Journal of Applied Psychology · 2001 · 600 citations · 47 references
ManagementOrganization StudiesOrganizational BehaviorOrganizational CulturePersonality PsychologyCitizenship TheoryOrganizational Citizenship BehaviorPersonality TraitsService OrientationEmployee Citizenship BehaviorEmployee Service OrientationIndividual Organizational Citizenship BehaviorOrganizational Citizenship Behavior Toward IndividualsOrganizational Citizenship Behavior Toward The Organization
Attitude, personality, and customer knowledge antecedents were compared in their predictive ability of 3 service-oriented forms of employee organizational citizenship behaviors (OCBs): loyalty, service delivery, and participation. For the 1st study, 236 customer-contact employees provided data concerning their OCBs and the attitude, personality, and knowledge antecedents. The 2nd investigation relied on data provided by 144 contact employees from a network of university libraries. Using hierarchical regression in both studies, the authors found that each of the 3 types of service-oriented OCBs was best predicted by different subsets of the antecedents. Job attitudes accounted for the most unique variance in loyalty OCBs, personality accounted for the most unique variance in service delivery OCBs, and customer knowledge and personality jointly were the best predictors of participation OCBs.
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Perceived organizational support.
Robert Eisenberger, Robin Huntington, Steven Hutchison et al. · Journal of Applied Psychology · 1986 · 6.6K citations
Management, Organization Studies, Organizational Behavior +8
A multidimensional approach to individual differences in empathy
M. Edward Davis, Mark H. Davis, M. Edward Davis et al. · Medical Entomology and Zoology · 1980 · 4.8K citations