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

Arménio Rego, Miguel Pina e Cunha

Research output: Contribution to journalArticle

28 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
JournalService Industries Journal
Volume28
Issue number4
DOIs
Publication statusPublished - 1 Jan 2008

Keywords

  • organisational citizenship behaviours
  • organisational effectiveness
  • insurance organisations
  • service quality

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