Does Organizational Support Enhance the Organizational Citizenship Behavior in Service Industry with Moderating Role of Service Climate?

Abstract

This study shows that the organizational support and altruism play vital role in increasing the organizational citizenship behavior. In the service industry, service climate play moderator role where the individuals of the organization feel the high intensity of obligation to perform their duties. Employees contact directly with their customers and it is necessary for employees to perform the supportive and helping behavior to achieve the effectiveness of organization while delivering services. Results of this study are based on the conceptual theory. It indicates that the organizational support and altruism have positive impact on the citizenship behavior. In other words perceived organizational support and altruism increases the OCB in the moderating effect of service climate. This study also indicates that the intensity of the OCB depends on the service climate if it will be weak the OCB will be low and if it is high the OCB will be high. Its importance has increased in the service industries. Managerial implications are also discussed in this study.

Keywords: Organizational support, altruism, organizational citizenship behavior, service climate.