Assessing perceptions regarding organisational citizenship behaviour in South African retail firms

The growth of technology in the retail sector has brought many challenges to retailers, who have to focus not only on prices and quality, but also on global competition. Consequently, retailers need to source highly customer-focused employees who are willing to go beyond their expected call of dutie...

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Bibliographic Details
Published in:Journal of Contemporary Management 2016-01, Vol.13 (1), p.1298-1331
Main Authors: Smith, E.E., Ngxukumeshe, T., Mazibuko, N.E.
Format: Article
Language:eng ; por
Subjects:
Employment considerations
Job considerations
Organisational citizenship behaviour (OCB)
Organisational commitment
Propensity to resign
Retail firms
Social Issues
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Summary:The growth of technology in the retail sector has brought many challenges to retailers, who have to focus not only on prices and quality, but also on global competition. Consequently, retailers need to source highly customer-focused employees who are willing to go beyond their expected call of duties to satisfy customer needs and wants, thereby keeping firms competitive. This behaviour is called organisational citizenship behaviour (OCB).The primary objective of this study is to assess the perceptions of employees regarding OCB within retail firms in South Africa. A quantitative research design was employed. Non-probability sampling was used and 554 usable questionnaires were returned.The empirical results revealed that job considerations and employment considerations have a positive influence on both OCB related to compassion and OCB related to civic non-obligatory acts, while role considerations and job security were found to have no significant influence on both OCB related to compassion and OCB related to civic non-obligatory acts. Furthermore, OCB related to compassion was found to have a positive influence on both organisational commitment and propensity to resign, while OCB related to civic non-obligatory acts had a positive influence on organisational commitment and its influence on propensity to resign was not significant.
ISSN:1815-7440