An Empirical Study on Impersonal Trust, Work Family Conflict and Service Oriented Organizational Citizenship Behavior of Female Employees’
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2017, Vol 7, Issue 12
Abstract
Organizational citizenship behavior (OCB) is non-mandated behavior of employees’ shown in the workplace which is not included in the formal job requirements. A special form OCB known as service oriented organizational citizenship behavior (SOCB) is essential for service organization since it helps to increase customer satisfaction, service quality and decrease customer complaints. In spite of these significances, still very few researches have been conducted to identify the antecedents of such behavior. The objective of the current study is to identify the impact of impersonal trust on employees SOCB with the moderating effect of work family conflict. Data was collected through self-administered questionnaire from 403 customer contact female employees working in private commercial banking sector of Bangladesh. Results of partial least squares (PLS) revealed that impersonal trust positively and significantly related with SOCB where the study found no moderating effect of work family conflict to reduce the trust-SOCB relationship. Implications of the findings with necessary suggestions for future research are also offered.
Authors and Affiliations
Dr. Sarmin Sultana, Husna Bt. Johari
Keywords
Related Articles
- EP ID EP642972
- DOI 10.6007/IJARBSS/v7-i12/3736
- Views 90
- Downloads 0
Importance of Customer Knowledge in Business Organizations
Organizations today face major challenges of working to address their data and exploit their knowledge, and strive to support their knowledge base continuously in order to use this knowledge in their interactions with th...
A Mixed Method Study Protocol on Contributing Factors of Depression among Adults Inmates in a Local Prison Malaysia
Mental health is a global public health concern. Living in institutions, including imprisonment, make the inmates susceptible to depression. The objective of this research is to determine and explore the contributing fac...
Prospect of a Flood Micro-Insurance in Malaysia: A Survey of Literatures
There is no insurance policy in Malaysia which exclusively covers flood as a particular product. The reality of flood coverage in insurance is either it comes as a rider in fire insurance policy or as primary coverage in...
Problems in Using the Wireless Village Services in Malaysia: The Non-Users Perspectives
This study aims to identify problems faced by rural community in Malaysia in using the wireless village services. The study is quantitative in nature and was conducted in four districts in Malaysia, namely Setiawan (Pera...
Malay Customs According to Islamic Perspective
It can be said that each race in the world has its own customs. That also applies to Malay community. They are rich in various customs such as adat sebenar (genuine customs), adat teradat (communal customs), adat yang di...