Organizational Citizenship Behaviors and Organizational Effectiveness: Examining Relationships in Taiwanese Banks

Organizational citizenship behaviors (OCBs) describe actions in which employees are willing to go above and beyond their prescribed role requirements. Theory suggests and recent research supports the notion that these behaviors are correlated with indicators of organizational effectiveness. Studies have yet to explore whether relationships between OCB and organizational effectiveness are generalizable to non-United States samples. The present study examined relationships between OCB and indicators of organizational effectiveness—employee-level customer-service behavior; and unit-level measures of profit, efficiency, and customer perceptions of service quality—for bank branches in Taiwan. The results suggest significant relationships between OCB and a number of the indicators of effectiveness. Implications and limitations of these results are discussed.

[1]  L. V. Dyne,et al.  Organizational Citizenship Behavior: Construct Redefinition, Measurement, and Validation , 1994 .

[2]  Scott B. MacKenzie,et al.  Organizational Citizenship Behavior and the Quantity and Quality of Work Group Performance , 1997, The Journal of applied psychology.

[3]  Karl Titz.  Publications in Review , 2000 .

[4]  Robert H. Moorman,et al.  Relationship between organizational justice and organizational citizenship behaviors : do fairness perceptions influence employee citizenship ? , 1991 .

[5]  R. Folger,et al.  Effects of Procedural and Distributive Justice on Reactions to Pay Raise Decisions , 1989 .

[6]  E. Buttery,et al.  The difference between Chinese and Western negotiations , 1998 .

[7]  D. Turnipseed,et al.  A BI‐CULTURAL COMPARISON OF ORGANIZATION CITIZENSHIP BEHAVIOR: DOES THE OCB PHENOMENON TRANSCEND NATIONAL CULTURE? , 2000 .

[8]  P. Christopher Earley,et al.  Impetus for action: A cultural analysis of justice and , 1997 .

[9]  Philip M. Podsakoff,et al.  Accounting for Organizational Citizenship Behavior: Leader Fairness and Task Scope versus Satisfaction , 1990 .

[10]  S. J. Motowidlo,et al.  Prosocial Organizational Behaviors , 1986 .

[11]  G. Hofstede.  Motivation, leadership, and organization: Do American theories apply abroad? , 1980 .

[12]  J. George,et al.  Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context. , 1990 .

[13]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[14]  Lance A. Bettencourt,et al.  Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors , 1997 .

[15]  Gary P. Latham,et al.  Increasing citizenship behavior within a labor union : A test of organizational justice theory , 1996 .

[16]  John Rohrbaugh,et al.  A Spatial Model of Effectiveness Criteria: Towards a Competing Values Approach to Organizational Analysis , 1983 .

[17]  Lawrence A. Crosby,et al.  Relationship Quality in Services Selling: An Interpersonal Influence Perspective: , 1990 .

[18]  Gary P. Latham,et al.  LEADERSHIP TRAINING IN ORGANIZATIONAL JUSTICE TO INCREASE CITIZENSHIP BEHAVIOR WITHIN A LABOR UNION: A REPLICATION , 1997 .

[19]  Scott B. MacKenzie,et al.  Organizational citizenship behavior and objective productivity as determinants of managerial evaluations of salespersons' performance , 1991 .

[20]  Scott W. Kelley,et al.  Organizational socialization of service customers , 1992 .

[21]  Scott B. MacKenzie,et al.  The impact of organizational citizenship behavior on evaluations of salesperson performance , 1993 .

[22]  D. Anfuso.  Deflecting Workplace Violence , 1994 .

[23]  Jon M. Werner.  Dimensions that make a difference: examining the impact of in-role and extrarole behaviors on supervisory ratings , 1994 .

[24]  Scott B. MacKenzie,et al.  Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors , 1990 .

[25]  Scott B. MacKenzie,et al.  Organizational Citizenship Behaviors and Sales Unit Effectiveness , 1994 .

[26]  Bor-Shiuan Cheng,et al.  The Influence of Relational Demography and Guanxi : the Chinese Case , 1998 .