Job Resources As Organisational Support, Organisational Citizenship Behaviour And Customer Satisfaction: Some Evidences Of Linkage | Mushtaq A Siddiqi

The concept of organisational support continues to receive considerable attention from research scholars and business professionals in developed countries. However, very little or no such research has focused on understanding the complex relationship between various dimensions of organisational support and organisational performance in a developing country like India. In order to plug the gap the present study has been conducted in Indian service sector with samples from its four prestigious banks. The study that matches perceptions from both the frontline employees and their customers, reveals that some job resources as elements of organisational support like servant leadership, rewards, supportive technology, and supervisory support, exert its impact on several employee organisational citizenship behaviours (sportsmanship, civic virtue, conscientiousness and altruism) as well as direct impact on customer satisfaction. The empirical results also report indirect effects of organisational support on customer satisfaction via the employee organisational citizenship behaviours (OCB). These employee OCBs are found effective mediators thus linking positive effects of organisational support to customer satisfaction.