an empirical Insight into Indian service Organisations with Reference to Organisational Citizenship Behaviour of Employees towards Organisation and Individuals

Abstract

Organisational Citizenship Behavior (OCB) is  now emerging as an important aspect of human behavior  at work, which has a significant impact on team work and  success of an organisation, which is so essential in the  present-day dynamic business environment. The present  study was a modest attempt to expand the knowledge  base relating to the vital question of whether and how  managers in service organisations go voluntarily beyond  their prescribed official duties to assist and cooperate with  their colleagues and, ultimately, contribute in achieving  the organisational objectives, including the primary  objective of maximizing shareholders’ wealth in the long  run. It was designed to investigate the ‘perceptions of  managers’, working in Indian Service Organisations,  regarding different dimensions of Organisational  Citizenship Behavior (OCB). The present study was a  descriptive research; and was intended to identify and  obtain credible information on the characteristics of  service sector employees’ perceptions. The research  sample formed by 306 employees related with concerned  Indian Service Organisations, which were established in  the form of public companies. The data was provided by  a questionnaire which was structured according to the  research questions. Various statistical techniques have  been used on SPSS and MS Excel to test and analyze  the hypothesized model. The findings of the present study  make credible addition to the body of knowledge existing  on the topic of Organisational Citizenship Behaviour and  its two significant aspects viz., OCBI and OCBO. It was  found that the managers of Indian service organisations  have been voluntarily assuming OCBI and OCBO during  21st century; and promotion of this citizenship behaviour  tendency by senior business leaders may surely promote  the achievement of objectives of such organisations in  the long run