The mediating effect of employee's commitment in the relationship between organizational service orientation, job satisfaction and service oriented organizational citizenship behaviour

• Main Author: Mohamad Zainol Abidin, Adam
• Format: Thesis
• Language: English; English
• Published: 2018
• Subjects: HD58.7 Organizational Behavior.
• Online Access: https://etd.uum.edu.my/7532/1/Permissiondeposit_s90555.pdf; https://etd.uum.edu.my/7532/2/s90555_01.pdf; https://etd.uum.edu.my/7532/

Organizational citizenship behaviour is important to organisations because it helps to promote organisational effectiveness and efficiency without the need for formal organisational resources. Hence, this study aims to examine the influence of organizational service orientation and employees’ job satisfaction on service-oriented organizational citizenship behavior (SOOCB) with the mediating role of service employee commitment. A research framework was established based on existing literature to test the relationship among these variables. Social Exchange Theory was employed to explain the relationship between the studied variables. In order to empirically test the research framework of this study, data were collected by employing a survey instrument. A total of 387 employees in the agricultural service sector was selected using simple random sampling technique. Data collected was analysed using the Statistical Package for Social Science (SPSS). The empirical results revealed that organizational service orientation, job satisfaction and service employee commitment positively influenced employees’ service oriented organizational citizenship behaviour. In addition, it was found that service employee commitment mediates both the relationship between organizational service orientation and job satisfaction with service-oriented organizational citizenship behaviour. The results provide insights for managers to provide avenues for employees in delivering quality service to customers. The findings also suggested that employees with a strong sense of belonging as well as being emotionally attached to their organization will contribute to the excellence of the organization's service delivery. Given the growth of services in the agricultural sector, this study provides scholars and practitioners with suggestions and recommendations on how SOOCB can be encouraged in service settings.