The mediating effect of employee's commitment in the relationship between organizational service orientation, job satisfaction and service oriented organizational citizenship behaviour
Organizational citizenship behaviour is important to organisations because it helps to promote organisational effectiveness and efficiency without the need for formal organisational resources. Hence, this study aims to examine the influence of organizational service orientation and employees’ job...
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HD58.7 Organizational Behavior. Mohamad Zainol Abidin, Adam The mediating effect of employee's commitment in the relationship between organizational service orientation, job satisfaction and service oriented organizational citizenship behaviour |
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Organizational citizenship behaviour is important to organisations because it helps to
promote organisational effectiveness and efficiency without the need for formal
organisational resources. Hence, this study aims to examine the influence of organizational
service orientation and employees’ job satisfaction on service-oriented organizational
citizenship behavior (SOOCB) with the mediating role of service employee commitment. A
research framework was established based on existing literature to test the relationship
among these variables. Social Exchange Theory was employed to explain the relationship
between the studied variables. In order to empirically test the research framework of this
study, data were collected by employing a survey instrument. A total of 387 employees in
the agricultural service sector was selected using simple random sampling technique. Data
collected was analysed using the Statistical Package for Social Science (SPSS). The
empirical results revealed that organizational service orientation, job satisfaction and
service employee commitment positively influenced employees’ service oriented
organizational citizenship behaviour. In addition, it was found that service employee
commitment mediates both the relationship between organizational service orientation and
job satisfaction with service-oriented organizational citizenship behaviour. The results provide insights for managers to provide avenues for employees in delivering quality
service to customers. The findings also suggested that employees with a strong sense of
belonging as well as being emotionally attached to their organization will contribute to the
excellence of the organization's service delivery. Given the growth of services in the
agricultural sector, this study provides scholars and practitioners with suggestions and
recommendations on how SOOCB can be encouraged in service settings. |
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Doctor of Business Administration (DBA) |
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Doctorate |
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Mohamad Zainol Abidin, Adam |
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Mohamad Zainol Abidin, Adam |
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Mohamad Zainol Abidin, Adam |
| title |
The mediating effect of employee's commitment in the relationship between organizational service orientation, job satisfaction and service oriented organizational citizenship behaviour |
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The mediating effect of employee's commitment in the relationship between organizational service orientation, job satisfaction and service oriented organizational citizenship behaviour |
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The mediating effect of employee's commitment in the relationship between organizational service orientation, job satisfaction and service oriented organizational citizenship behaviour |
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The mediating effect of employee's commitment in the relationship between organizational service orientation, job satisfaction and service oriented organizational citizenship behaviour |
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The mediating effect of employee's commitment in the relationship between organizational service orientation, job satisfaction and service oriented organizational citizenship behaviour |
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mediating effect of employee's commitment in the relationship between organizational service orientation, job satisfaction and service oriented organizational citizenship behaviour |
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Universiti Utara Malaysia |
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Othman Yeop Abdullah Graduate School of Business |
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2018 |
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my-uum-etd.75322021-08-11T01:52:16Z The mediating effect of employee's commitment in the relationship between organizational service orientation, job satisfaction and service oriented organizational citizenship behaviour 2018 Mohamad Zainol Abidin, Adam Yusoff, Rushami Zien Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HD58.7 Organizational Behavior. Organizational citizenship behaviour is important to organisations because it helps to promote organisational effectiveness and efficiency without the need for formal organisational resources. Hence, this study aims to examine the influence of organizational service orientation and employees’ job satisfaction on service-oriented organizational citizenship behavior (SOOCB) with the mediating role of service employee commitment. A research framework was established based on existing literature to test the relationship among these variables. Social Exchange Theory was employed to explain the relationship between the studied variables. In order to empirically test the research framework of this study, data were collected by employing a survey instrument. A total of 387 employees in the agricultural service sector was selected using simple random sampling technique. Data collected was analysed using the Statistical Package for Social Science (SPSS). The empirical results revealed that organizational service orientation, job satisfaction and service employee commitment positively influenced employees’ service oriented organizational citizenship behaviour. In addition, it was found that service employee commitment mediates both the relationship between organizational service orientation and job satisfaction with service-oriented organizational citizenship behaviour. The results provide insights for managers to provide avenues for employees in delivering quality service to customers. The findings also suggested that employees with a strong sense of belonging as well as being emotionally attached to their organization will contribute to the excellence of the organization's service delivery. Given the growth of services in the agricultural sector, this study provides scholars and practitioners with suggestions and recommendations on how SOOCB can be encouraged in service settings. 2018 Thesis https://etd.uum.edu.my/7532/ https://etd.uum.edu.my/7532/1/Permissiondeposit_s90555.pdf text eng public https://etd.uum.edu.my/7532/2/s90555_01.pdf text eng public dba dba Universiti Utara Malaysia Ahmad, H., Alasad, A.R.J., Zainab, F., Khulood, A.S., Eman A.B., Realat, A.A., Saleh, E.S. & Froelicher, S. (2012), “Jordanian nurses' job satisfaction and intention to quit”. Leadership in Health Services, 25(3) 216 – 231. Ajzen, I. & Fishbein, M. (1970), “The prediction of behavior from attitudinal and normative variables”. 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