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date: 13 November 2019

Abstract and Keywords

This chapter focuses on the phenomenon of organizational citizenship behavior (OCB) in the context of service organizations. Specifically, our aim was to challenge the common approach to OCB by delineating the unique characteristics of service organizations. The chapter begins by capturing the distinctive features of services: their intangibility, inseparability, and heterogeneity. Next, we argue that these characteristics compel service organizations to rely primarily on their employees’ OCBs. Paradoxically, the more committed managers are to service delivery, the less control they have over service quality compared with their counterparts in manufacturing. We then discuss how service characteristics shape the nature of OCB in this unique context and propose an integrated typology for better understanding OCB in service organizations.

Keywords: service organizations, OCB, emotion-oriented citizenship behavior, ECB, customer service

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