Service-oriented citizenship behaviors: the effect of employees’ perception about internal service quality

Document Type : Research Paper

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Abstract

Having employees who are willing to behave beyond their official roles, is a key factor in delivering quality services to the recipient of the organization’s services. Because, in most service organizations, employees are in direct contact with recipients of services and therefore, the behavior and reactions of them, have a significant impact on peoples’ perceived quality of services that delivered by them. However, it should be considered that in the first step, the employees also are an internal customer and in the organization’s internal market, are recipients of the service. Thereby, their perception about the quality of service that delivered to them has an important impact on their organizational behaviors. Considering the importance of this issue, this research is to investigate the effect of employees’ perceived quality of internal services on their service-oriented citizenship behaviors. To do so, a sample consists of police organization’s officers in Bushehr city were selected and surveyed. Furthermore, the structural equation modeling was used to analyze the data. It was found that police officers’ perception about the internal service quality that delivered to them has a positive and significant effect on their service-oriented citizenship behaviors. Furthermore, it was cleared that understanding employees’ need by managers, appropriate internal communication, accessibility of managers for their employees and their courtesy to employees, respectively have more positive effect on employees’ citizenship behavior.

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Organizational Behaviour Studies Quarterly
Volume 4, Issue 2 - Serial Number 2
October 2015
Pages 163-143

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