Organizational citizenship behaviors and service quality as: external effectiveness of contact employees

By Mahnhee Yoon, Jaebeom Suh. 2003

462 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/726e43afc17a3f5ad7f07b1d80e84765c9d339e3

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In Organizational Behavior and Human Resource Management

In Strategy and Management

Citations in the corpus

The relationship between employee satisfaction and organisational performance : evidence from a South African government department : original research (2013, background): “…employees tend to perceive that the organisation will be more satisfying in the long run, they care about the quality of their work and are more committed to the organisation, leading to a demonstration of organisational citizenship behaviours (Fraser, 2001; Sempane et al., 2002; Yoon & Suh, 2003).”
Employees' awareness of their impact on corporate reputation (2011, background): “External credibility of corporate conduct is grounded in internal integrity (Harris and de Chernatony, 2001; King and Grace, 2005; Yoon and Suh, 2003) and an honest treatment of employees.”
The impact of internal marketing on commercial banks' market orientation (2011, background): “Civic virtue reflects behaviors, in which an employee responsibly engages, that show concern for the organization and employee initiative in recommending how the organization can improve its operations (Bell and Mengue, 2002; Yoon and Suh, 2003).”
Support, trust, satisfaction, intent to leave and citizenship at organizational level (2010, background): “The findings are also consistent with previous data showing: . that satisfaction and OCB-O are positively linked (Yoon and Suh, 2003); . that satisfaction and intention to leave are negatively related (Poon, 2004); and . that OCB-O and intention to leave are negatively related (Coyne and Ong, 2007).”
High-involvement human resource practices, affective commitment, and organizational citizenship behaviors (2012, background): “Even though service-oriented employees' behaviors have become more important with the growing of the service industry, OCBs in the service industry are somewhat ignored (Yoon & Suh, 2003 ).”
The influence of employee organizational citizenship behavior on customer loyalty (2004, background): “In this line, extra-role activities such OCB are critical factors influencing service quality and customer satisfaction ( Yoon and Suh, 2003”
Government Employees’ Organizational Citizenship Behavior: The Impacts of Public Service Motivation, Organizational Identification, and Subjective OCB Norms (2017, unknown): “…showed a positive relationship between job satisfaction and OCB, and other studies (Bateman and Organ 1983; 1994; LePine et al. 2002; Morrison 1994; Yoon and Suh 2003) also confirmed job satisfaction as an independent predictor of OCB, the results of studies conducted in the public sector have not…”
The impact of employees’ positive psychological capital on job satisfaction and organizational citizenship behaviors in the hotel (2015, background): “objective performance but also subjective performance through voluntary participation (Podsakoff et al., 2000; Yoon and Suh, 2003).”