TY - JOUR
T1 - Organisational citizenship behaviours and effectiveness
T2 - An empirical study in two small insurance companies
AU - Rego, Arménio
AU - Cunha, Miguel Pina E.
PY - 2008/5
Y1 - 2008/5
N2 - The study relates six dimensions of organisational citizenship behaviours (OCB) at the branch level with several indicators of the effectiveness of 38 branches of two insurance companies. Results suggest that the branches where employees display more OCB are the most effective. These findings are discussed in the context of a scarcity of empirical studies on the topic, despite researchers' assumption that OCB enhances team and organisational effectiveness.
AB - The study relates six dimensions of organisational citizenship behaviours (OCB) at the branch level with several indicators of the effectiveness of 38 branches of two insurance companies. Results suggest that the branches where employees display more OCB are the most effective. These findings are discussed in the context of a scarcity of empirical studies on the topic, despite researchers' assumption that OCB enhances team and organisational effectiveness.
KW - Insurance organisations
KW - Organisational citizenship behaviours
KW - Organisational effectiveness
KW - Service quality
UR - http://www.scopus.com/inward/record.url?scp=47349110067&partnerID=8YFLogxK
U2 - 10.1080/02642060801917695
DO - 10.1080/02642060801917695
M3 - Article
AN - SCOPUS:47349110067
SN - 0264-2069
VL - 28
SP - 541
EP - 554
JO - Service Industries Journal
JF - Service Industries Journal
IS - 4
ER -