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

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  • 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
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    References listed on IDEAS

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    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.
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    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.
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    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.

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