Improving Employees Discretionary Behaviour Role Of Employee Customer Orientation And Job Engagement | Gurjeet Kaur Sahi, Sarabjeet Kour Sudan & Tisha Singh

This study aims at examining the effect of employees customer orientation and job engagement on their discretionary job performance. In other words assessing organizational citizenship behaviour. Also, this study intends to highlight the moderating role played by job satisfaction, between job engagement and organizational citizenship behaviour. The study is based upon the responses obtained from managers and employees of private sector banks (n=101), operating in the northern part of India. The study shows that employees who are customer oriented and remain engaged with their job, display more citizenship behaviour. Moreover, it reveals that the interactive role of job engagement and job satisfaction helps in strengthening citizenship behaviour. The study contributes to the existing research by examining the factors that enhance employees citizenship behaviour, which lubricates the social machinery of the organization and ultimately, leads to its success and survival.