Group-level organizational citizenship behavior: Effects of demographic faultlines and conflict in small work groups

2009 ◽  
pp. n/a-n/a ◽  
Author(s):  
Jin Nam Choi ◽  
Thomas Sy
Keyword(s):  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Work Groups ◽  
Citizenship Behavior ◽  
Group Level ◽  
Small Work

Cohesiveness and Organizational Citizenship Behavior: A Multilevel Analysis Using Work Groups and Individuals

1997 ◽  
Vol 23 (6) ◽  
pp. 775-793 ◽  
Author(s):  
Roland E. Kidwell ◽  
Kevin W. Mossholder ◽  
Nathan Bennett
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Organizational Citizenship ◽  
Hierarchical Linear Modeling ◽  
Organizational Citizenship Behavior ◽  
Service Sector ◽  
Work Groups ◽  
Citizenship Behavior ◽  
Group Level ◽  
Employee Job Satisfaction

Using a theory-based multilevel framework, we examined the potential relationships of two organizational citizenship behavior (OCB) dimensions with individual- and group-level measures. The individual-level measures used were employee job satisfaction and organizational commitment; the group-level measure used was work group cohesiveness. The sample for the study was drawn from eight service sector organizations. Hierarchical linear modeling (HLM) analyses revealed that employees in more cohesive work groups displayed greater amounts of courtesy than would have been predicted based only on their job satisfaction or organizational commitment. Further, the relationship between employee job satisfaction and the amount of courtesy displayed was stronger in the more cohesive groups. Such results were not obtained when conscientiousness was the focal OCB. Implications of our results, as well as use of HLM in multilevel investigations, are discussed.!

Servant Leadership and Customer Service Quality at Korean Hotels: Multilevel Organizational Citizenship Behavior as a Mediator

2015 ◽  
Vol 43 (8) ◽  
pp. 1287-1298 ◽  
Author(s):  
Won Jun Kwak ◽  
Hwa-Kyung Kim
Keyword(s):  
Service Quality ◽  
Servant Leadership ◽  
Customer Service ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Citizenship Behavior ◽  
Group Level ◽  
Customer Contact ◽  
Individual Level ◽  
Survey Form

We proposed that employees' individual- and group-level organizational citizenship behavior (OCB) would transmit the effect of servant leadership onto customer perception of service quality in the hotel context. Participants were 198 supervisors, lower-level customer-contact employees, and customers at South Korean hotels. Survey packets, comprising separate survey forms for each of the 3 groups of respondents, were distributed to the supervisors, who completed their own survey forms and provided the other versions of the survey form to the employees and customers. The results of the analysis of the matched responses supported the study hypotheses. We found that supervisors' servant leadership was positively related to customers' perception of level of service quality and that this positive relationship was mediated by both the hotel employees' individual-level and group-level OCB. The findings suggest that, to improve customer service quality at hotels, supervisors need to facilitate the active performance by their staff of OCB both individually and as a group.

Servant leadership and organizational citizenship behavior

2020 ◽  
Vol 32 (6) ◽  
pp. 2035-2053
Author(s):  
Dioni Elche ◽  
Pablo Ruiz-Palomino ◽  
Jorge Linuesa-Langreo
Keyword(s):  
Servant Leadership ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Citizenship Behavior ◽  
Service Climate ◽  
Group Level ◽  
Content Type ◽  
Individual Level ◽  
Mediating Role ◽  
The Relationship

Purpose This paper aims to process underlying the relationship between supervisor servant leadership and employee organizational citizenship behavior (OCB) in hotels. Specifically, it analyzes the mediating role of empathy – individual level – and service climate – group level – in the relationship between supervisor servant leadership and employee OCB. Design/methodology/approach The empirical analysis uses original data on hotels located in historic cities in Spain. A survey provided a sample of 343 work-group-level (supervisors) and 835 individual-level (employee) from a sample of 171 hotels. Findings The most interesting finding is the indirect effect of supervisor servant leadership on employee OCB through the mediating role of both employee empathy – individual level – and group service climate – group level. Practical implications The findings suggest that hotel supervisors should adopt servant leadership to enhance OCB in their workgroups. This paper also provides insights into other ways to increase employee OCB, namely, through human resources initiatives that enhance employee empathy and shape a service climate within groups. Originality/value This paper is one of the few that analyzes the relationships between supervisor servant leadership, employee empathy, group service climate and employee OCB in a unifying cross-level model. It is also the first to analyze employee empathy as a positive outcome of supervisor servant leadership, as well as a mechanism to explain the relationship between servant leadership and employee OCB. Finally, it is one of the few studies that analyzes all these relationships in conjunction within the hospitality industry.

scholarly journals Investigation of Organizational Citizenship Behavior on Employees

2019 ◽  
Vol 7 (4) ◽  
pp. 63-65
Author(s):  
M Arul Provin Binny ◽  
A Morarji
Keyword(s):  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Significant Relationship ◽  
Citizenship Behavior ◽  
Group Level ◽  
The Past ◽  
Area Of Interest ◽  
And Performance

Scholars have invented organizational Citizenship Behaviour (OCB) in the past twenty-five years, and it carries on to be an area of interest for scholars. Managing knowledge of employees can be a hard task. Most knowledge employees desire some level of autonomy and do not like being overseen or managed.No matter how well persons can control their feelings. All humans can become expressively cooperated. Hopeful them to get involved in other ways that promote OCB is a good idea. The researchers will find a positive and significant relationship between overall OCB and performance at the group level.

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