Organisational citizenship behaviours and effectiveness: an empirical study in two small insurance companies

被引：33
|
作者：
Rego, Armenio [1 ]
Cunha, Miguel Pina E. [2 ]
机构：
[1] Univ Aveiro, Dept Econ Gestao & Engenharia Ind, P-3800 Aveiro, Portugal
[2] Univ Nova Lisboa, Fac Econ, P-1200 Lisbon, Portugal
来源：
SERVICE INDUSTRIES JOURNAL | 2008年 / 28卷 / 04期
关键词：
organisational citizenship behaviours; organisational effectiveness; insurance organisations; service quality;
D O I：
10.1080/02642060801917695
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
The study relates six dimensions of organisational citizenship behaviours (OCB) at the branch level with several indicators of the effectiveness of 38 branches of two insurance companies. Results suggest that the branches where employees display more OCB are the most effective. These findings are discussed in the context of a scarcity of empirical studies on the topic, despite researchers' assumption that OCB enhances team and organisational effectiveness.
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页码：541 / 554
页数：14
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