Impact of Organizational Citizenship Behaviour on Customer Satisfaction

doi:10.23918/ejmss.v1i1p17

Cited by 3 publications

(3 citation statements)

References 31 publications

(42 reference statements)

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“…The current study contributes to the study of OCBS in the hospitality sector (Pham et al, 2019) in relation to job satisfaction (Pinzone et al, 2019) through understanding the mediation effect of green experience formed by OCBS (Gurmani et al, 2021) between Green training and employee satisfaction. In addition to the finding of Yildiz and Amin (2020), the current study suggests the impact of OCBS formed by green training can expand to the other stakeholders – customers through the green experience formed by discretionary social behaviors that influence customers' in‐store experience in the hospitality sector. Furthermore, throughout the integrated perspective of employees and customers, the current research expanded the previous research on GHRM via green experience, customer experience (Yu et al, 2017), and TGPB (Han, 2020).…”

Section: Discussionsupporting

confidence: 61%

The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective

Han

Kok

McClelland

2023

Corp Soc Responsibility Env

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The current study aims to examine (1) the impact of green training on green experience, employee satisfaction, turnover intention, and customer satisfaction and (2) its implication on Green HRM effectiveness in the hospitality sector. A quantitative method was utilized to test a path model (PLS‐SEM). Two sets of questionnaires (for employee and customer sides) were developed for the hospitality sector to measure the causations between green training, employee turnover, and customer satisfaction. The findings suggest (1) green training creates green experience, (2) green experience influences both employee and customer satisfaction, (3) However, employee satisfaction did not affect turnover intention and customer satisfaction subsequently. The current study implies that investing in green training should be considered a tool of strategic hospitality management since the finding suggests that green training improves the overall performance of the hospitality sector with some limitations. Moreover, this paper reduced the literature gaps by constructing and empirically testing an integrated path model of green training on employee and customer experience, illustrating the impact of green training through the shared green experience forming the two stakeholders' experience and their interactions.

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Section: Discussionsupporting

confidence: 61%

The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective

Han

Kok

McClelland

2023

Corp Soc Responsibility Env

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“…According to Tosun and Yunus (2015a), scheduled extracurricular activities can promote awareness of spiritual issues and activate people's pre-existing knowledge of their history and culture. As a result, customer satisfaction is critical for developing a strong bond between teachers and kids, followed by parents (Yildiz & Amin, 2020). Based on this fact, schools should organize extracurricular activity periods to help kids, educators, and parents to form positive relationships (Gage, 2013).…”

Section: International Journal Of Social Science Research and Reviewmentioning

confidence: 99%

A Tiny Look at Hizmet (Service) Movement Teachers’ Diplomatic Mission

Yıldız

Dayan

2022

IJSSRR

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Diplomacy is the profession or activity of a country's representatives abroad responsible for preserving peaceful ties with other countries. In this context, Hizmet movement teachers are considered in charge of representing their country in another country to build peace bridges. This article emphasizes that ‘Hizmet’ movement teachers work like diplomats overseas, and their performance shapes the diplomacy in communication wherever they are.

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“…Moreover, OCB can lead to enhanced workplace socialization and lower burnout levels in employees (Kumar et al, 2016), better employee satisfaction (Indarti et al, 2017), better team efficiency (Koopman et al, 2016) and enhanced overall organizational performance (Tai et al, 2012;Harikaran & Thevanes, 2018;Gusmão et al, 2018). Additional outcomes of OCB could include enhanced customer satisfaction (Yildiz & Hiwa, 2020), improved individual performance (De Geus et al, 2020), better quality of employee work-life and lower work overload (Wang et al, 2021). Furthermore, OCB has been linked to improving the whole organizational functioning (Jiang et al, 2017) and organizational effectiveness (Kumari and Thapliyal, 2017;.…”

Section: Organizational Citizenship Behaviormentioning

confidence: 99%

A gender perspective on counter-terrorism. (c2022)

Hajj¹

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This study aims to examine the relationships between inclusion, employee well-being, and organizational citizenship behavior. It also aims at investigating the role of employee well-being as a mediator. Drawing on the Social Identity theory and Social Exchange theory, this study attempts to examine the importance of inclusion and employee well-being in initiating organizational citizenship behaviors at the workplace. A total of 203 completed questionnaires were obtained and analyzed. The results of this study provided support to the hypothesized relationships. Results indicated that the direct relationships were supported between Inclusion, Employee well-being and Organizational Citizenship Behavior. In addition, the results have also provided support to the mediating role of employee well-being. Finally, the findings of this study provide theoretical and practical implications taking into consideration the limitations.

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Impact of Organizational Citizenship Behaviour on Customer Satisfaction

Cited by 3 publications

References 31 publications

The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective

The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective

A Tiny Look at Hizmet (Service) Movement Teachers’ Diplomatic Mission

A gender perspective on counter-terrorism. (c2022)

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