Intrinsic Motivation, Emotional Intelligence, and Perceived Organizational Citizenship Behavior among Employees in Service Organizations

Purpose This study aims to examine the relationships between personal (emotional intelligence, Dark Triad (DT), core self-evaluation and burnout) and situational variables (organizational justice) and organizational citizenship behavior (OCB) (supervisor report) and counterproductive work behavior (CWB) (self-report). Design/methodology/approach In total, 680 questionnaires were distributed to teachers in 20 Arab elementary schools in Northern Israel. Usable questionnaires were returned by 509 teachers (75%). The questionnaires covered emotional intelligence, DT, core self-evaluation, organizational justice, burnout, CWB and demographic characteristics. Their principals filled out questionnaires on the teachers’ in-role performance and OCB. Findings Results showed that CWB was mostly related to higher levels of psychopathy, lower levels of emotional intelligence (ability to use emotions) and higher levels of burnout (emotional exhaustion). OCB was related to higher levels of procedural justice, lower levels of burnout and higher levels of emotional intelligence. Practical implications Organizations should consider ways to reduce burnout, which may reduce CWB and increase perceptions of justice, thereby promoting OCB. Originality/value Two novel aspects are noteworthy. First, this study simultaneously examines both CWB and OCB to clarify the similarities and differences between them. Second, few studies have examined the correlates of CWB and OCB in Arab culture.

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Peran Organizational Citizenship Behavior sebagai Variabel Mediasi Pengaruh Emotional Intelligence terhadap Kinerja di Fakultas Ekonomi Universitas Negeri Surabaya

Jurnal Ilmu Manajemen ◽

10.26740/jim.v8n4.p1445-1454 ◽

2020 ◽

Vol 8 (4) ◽

pp. 1445

Author(s):

Inas Khildah Fatmawati ◽

Nurul Indawati

Keyword(s):

Emotional Intelligence ◽

Organizational Citizenship ◽

Organizational Citizenship Behavior ◽

Citizenship Behavior

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Emotions, Behavior, and the Mediating Role of Climate

Modern Applied Science ◽

10.5539/mas.v12n12p145 ◽

2018 ◽

Vol 12 (12) ◽

pp. 145

Author(s):

Taghrid S. Suifan

Keyword(s):

Emotional Intelligence ◽

Organizational Climate ◽

Organizational Citizenship ◽

Organizational Citizenship Behavior ◽

Mediating Effect ◽

Citizenship Behavior ◽

Pharmaceutical Companies ◽

Mediating Role ◽

Efficiency And Effectiveness ◽

The Impact

This study examined the impact of emotional intelligence on organizational citizenship behavior with organizational climate as the mediator, in the context of Jordanian pharmaceutical companies. The study addresses the gap in the research that examines the mediating effect organizational climate has on organizational citizenship behavior and emotional intelligence. Quantifiable data were collected using a survey questionnaire, and statistical analyses were performed, including correlation and regression analysis. This study indicates that organizational climate is of great importance in Jordanian pharmaceutical companies because it tended to promote efficiency and effectiveness among employees. Organizational climate mediates the relationship between emotional intelligence and organizational citizenship behavior; if emotionally intelligent employees are provided with a positive organizational climate, only then can they contribute positively towards organizational citizenship behavior. The study is helpful in understanding how organizational citizenship behavior has become a factor underlying job satisfaction. Therefore, Jordanian pharmaceutical companies should focus on developing a culture in which employees can achieve goals and feel satisfied.

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Rethinking Organizational Citizenship Behavior in Service Organizations: Its Nature and Conceptualization

10.1093/oxfordhb/9780190219000.013.32 ◽

2017 ◽

Author(s):

Anit Somech ◽

Anat Drach-Zahavy

Keyword(s):

Service Quality ◽

Service Delivery ◽

Organizational Citizenship ◽

Organizational Citizenship Behavior ◽

Service Organizations ◽

Citizenship Behavior ◽

Distinctive Features ◽

Service Characteristics ◽

The Common ◽

Unique Context

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.

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Exploring Emotional Intelligence at Work

Advances in Human Resources Management and Organizational Development - Handbook of Research on Organizational Culture and Diversity in the Modern Workforce ◽

10.4018/978-1-5225-2250-8.ch016 ◽

2017 ◽

pp. 346-363

Author(s):

Irem Metin Orta ◽

Selin Metin Camgoz

Keyword(s):

Emotional Intelligence ◽

Organizational Citizenship ◽

Organizational Citizenship Behavior ◽

Work Performance ◽

Well Being ◽

Citizenship Behavior ◽

Future Research ◽

Organizational Settings ◽

Work Related

Emotional intelligence is defined as the ability to perceive, understand, regulate, and use emotions. Organizational settings are now considered important arenas for the manifestation of human emotions. In order to establish long-term success, today's organizations continually emphasize the search for emotionally intelligent employees. This chapter provides a detailed overview of the current literature on emotional intelligence with respect to work-related attitudes, behaviors, and outcomes. In particular, it provides empirical evidence for the associations of emotional intelligence with job satisfaction, work performance, organizational commitment, organizational citizenship behavior, effective leadership, and well-being. This chapter also provides practical implications and suggestions for future research by addressing plausible moderators and mediators, which are related to emotional intelligence.

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