Is organizational citizenship behavior an attractive behavior for managers? A Kano model approach

Abstract

Purpose – Literature review indicates lack of using the Kano model in organizational behavior domain and managers’ satisfaction. The purpose of this paper is to propose a Kano-based model for managers’ satisfaction. Design/methodology/approach – In order to examine one of the proposed behaviors in this model, the role of employees’ organizational citizenship behavior (OCB) as an attractive behavior, has been investigated. The statistical population includes managers of the Isfahan’s financial service industries. After distributing questionnaires, 224 accurate questionnaires have been used for data analysis. In designing the survey questionnaire, the OCB questionnaire developed by Podsakoff et al. (1990) and Bell and Menguc (2002) has been used. For each of the OCB dimensions, some questions have been initially designed; then after collecting data, by using Kano evaluation table, the behavior types have been determined. Findings – Findings imply that by using the Kano model, five types of behaviors, i.e. must-be, one-dimensional, attractive, indifferent, and reverse can be identified. The findings related to case study also indicate that out of five dimensions of OCB, three dimensions of altruism, sportsmanship, and civic virtue are located in Attractive category; the courtesy dimension is located in must-be category; the conscientiousness dimension is located in one-dimensional category; and in reverse category, no dimension is located. In general, OCB is located in attractive category. Research limitations/implications – By using the results of this survey, a new classification of employees’ behaviors types can be suggested. The results of this study can help employees in understanding what kind of their behaviors causes managers’ satisfaction. Originality/value – The results of this study have an important contribution in the literature of the Kano model and OCB.

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“…OCB has few targets, one of these targets is the party which is an individual behavior destination, for instance, the other individuals namely colleagues (Podsakoff et al, 2009). OCB form directed to colleagues can be in various ways, for example, helping the colleagues in trouble, reducing interpersonal conflicts, giving support, information, and solution from the related to the problem (Salehzadeh et al, 2015), showing care and willing to listen to colleagues' problem (Williams & Anderson, 1991).…”

Standardize Strawberry Crops by Applying the Quality Function Deployment in Huaura, Perú

“…As we can see in Figure 2 there is a strong relation between client satisfaction and the state of satisfaction. This are mainly related to external factors and basic factors [10].…”

Impact of Transformational Leadership on Organizational Citizenship Behavior (OCB): Mediating effect of Psychological Empowerment: A study on Apparel Sector Sri Lanka

“…Also he defined that OCB is a manner that individual behave is a flexible nature that is not involved in the employee's official job description, but employee contributes to the organization towards its success (Organ, 1988). According to Chen and Kao (2012 cited in Salehzadeh, Shahin, Kazemi, & Barzoki, 2015) OCB is defined as the extra role and pro social behaviors of the employees.…”