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A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors.
J Appl Psychol. 2001 Feb; 86(1):29-41.JA

Abstract

Attitude, personality, and customer knowledge antecedents were compared in their predictive ability of 3 service-oriented forms of employee organizational citizenship behaviors (OCBs): loyalty, service delivery, and participation. For the 1st study, 236 customer-contact employees provided data concerning their OCBs and the attitude, personality, and knowledge antecedents. The 2nd investigation relied on data provided by 144 contact employees from a network of university libraries. Using hierarchical regression in both studies, the authors found that each of the 3 types of service-oriented OCBs was best predicted by different subsets of the antecedents. Job attitudes accounted for the most unique variance in loyalty OCBs, personality accounted for the most unique variance in service delivery OCBs, and customer knowledge and personality jointly were the best predictors of participation OCBs.

Authors+Show Affiliations

Bettencourt LA
Department of Marketing, Indiana University, Bloomington 47405, USA. lbettenc@indiana.edu
Gwinner KP
No affiliation info available
Meuter ML
No affiliation info available

MeSH

AdultAttitudeBehaviorCognitionFemaleHumansJob SatisfactionMaleMiddle AgedOrganizational PolicyPersonalityWork

Pub Type(s)

Comparative Study
Journal Article

Language

eng

PubMed ID

11302230

Citation

Bettencourt, L A., et al. "A Comparison of Attitude, Personality, and Knowledge Predictors of Service-oriented Organizational Citizenship Behaviors." The Journal of Applied Psychology, vol. 86, no. 1, 2001, pp. 29-41.
Bettencourt LA, Gwinner KP, Meuter ML. A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. J Appl Psychol. 2001;86(1):29-41.
Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. The Journal of Applied Psychology, 86(1), 29-41.
Bettencourt LA, Gwinner KP, Meuter ML. A Comparison of Attitude, Personality, and Knowledge Predictors of Service-oriented Organizational Citizenship Behaviors. J Appl Psychol. 2001;86(1):29-41. PubMed PMID: 11302230.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. AU - Bettencourt,L A, AU - Gwinner,K P, AU - Meuter,M L, PY - 2001/4/17/pubmed PY - 2001/6/22/medline PY - 2001/4/17/entrez SP - 29 EP - 41 JF - The Journal of applied psychology JO - J Appl Psychol VL - 86 IS - 1 N2 - Attitude, personality, and customer knowledge antecedents were compared in their predictive ability of 3 service-oriented forms of employee organizational citizenship behaviors (OCBs): loyalty, service delivery, and participation. For the 1st study, 236 customer-contact employees provided data concerning their OCBs and the attitude, personality, and knowledge antecedents. The 2nd investigation relied on data provided by 144 contact employees from a network of university libraries. Using hierarchical regression in both studies, the authors found that each of the 3 types of service-oriented OCBs was best predicted by different subsets of the antecedents. Job attitudes accounted for the most unique variance in loyalty OCBs, personality accounted for the most unique variance in service delivery OCBs, and customer knowledge and personality jointly were the best predictors of participation OCBs. SN - 0021-9010 UR - https://www.unboundmedicine.com/medline/citation/11302230/A_comparison_of_attitude_personality_and_knowledge_predictors_of_service_oriented_organizational_citizenship_behaviors_ DB - PRIME DP - Unbound Medicine ER -