon, 2023. "Impact of Hotel Employees’ Psychological Well-Being on Job Satisfaction and Pro-Social Service Behavior: Moderating Effect of Work–Life Balance," Sustainability, MDPI, vol. 15(15), pages 1-16, July.
    16. Yang Chen & Yanxia Wang & Fang Lee Cooke & Lin Lin & Pascal Paillé & Olivier Boiral, 2023. "Is abusive supervision harmful to organizational environmental performance? Evidence from China," Asian Business & Management, Palgrave Macmillan, vol. 22(2), pages 689-712, April.
    17. Santhosh V.A., 2015. "A Study on the Impact of Workplace Commuting on Citizenship Behaviour of Employees Working with Public and Private Sector Organizations," Vision, , vol. 19(1), pages 13-24, March.
    18. Vatankhah, Sanaz & Darvishi, Maryam, 2018. "An empirical investigation of antecedent and consequences of internal brand equity: Evidence from the airline industry," Journal of Air Transport Management, Elsevier, vol. 69(C), pages 49-58.
    19. Xia, Dongqin & Li, Yazhou & He, Yanling & Zhang, Tingting & Wang, Yongliang & Gu, Jibao, 2019. "Exploring the role of cultural individualism and collectivism on public acceptance of nuclear energy," Energy Policy, Elsevier, vol. 132(C), pages 208-215.
    20. Svitlana Rodchenko & Tetiana Bielska & Tetiana Brus & Yuriy Naplyokov & Olena Trevoho, 2021. "Human Capital Management In The System Of Public Administration In The Context of COVID-19 Pandemic," Postmodern Openings, Editura Lumen, Department of Economics, vol. 12(1Sup1), pages 346-355, April.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:28:y:2008:i:4:p:541-554. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.