Assessing the mediating role of employee reciprocity in the link between organisational citizenship behaviour and key job attitudes

Dia Zeglat, Fayiz Shrafat and Jassim Al-Gasawneh

International Journal of Management Practice, 2024, vol. 17, issue 6, 669-688

Abstract: The aim of this paper is to test the impact of organisational citizenship behaviour (OCB) on some key job attitudes that emerged in the service profit chain (SPC) model. To do so, this paper added employee reciprocity (EMREC) which emerged within the social exchange theory (SET) as a mediating factor. Empirical data was collected from 201 service companies using a cross-sectional approach. Smart PLS software was used to check data reliability and validity and to test hypotheses for paths using a structural equation modelling approach. The study findings support the key assumptions of the SPC model by confirming the direct impact of OCB on customer-oriented behaviour (COB) and employee retention (EMPRE). More importantly, this study supported the assumed role of employee reciprocity as a mediator in the link between OCB and some other key job attitudes.

Keywords: service profit chain; SPC; social exchange theory; SET; organisational citizenship behaviour; employee reciprocity; customer-oriented behaviour; employee retention. (search for similar items in EconPapers)
Date: 2024
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