Exploring the influence of supportive supervisors on organisational citizenship behaviours: Linking theory to practice

Kaur, Kuldeep; Randhawa, Gurpreet

doi:10.1016/j.iimb.2021.03.012

Cited by 32 publications

(31 citation statements)

References 57 publications

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“…Nazeer et al (2014) reported that the teaching staff behavior promoted university goals in Pakistan. Kaura and Randhawa (2021) declared that supportive supervisors develop employees' job involvement and organizational ownership behavior. Moreover, most previous studies did not link the supervisor behavior and the internal customer care quality.…”

Section: The Literature Review 21 the Cognitive Dissonance Theorymentioning

confidence: 99%

“…Scholars also have linked the supervisor's behavior with job satisfaction and employees' performance (Hoobler & Brass 2006;Karatepe, 2014;Mathieu et al, 2016). Futhermore, Kashani (2020) and Kaura and Randhawa (2021) were examples of studies that linked employee behavior and employees' engagement. However, these studies did not link the supervisor's behavior with internal customer care and service quality.…”

Section: Introductionmentioning

confidence: 99%

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The Influence of Internal Customer Care Management on Service Quality - A Case of Kilombero Sugar Company Limited (KSCL) in Tanzania

Kupeni

Magali

2022

IJBLE

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The study examined the influence of internal customer care management on service quality at Kilombero Sugar Company Limited (KSCL). Specifically, the study assessed how the working environment, supervisor behavior, and serving employees contributed to service quality. The study employed an explanatory research design and the survey strategy to establish a relationship between variables. A structured questionnaire was engaged to collect data from a sample of 92 randomly selected respondents. The data were analyzed using descriptive and regression analysis. The results from descriptive and multiple regression analysis found that working environment, supervisor behavior, and serving employees' behavior positively and significantly (p< 0.05) promoted the service quality at KSCL. However, the descriptive analysis portrayed favoritism in service provision for both serving employees and supervisors as reported by 52.3% and 42.6% of respondents, respectively. The study recommends that KSCL provide training to all employees on the importance of good internal customer service. It should also improve the working environment and effective communication system. Finally, KSCL should ensure that the supervisors and employees provide service without favoritism.

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Section: The Literature Review 21 the Cognitive Dissonance Theorymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The Influence of Internal Customer Care Management on Service Quality - A Case of Kilombero Sugar Company Limited (KSCL) in Tanzania

Kupeni

Magali

2022

IJBLE

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“…According to the reciprocity norm of social exchange theory, employees are more likely to engage in OCB if they receive something favorable in return from their organization (Kaur and Randhawa, 2021). For instance, if employees perceive that their contributions are being considered valuable by the organization, then they will feel obligated to return the favor by exchanging positive behaviors which are beneficial for the organization (Dawley et al, 2008).…”

Section: Wa and Ocbmentioning

confidence: 99%

Good soldier syndrome. Do organizational cynicism and work alienation matter?

Singh

Randhawa

2021

EBHRM

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PurposeThe purpose of this study is to examine the impact of organizational cynicism (OCyn) on organizational citizenship behavior (OCB) among bank employees with a focus on the role of work alienation (WA) as a potential mediator.Design/methodology/approachUsing standardized questionnaire, data were collected from 381 employees working in the banking sector of Punjab, a northern state of India. Statistical techniques such as hierarchical multiple regression and confirmatory factor analysis along with PROCESS macro were used for data analysis.FindingsResults reveal that OCyn has a significant negative effect on OCB. Further, WA is found to be significantly partially mediating the relationship between the aforementioned constructs.Research limitations/implicationsThis study pertains to a single sector i.e., banking sector restricting the generalizability to other industrial and vocational settings. Further, it may be difficult to draw any causal inferences as the research design adopted for this study is cross-sectional in nature.Practical implicationsIn order to promote OCBs among bank employees, the formation of negative workplace attitudes such as OCyn and WA needs to be regulated. This can be achieved through improving communications network, encouraging participative decision-making activities, conducting psychological counseling and stress management training sessions.Originality/valueThis study is one of the scarce empirical research works that have substantiated the direct impact along with the indirect impact of OCyn (through work alienation) on OCB among bank employees.

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“…It would be fortunate if they get similar or higher scale, but the trend is usually negative, that is, people nd it di cult to get similar PayScale in their jumps. And the pandemic situation in 2020-2021, studies prove that both organization and employees are in two different extremes, whereby the former identi es to cut cost and latter wants to improve income (Kaur & Randhawa, 2021). Had there been a systematic rubric on xing salaries, these wouldn't have happened.…”

Section: Phenomenon Of Salarymentioning

confidence: 99%

“…The strategy in Apple Incorporation was not only to cultivate patriotism in the organization but was also to identify the priorities of the individual. The moment, when an individual's priorities were deliberated it makes employees see where they intersect with organizational goals (Kaur & Randhawa, 2021). The familiar management tool viz.…”

Section: Introductionmentioning

confidence: 99%

Intrinsic Value of Incentives Compared To Salaries: Can Organization Stop Paying Salaries?

Raju¹

2021

Preprint

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This research weighs significantly on challenging the present practice of compensation and rewards. Traditionally or conventionally, the organization reciprocates the gratitude to their employees in monetary terms. Non-monetary rewards being an exclusive section, it is not discussed in this research paper. Among the direct rewards, whether the companies should practice compensating their employees a fixed salary or pay only incentives for the tasks that are achieved? this question may not be welcomed by any employee as it touches the sensitive quotient. Nevertheless, organizations need to understand the right practice in the right era by implementing an intelligent framework. Equity Theory developed by Adams is laid as a foundation to encounter the present unfair reward system. Concurrent mixed-mode method research is done with 162 respondents (quantitative) and 15 respondents (qualitative). Multivariate analysis using SmartPLS 3.3.3 is executed to assess the measurement model and structural model to analyze the covariance between the constructs. The outcome of research claims that it is an ideal practice to implement task-based incentives in organizations rather than paying fixed salaries irrespective of the size or productivity of companies.

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Exploring the influence of supportive supervisors on organisational citizenship behaviours: Linking theory to practice

Cited by 32 publications

References 57 publications

The Influence of Internal Customer Care Management on Service Quality - A Case of Kilombero Sugar Company Limited (KSCL) in Tanzania

The Influence of Internal Customer Care Management on Service Quality - A Case of Kilombero Sugar Company Limited (KSCL) in Tanzania

Good soldier syndrome. Do organizational cynicism and work alienation matter?

Intrinsic Value of Incentives Compared To Salaries: Can Organization Stop Paying Salaries?

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