Organisational citizenship behaviours and effectiveness: An empirical study in two small insurance companies

Arménio Rego*, Miguel Pina E. Cunha

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

32 Citations (Scopus)

Abstract

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.

Original languageEnglish
Pages (from-to)541-554
Number of pages14
JournalService Industries Journal
Volume28
Issue number4
DOIs
Publication statusPublished - May 2008

Keywords

  • Insurance organisations
  • Organisational citizenship behaviours
  • Organisational effectiveness
  • Service quality

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