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| Author: | Wolfe Morrison, E. |
| Title: | Organizational citizenship behaviour as a critical link between HRM practices and service quality (Personalmanagement; Arbeitsverhalten) |
| Journal: | Human Resource Management
1996 : WINTER, VOL. 35:4, p. 493-512 |
| Index terms: | |
| Freeterms: | KUNDENDIENST, ARBEITSSOZIOLOGIE, PERSONALFÜHRUNG |
| Language: | eng |
| Abstract: | This paper discusses how organizational citizenship behaviour (OCB) provides a critical link between a firm's human resource management practices and its level of customer service. It is argued that a firm's overall human resources philosophy, approach to selection and socialization, evaluation and reward practices, and use of rules and job description will affect the amount of citizenship behaviour that employees display. In the aggregate, OCB will have a positive impact on a firm's level of service quality. |
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