How organizational citizenship behaviors promote job performance: evidence from the aviation industry
Abstract
In the 21st century, the working environment is changing rapidly, and competition is fierce. In industries such as airlines, it is crucial to identify the factors that drive employee performance. This study aims to determine the elements of organizational citizenship behaviors (OCBs) that have an impact on work performance. A mixed research method was employed for the study, which collected survey data from 195 employees of ground service companies in Vietnam, including Saigon Ground Service Company (Sags), Vietnam Airport Ground Service Company (Viags), and Hanoi Ground Service Joint Stock Company (Hgs). The results revealed that five factors of OCBs affect job performance, ranked in descending order: (1) Voice-speaking up about concerns, (2) civic virtue, (3) conscientiousness, (4) courtesy, and (5) altruism. The study also proposed some implications for managers of ground service companies to enhance their employees’ job performance.
Keyword : organizational citizenship behaviors, job performance, social exchange theory, aviation
How to Cite
Vuong, B. N., Hieu, V. T., Lien, L. T. P., & Huyen, N. T. T. (2024). How organizational citizenship behaviors promote job performance: evidence from the aviation industry. Business: Theory and Practice, 25(2), 458–467. https://doi.org/10.3846/btp.2024.18543
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68(4), 653–663. https://doi.org/10.1037/0021-9010.68.4.653
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Van Dyne, L., Graham, J. W., & Dienesch, R. M. (1994). Organizational citizenship behavior: Construct redefinition, measurement, and validation. The Academy of Management Journal, 37(4), 765–802. https://doi.org/10.2307/256600
Van Dyne, L., & LePine, J. A. (1998). Helping and voice extra-role behaviors: Evidence of construct and predictive validity. Academy of Management Journal, 41(1), 108–119. https://doi.org/10.2307/256902
Vuong, B. N. (2022). The impact of human resource management practices on service-oriented organizational citizenship behaviors: Does positive psychological capital matter? Cogent Psychology, 9(1), Article 2080324. https://doi.org/10.1080/23311908.2022.2080324
Vuong, B. N., & Giao, H. N. K. (2020). The impact of perceived brand globalness on consumers’ purchase intention and the moderating role of consumer ethnocentrism: An evidence from Vietnam. Journal of International Consumer Marketing, 32(1), 47–68. https://doi.org/10.1080/08961530.2019.1619115
Wetzels, M., Odekerken-Schröder, G., & Van-Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: Guidelines and empirical illustration. MIS Quarterly, 33(1), 177–195. https://doi.org/10.2307/20650284
Yoon, D. J., Muir, C. P., Yoon, M. H., & Kim, E. (2022). Customer courtesy and service performance: The roles of self-efficacy and social context. Journal of Organizational Behavior, 43(6), 1015–1037.
Al-Mahasneh, M. A. (2015). The impact of organizational citizenship behavior on job performance at greater Amman municipality. European Journal of Business and Management, 7(36), 108–118.
Basu, E., Pradhan, R. K., & Tewari, H. R. (2017). Impact of organizational citizenship behavior on job performance in Indian healthcare industries. International Journal of Productivity and Performance Management, 66(6), 780–796. https://doi.org/10.1108/IJPPM-02-2016-0048
Blau, P. M. (1964). Exchange and power in social life. Wiley.
Brown, M., Kraimer, M. L., & Bratton, V. K. (2020). The influence of employee performance appraisal cynicism on intent to quit and sportsmanship. Personnel Review, 49(1), 1–18. https://doi.org/10.1108/PR-11-2017-0351
Campbell, J. P. (1990). Modeling the performance prediction problem in industrial and organizational psychology. In Handbook of industrial and organizational psychology (Vol. 1, 2nd ed., pp. 687–732). Consulting Psychologists Press.
Carlos, V. S., & Rodrigues, R. G. (2016). Development and validation of a self-reported measure of job performance. Social Indicators Research, 126(1), 279–307. https://doi.org/10.1007/s11205-015-0883-z
Cho, S., & Johanson, M. M. (2008). Organizational citizenship behavior and employee performance: A moderating effect of work status in restaurant employees. Journal of Hospitality & Tourism Research, 32(3), 307–326. https://doi.org/10.1177/1096348008317390
Coleman, V. I., & Borman, W. C. (2000). Investigating the underlying structure of the citizenship performance domain. Human Resource Management Review, 10(1), 25–44. https://doi.org/10.1016/S1053-4822(99)00037-6
Dekas, K. H., Bauer, T. N., Welle, B., Kurkoski, J., & Sullivan, S. (2013). Organizational citizenship behavior, Version 2.0: A review and qualitative investigation of OCBs for knowledge workers at google and beyond. Academy of Management Perspectives, 27(3), 219–237. https://doi.org/10.5465/amp.2011.0097
Demerouti, E., & Cropanzano, R. (2017). The buffering role of sportsmanship on the effects of daily negative events. European Journal of Work and Organizational Psychology, 26(2), 263–274. https://doi.org/10.1080/1359432X.2016.1257610
Dirican, A. H., & Erdil, O. (2016). An exploration of academic staff’s organizational citizenship behavior and counterproductive work behavior in relation to demographic characteristics. Procedia – Social and Behavioral Sciences, 235, 351–360. https://doi.org/10.1016/j.sbspro.2016.11.043
El-Kassar, A.-N., Yunis, M., Alsagheer, A., Tarhini, A., & Ishizaka, A. (2021). Effect of corporate ethics and social responsibility on OCB: The role of employee identification and perceived CSR significance. International Studies of Management & Organization, 51(3), 218–236. https://doi.org/10.1080/00208825.2021.1959880
Farh, J.-L., Zhong, C.-B., & Organ, D. W. (2004). Organizational citizenship behavior in the People’s Republic of China. Organization Science, 15(2), 241–253. https://doi.org/10.1287/orsc.1030.0051
Farooq, M., Farooq, O., & Cheffi, W. (2019). How do employees respond to the CSR initiatives of their organizations: Empirical evidence from developing countries. Sustainability, 11(9), Article 2646. https://doi.org/10.3390/su11092646
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable and measurment error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
Giao, H. N. K., & Vương, B. N. (2019). Graduate textbook of scientific research methodology in business: Updated SmartPLS. Financial Publishing House. https://doi.org/10.31219/osf.io/fkv4q
Giao, H. N. K., Vuong, B. N., & Tushar, H. (2020). The impact of social support on job-related behaviors through the mediating role of job stress and the moderating role of locus of control: Empirical evidence from the Vietnamese banking industry. Cogent Business & Management, 7(1), Article 1841359. https://doi.org/10.1080/23311975.2020.1841359
He, J., Zhang, H., & Morrison, A. M. (2019). The impacts of corporate social responsibility on organization citizenship behavior and task performance in hospitality. International Journal of Contemporary Hospitality Management, 31(6), 2582–2598. https://doi.org/10.1108/IJCHM-05-2018-0378
Hsiung, T.-L. (2014). The relationships among salary, altruistic behavior and job performance in the national basketball association. International Journal of Business and Social Science, 5(9), 193–198.
Katz, D., & Kahn, R. L. (1966). The social psychology of organizations. Wiley.
Liang, H.-L., & Yeh, T.-K. (2020). The effects of employee voice on workplace bullying and job satisfaction. Management Decision, 58(3), 569–582. https://doi.org/10.1108/MD-01-2019-0112
Liu, W., Zhu, R., & Yang, Y. (2010). I warn you because I like you: Voice behavior, employee identifications, and transformational leadership. The Leadership Quarterly, 21(1), 189–202. https://doi.org/10.1016/j.leaqua.2009.10.014
Mallick, E., Pradhan, R. K., Tewari, H. R., & Jena, L. K. (2014). Organizational citizenship behaviour, job performance and HR practices: A relational perspective. Management and Labour Studies, 39(4), 449–460. https://doi.org/10.1177/0258042X15578023
Mohammad, J., Habib, F. Q., & Alias, M. A. (2011). Job satisfaction and organisational citizenship behaviour: An empirical study at higher learning institutions. Asian Academy of Management Journal, 16(2), 149–165.
Moorman, R. H., & Blakely, G. L. (1995). Individualism-collectivism as an individual difference predictor of organizational citizenship behavior. Journal of Organizational Behavior, 16(2), 127–142. https://doi.org/10.1002/job.4030160204
Nejjari, Z., & Aamoum, H. (2020). The organizational citizenship behavior impact on the adaptive performance of Moroccan employees. International Journal of Organizational Leadership, 9(1), 214–226.
Ocampo, L., Acedillo, V., Bacunador, A. M., Balo, C. C., Lagdameo, Y. J., & Tupa, N. S. (2018). A historical review of the development of organizational citizenship behavior (OCB) and its implications for the twenty-first century. Personnel Review, 47(4), 821–862. https://doi.org/10.1108/PR-04-2017-0136
Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington Books/D. C. Heath and Com.
Organ, D. W. (1990). The motivational basis of organizational citizen ship behavior. In B. M. Staw & L. L. Cummings (Eds.), Research in organizational behavior (pp. 43–72). JAI Press.
Örtqvist, D. (2020). Performance outcomes from reciprocal altruism: A multi-level model. Journal of Small Business & Entrepreneurship, 32(3), 227–240. https://doi.org/10.1080/08276331.2019.1661616
Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26(3), 513–563. https://doi.org/10.1177/014920630002600307
Pradhan, R. K., & Jena, L. K. (2016). Employee performance at workplace: Conceptual model and empirical validation. Business Perspectives and Research, 5(1), 69–85. https://doi.org/10.1177/2278533716671630
Ramos-Villagrasa, P. J., Barrada, J. R., Fernández-del-Río, E., & Koopmans, L. (2019). Assessing job performance using brief self-report scales: The case of the individual work performance questionnaire. Journal of Work and Organizational Psychology, 35(3), 195–205. https://doi.org/10.5093/jwop2019a21
Robbins, S. P., & Judge, T. A. (2022). Essentials of organizational behavior. Pearson Education Limited.
Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68(4), 653–663. https://doi.org/10.1037/0021-9010.68.4.653
Sonnentag, S., & Frese, M. (2002). Performance concepts and performance theory. In Psychological management of individual performance (pp. 1–25). ResearchGate. https://doi.org/10.1002/0470013419.ch1
Van Dyne, L., Graham, J. W., & Dienesch, R. M. (1994). Organizational citizenship behavior: Construct redefinition, measurement, and validation. The Academy of Management Journal, 37(4), 765–802. https://doi.org/10.2307/256600
Van Dyne, L., & LePine, J. A. (1998). Helping and voice extra-role behaviors: Evidence of construct and predictive validity. Academy of Management Journal, 41(1), 108–119. https://doi.org/10.2307/256902
Vuong, B. N. (2022). The impact of human resource management practices on service-oriented organizational citizenship behaviors: Does positive psychological capital matter? Cogent Psychology, 9(1), Article 2080324. https://doi.org/10.1080/23311908.2022.2080324
Vuong, B. N., & Giao, H. N. K. (2020). The impact of perceived brand globalness on consumers’ purchase intention and the moderating role of consumer ethnocentrism: An evidence from Vietnam. Journal of International Consumer Marketing, 32(1), 47–68. https://doi.org/10.1080/08961530.2019.1619115
Wetzels, M., Odekerken-Schröder, G., & Van-Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: Guidelines and empirical illustration. MIS Quarterly, 33(1), 177–195. https://doi.org/10.2307/20650284
Yoon, D. J., Muir, C. P., Yoon, M. H., & Kim, E. (2022). Customer courtesy and service performance: The roles of self-efficacy and social context. Journal of Organizational Behavior, 43(6), 1015–1037.