Organizational Citizenship Behavior in Work Groups: A Group Norms Approach.

Although the relationship between unit-level organizational citizenship behavior (OCB) and unit outcomes has been well established in recent years, the conceptual development of OCB at the unit level of analysis has not been adequately addressed. In an effort to fill this conceptual gap and to spur future research, the authors apply the literature on group norms to the concept of OCB. The resulting framework suggests a cyclical relationship between individual- and group-level processes and ultimately offers an explanation for how OCB norms are established and maintained in work groups. The authors demonstrate how this framework incorporates past research on the relationship between unit-level OCB and unit outcomes and how it extends previous research by suggesting multiple directions for future efforts related to unit-level OCB. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context.

Theoretical justification for viewing prosocial behavior and voluntary turnover at the group level of analysis is provided. It was hypothesized that group cohesiveness and leaders' positive mood would be positively related to the incidence of prosocial behavior in work groups and negatively related to the groups' voluntary turnover rates. In addition, the emphasis placed on prosocial behavior during initial socialization into groups was expected to be positively related to the occurrence of prosocial behavior in groups. A potential consequence of prosocial behavior in a service context also was explored. More specifically, the form of prosocial behavior investigated, customer service, was hypothesized to be positively related to group sales performance. In general, the hypotheses were supported by data from a sample of 33 stores belonging to a national retail organization. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Organizational climate configurations: Relationships to collective attitudes, customer satisfaction, and financial performance.

Research on organizational climate has tended to focus on independent dimensions of climate rather than studying the total social context as configurations of multiple climate dimensions. The authors examined relationships between configurations of unit-level climate dimensions and organizational outcomes. Three profile characteristics represented climate configurations: (1) elevation, or the mean score across climate dimensions; (2) variability, or the extent to which scores across dimensions vary; and (3) shape, or the pattern of the dimensions. Across 2 studies (1,120 employees in 120 bank branches and 4,317 employees in 86 food distribution stores), results indicated that elevation was related to collective employee attitudes and service perceptions, while shape was related to customer satisfaction and financial performance. With respect to profile variability, results were mixed. The discussion focuses on future directions for taking a configural approach to organizational climate. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Emotional display rules as work unit norms: A multilevel analysis of emotional labor among nurses.

Emotional labor theory has conceptualized emotional display rules as shared norms governing the expression of emotions at work. Using a sample of registered nurses working in different units of a hospital system, we provided the first empirical evidence that display rules can be represented as shared, unit-level beliefs. Additionally, controlling for the influence of dispositional affectivity, individual-level display rule perceptions, and emotion regulation, we found that unit-level display rules are associated with individual-level job satisfaction. We also showed that unit-level display rules relate to burnout indirectly through individual-level display rule perceptions and emotion regulation strategies. Finally, unit-level display rules also interacted with individual-level dispositional affectivity to predict employee use of emotion regulation strategies. We discuss how future research on emotional labor and display rules, particularly in the health care setting, can build on these findings. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Are female managers quitters? The relationships of gender, promotions, and family leaves of absence to voluntary turnover.

This study examined the relationships of gender, promotions, and leaves of absence to voluntary turnover for 26,359 managers in a financial services organization. Using Cox regression analyses and controlling for human capital, the authors found that, contrary to their prediction, female managers' voluntary turnover rates were slightly lower than those of their male counterparts. Managers who had been promoted were less likely to resign than nonpromoted managers only if the promotion had occurred within the past 11 months, and promoted women were less likely to resign than promoted men. The authors also found that managers who had taken family leaves had higher voluntary turnover rates than managers who had not taken leaves, and among family leave takers, managers with graduate degrees were less likely to resign than managers with less education. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Harassing under the influence: The prevalence of male heavy drinking, the embeddedness of permissive workplace drinking norms, and the gender harassment of female coworkers.

Drawing from the literature linking alcohol consumption and aggressive behavior, the authors examine the degree to which the risk of gender harassment toward female workers may be associated with the drinking behaviors and perceived workplace drinking norms of their male coworkers. Using multilevel analyses to examine data from 1,301 workers (including 262 women employed in 58 work units in the manufacturing, service and construction sectors), our findings indicate that, even when controlling for a variety of other demographic and unit-level factors, there is a significant association between the proportion of males in a work unit identified as being heavy or "at-risk" drinkers and the probability of gender harassment toward unit females. Our findings further indicate that this association is amplified as a function of the embeddedness of permissive workplace drinking norms among males' referent others. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Individual- and organizational-level consequences of organizational citizenship behaviors: A meta-analysis.

Although one of the main reasons for the interest in organizational citizenship behaviors (OCBs) is the potential consequences of these behaviors, no study has been reported that summarizes the research regarding the relationships between OCBs and their outcomes. Therefore, the purpose of this study is to provide a meta-analytic examination of the relationships between OCBs and a variety of individual- and organizational-level outcomes. Results, based on 168 independent samples (N = 51,235 individuals), indicated that OCBs are related to a number of individual-level outcomes, including managerial ratings of employee performance, reward allocation decisions, and a variety of withdrawal-related criteria (e.g., employee turnover intentions, actual turnover, and absenteeism). In addition, OCBs were found to be related (k = 38; N = 3,611 units) to a number of organizational-level outcomes (e.g., productivity, efficiency, reduced costs, customer satisfaction, and unit-level turnover). Of interest, somewhat stronger relationships were observed between OCBs and unit-level performance measures in longitudinal studies than in cross-sectional studies, providing some evidence that OCBs are causally related to these criteria. The implications of these findings for both researchers and practitioners are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Antecedents and outcomes of organizational support for development: The critical role of career opportunities.

This study examines antecedents and behavioral outcomes of employees' perceptions of organizational support for development. We first propose that employees' past participation in formal developmental activities and experience with developmental relationships positively relate to their perceptions of organizational support for development. We then propose that perceived career opportunity within the organization moderates the relationship between organizational support for development and employee performance and turnover. Using a sample of 264 exempt-level employees and their supervisors, we found that participation in training classes, leader–member exchange, and career mentoring were each positively related to employees' perceptions of organizational support for development. We also found support for the moderator hypotheses. Specifically, development support positively related to job performance, but only when perceived career opportunity within the organization was high. Further, development support was associated with reduced voluntary turnover when perceived career opportunity was high, but it was associated with increased turnover when perceived career opportunity was low. Our study demonstrates that social exchange and career motivation theory work together to explain when and how employees' perceptions of organizational support for development relate to turnover and job performance. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Service employees give as they get: Internal service as a moderator of the service climate–service outcomes link.

We lend theoretical insight to the service climate literature by exploring the joint effects of branch service climate and the internal service provided to the branch (the service received from corporate units to support external service delivery) on customer-rated service quality. We hypothesized that service climate is related to service quality most strongly when the internal service quality received is high, providing front-line employees with the capability to deliver what the service climate motivates them to do. We studied 619 employees and 1,973 customers in 36 retail branches of a bank. We aggregated employee perceptions of the internal service quality received from corporate units and the local service climate and external customer perceptions of service quality to the branch level of analysis. Findings were consistent with the hypothesis that high-quality internal service is necessary for branch service climate to yield superior external customer service quality. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Voluntary turnover and alternative job opportunities.

Models of voluntary turnover specify important roles for both general labor-market conditions and labor-market perceptions. Although there is consistent support for the role of general labor-market conditions, evidence on perceptions is mixed. In a national sample of young adults, both factors were related to voluntary turnover. However, the two constructs were not closely linked, possibly because labor-market perceptions are based on incomplete information. Thus, for example, despite poor general labor-market conditions, an employee may perceive ease of movement to be high, which contributes to the employee's intention to quit. Yet, the employee may not actually quit because the unfavorable general labor-market conditions act to limit the number of alternative job openings. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis.

Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship at the business-unit level between employee satisfaction-engagement and the business-unit outcomes of customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships large enough to have substantial practical value were found between unit-level employee satisfaction-engagement and these business-unit outcomes. One implication is that changes in management practices that increase employee satisfaction may increase business-unit outcomes, including profit. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Measuring Performance for Building Maintenance Providers

A building maintenance scheme was introduced in Hong Kong Housing Authority in January 2006 which employed contractors to provide inspection inside the public housing tenants’ units and arranged necessary repair works. This study aims to assess the contractor service quality performance. A method of assessment is devised based on the SERVQUAL approach to measure the public housing owner’s frontline representatives’ expectations and perceptions of the contractors’ performance. The outcome indicates that the deficiencies of service quality variables are related to the willingness of the contractors to provide prompt responses to requests from the tenants or the owner’s frontline representatives, and the availability of sufficient resources to perform the promised service dependably and accurately in terms of time, cost, and quality. The outcome of this study helps to identify the weaknesses of the contractors and allows them to properly allocate resources to those urgently needed variables. The implications from this study are considered and recommendations for industrial practices and further research are made.     

Why managers should care about fairness: The effects of aggregate justice perceptions on organizational outcomes.

This work examines the aggregation of justice perceptions to the departmental level and the business-unit level, the impact of these aggregate perceptions on business-unit-level outcomes, and the usefulness of the distinction between procedural and interpersonal justice at different levels of analysis. Latent variables analyses of individual-level and department-level data from 4,539 employees in 783 departments at 97 hotel properties showed that the 2 justice types exercise unique paths of impact on employees' organizational commitment and thus on turnover intentions and discretionary service behavior. Business-unit-level analyses further demonstrate paths of association between aggregate justice perceptions, aggregate commitment levels, and the business-unit-level outcomes of employee turnover rates and customer satisfaction ratings. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Perceptions of safety at work: A framework for linking safety climate to safety performance, knowledge, and motivation.

Research in the areas of organizational climate and work performance was used to develop a framework for measuring perceptions of safety at work. The framework distinguished perceptions of the work environment from perceptions of performance related to safety. Two studies supported application of the framework to employee perceptions of safety in the workplace. Safety compliance and safety participation were distinguished as separate components of safety-related performance. Perceptions of knowledge about safety and motivation to perform safely influenced individual reports of safety performance and also mediated the link between safety climate and safety performance. Specific dimensions of safety climate were identified and constituted a higher order safety climate factor. The results support conceptualizing safety climate as an antecedent to safety performance in organizations. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

An examination of the role of perceived support and employee commitment in employee-customer encounters.

The authors examined the relationships between perceived organizational support, organizational commitment, commitment to customers, and service quality in a fast-food firm. The research design matched customer responses with individual employees' attitudes, making this study a true test of the service provider-customer encounter. On the basis of a sample of matched employee-customer data (N = 133), hierarchical linear modeling analyses revealed that perceived organizational support had both a unit-level and an employee-level effect on 1 dimension of service quality: helping behavior. Contrary to affective organizational commitment, affective commitment to customers enhanced service quality. The 2 subdimensions of continuance commitment to the organization--perceived high sacrifice and perceived lack of alternatives--exerted effects opposite in sign: The former fostered service quality, whereas the latter reduced it. The implications of these findings are discussed within the context of research on employee-customer encounters. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Reducing Voluntary, Avoidable Turnover Through Selection.

The authors investigated the efficacy of several variables used to predict voluntary, organizationally avoidable turnover even before the employee is hired. Analyses conducted on applicant data collected in 2 separate organizations (N = 445) confirmed that biodata, clear-purpose attitudes and intentions, and disguised-purpose dispositional retention scales predicted voluntary, avoidable turnover (rs ranged from -.16 to -.22, R = .37, adjusted R = .33). Results also revealed that biodata scales and disguised-purpose retention scales added incremental validity, whereas clear-purpose retention scales did not explain significant incremental variance in turnover beyond what was explained by biodata and disguised-purpose scales. Furthermore, disparate impact (subgroup differences on race, sex, and age) was consistently small (average d = 0.12 when the majority group scored higher than the minority group). (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Employee and customer perceptions of service in banks: Replication and extension.

Replicated the 1st author and J. J. Parkington's (1979) research on the relationships between employees and customers in service organizations by analyzing survey data from 142 employees and 968 customers from 28 branches of a bank. Moderate support was found for the 1st author and Parkington's work on correlates of stress for boundary role employees. Support was also found for relationships between branch employees' and branch customers' service perceptions and attitudes as reported by the present 1st author et al (1980). Significant relationships were reported between branch employees' perceptions of organizational human resources practices and branch customers' attitudes about service. Employee attitudes and customer attitudes were related to their own and one another's turnover intentions. Results are discussed from the perspective of promoting an integration of consumer and organizational behavior in the service sector. (51 ref) (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

How does service workers’ behavior affect their health? Service climate as a moderator in the service behavior–health relationships.

To address the question of whether providing high-quality service deteriorates or benefits workers’ health, a contingency model was tested that focused on service climate as a moderator. This interacts with service behavior to affect workers’ perceptions of emotional exhaustion, hence their physical and mental health. Findings of this study with 328 nurses from 66 nursing units indicated that congruent conditions of service climate and behaviors benefited workers’ health, whereas incongruent conditions affected it adversely. The findings are discussed in light of stress, and emotion–work perspectives. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Unwrapping the organizational entry process: Disentangling multiple antecedents and their pathways to adjustment.

This 4-wave longitudinal study of newcomers in 7 organizations examined preentry knowledge, proactive personality, and socialization influences as antecedents of both proximal (task mastery, role clarity, work group integration, and political knowledge) and distal (organizational commitment, work withdrawal, and turnover) indicators of newcomer adjustment. Results suggest that preentry knowledge, proactive personality, and socialization influences from the organization, supervisors, and coworkers are independently related to proximal adjustment outcomes, consistent with a theoretical framework highlighting distinct dimensions of organizational and work task adjustment. The proximal adjustment outcomes partially mediated most of the relationships between the antecedents of adjustment and organizational commitment, work withdrawal, and turnover. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

A conceptual and empirical analysis of the cognitive ability–voluntary turnover relationship.

Despite much research into cognitive ability as a selection tool and a separate large literature on the causes of voluntary turnover, little theoretical or empirical work connects the two. We propose that voluntary turnover is also a potentially key outcome of cognitive ability. Incorporating ideas from the person–environment fit literature and those regarding push and pull influences on turnover, we posit a theoretical connection between cognitive ability and voluntary turnover that addresses both why and how voluntary turnover is related to cognitive ability. Integrating data from 3 different sources, our empirical analyses support the theoretical perspective that the relationship between cognitive ability and voluntary turnover depends on the cognitive demands of the job. When the cognitive demands of a job are high, our findings support the hypothesized curvilinear relationship between cognitive ability and voluntary turnover, such that employees of higher and lower cognitive ability are more likely than medium cognitive ability employees to leave voluntarily. With regard to jobs with low cognitive demands, our data are more consistent with a negative linear relationship between cognitive ability and voluntary turnover, such that higher cognitive ability employees are less likely to leave voluntarily. We also examine the role of job satisfaction, finding that job satisfaction is more strongly linked to voluntary turnover in jobs with high cognitive demands. (PsycINFO Database Record (c) 2010 APA, all rights reserved)