A Comparison of Attitude, Personality, and Knowledge Predictors of Service-Oriented Organizational Citizenship Behaviors Journal of Applied Psychology
Lance A. Bettencourt, Kevin P. Gwinner, Matthew L. Meuter
The research design that was used in this study was correlational non-experimental. The variables that were studied included confirmatory factor analysis, item-to-total correlations, improvement in the Cronbach’s alpha statistic, and attitudinal and personality antecedents. With the use of antecedents, the job satisfaction measure incorporated seven items on a variety of extrinsic and intrinsic work related aspects and one global job satisfaction item. Two studies were conducted to investigate the attitude, personality, and knowledge antecedents of service oriented OCBs. It consisted of participants, whose responsibilities included answering customer service inquiries, responding to customer problems, and selling and recommending services over the phone. There were 325 employees who agreed to participate in the study in exchange for 1 hour of overtime pay. With the second study, the participants included staff and part-time employees of five libraries at a university who had customer contact as part of their daily responsibilities. They represented several departments that have customer contact including circulation, document reserves, and government publications. The relationships proposed were that job satisfaction would be positively related to the service-oriented OCBs of loyalty, service delivery, and participation. Also it expects POS to be positively related to contact-employee loyalty, service delivery, and participation OCBs. They also expected the following: a positive relationship between service orientation and loyalty, no relationship is expected between empathy and loyalty OCBs, the trait richness will be positively related to contact employee loyalty, service delivery, and participation OCBs, and lastly that strategy richness will be...
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