The relationship between motivation and organizational citizenship behavior among customer support staff

by Rodriguez, Sergio, Ph.D., CAPELLA UNIVERSITY, 2010, 104 pages; 3428164


This study addressed the relationship between motivation and organizational citizenship behavior (OCB). The study looked at the relationship between three different types of motivation (Overall, Intrinsic, and Extrinsic) and organizational citizenship behavior. The study also looked at the relationship between motivation and organizational citizenship behavior for customer support staff and compared the relationship between the two main support roles (Desktop and Helpdesk) and their gender (Male and Female). The study proposed that this research will assist I/O psychologists in understanding how motivation and organizational citizenship behavior are related among customer support staff in an organization. Quantitative methods were used to determine whether there were relationships among the variables in the study. To calculate these statistics, participants filled out two main surveys: one on motivation and one on organizational citizenship behavior. Descriptive statistics, the Pearson product-moment correlation coefficient (r), and analysis of variance (ANOVA) were used to determine the existence and strength of these relationships. The answers to the research questions, and their hypotheses, are presented along with a discussion of these results and conclusions. Finally, recommendations for future research are presented.

AdviserSara Jarvis
Source TypeDissertation
SubjectsBehavioral psychology; Occupational psychology; Organizational behavior
Publication Number3428164

About ProQuest Dissertations & Theses
With nearly 4 million records, the ProQuest Dissertations & Theses (PQDT) Global database is the most comprehensive collection of dissertations and theses in the world. It is the database of record for graduate research.

PQDT Global combines content from a range of the world's premier universities - from the Ivy League to the Russell Group. Of the nearly 4 million graduate works included in the database, ProQuest offers more than 2.5 million in full text formats. Of those, over 1.7 million are available in PDF format. More than 90,000 dissertations and theses are added to the database each year.

If you have questions, please feel free to visit the ProQuest Web site - - or contact ProQuest Support.