Organizational citizenship behavior in professional service industry sales personnel
by Zacharias, Angela L., Ph.D., CAPELLA UNIVERSITY, 2008, 96 pages; 3320656

Abstract:

Organizations have always been concerned about what motivates employee performance, which has driven a significant amount of research in the area. One approach to this issue is examining not what is required of employees but rather the behaviors that they engage in that are not required yet somehow appear to cumulatively contribute to the success of the organization. These behaviors have been identified as Organizational Citizenship Behaviors (OCB) (Organ, 1988). The present study examined OCB, as defined by the dimensions of civic virtue, sportsmanship and altruism, in sales personnel in the service industry. Participants were asked to complete a short questionnaire and then managers were asked to report on individual levels of OCB. The resulting data set represented 35 participants and was analyzed using correlation and multiple regression. Upon analysis it was noted that no correlation was identified between individual levels of OCB and sales performance, and OCB accounted for only a small percentage of varience in performance. While these findings appear somewhat inconsistent with what previous research has stated, the results may have been impacted by the use of a convenience sample, a small sample size, the approach used to measure OCB, or the changing nature of the environment in which the study was conducted. Future research recommendations include the use of a larger, more stable population, testing OCB measurement instruments for reliability and validity, and further examination of OCB in a variety of industries.

 
AdviserPhyliss Cooke
SchoolCAPELLA UNIVERSITY
SourceDAI/B 69-07, p. , Oct 2008
Source TypeDissertation
SubjectsOccupational psychology; Organizational behavior
Publication Number3320656
Adobe PDF Access the complete dissertation:
 

» Find an electronic copy at your library.
  Use the link below to access a full citation record of this graduate work:
  http://gateway.proquest.com/openurl%3furl_ver=Z39.88-2004%26res_dat=xri:pqdiss%26rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation%26rft_dat=xri:pqdiss:3320656
  If your library subscribes to the ProQuest Dissertations & Theses (PQDT) database, you may be entitled to a free electronic version of this graduate work. If not, you will have the option to purchase one, and access a 24 page preview for free (if available).

About ProQuest Dissertations & Theses
With over 2.3 million records, the ProQuest Dissertations & Theses (PQDT) database is the most comprehensive collection of dissertations and theses in the world. It is the database of record for graduate research.

The database includes citations of graduate works ranging from the first U.S. dissertation, accepted in 1861, to those accepted as recently as last semester. Of the 2.3 million graduate works included in the database, ProQuest offers more than 1.9 million in full text formats. Of those, over 860,000 are available in PDF format. More than 60,000 dissertations and theses are added to the database each year.

If you have questions, please feel free to visit the ProQuest Web site - http://www.proquest.com - or call ProQuest Hotline Customer Support at 1-800-521-3042.