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A study of organizational citizenship behaviors in a retail setting

机译：对零售环境中组织公民行为的研究

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This study investigates the potential antecedents of organizational citizenship behaviors (OCBs) in a retail setting. Much remains unknown about the factors affecting OCBs in retail settings. Several characteristics of retail jobs, as compared with other organizational behavior contexts, suggest the need to examine antecedents of OCBs. Job attitudes (job satisfaction and organizational commitment) are proposed as direct predictors of OCBs. Leadership support, professional development, and empowerment are posited as indirect predictors of OCBs and direct predictors of job attitudes. The possible moderating impacts of employee demographics and job types on the modeled relationships are also examined. The research hypotheses are tested using data collected from 211 frontline employees who work in a retail setting. The employees have customer-contact roles in the upscale food and grocery retailer that participated in the study. The pattern of results is more complex than hypothesized. Job attitudes are related to OCBs but the mediating role of job attitudes is not supported. The relationships between leadership support, professional development, and empowerment, and OCBs and job attitudes differ systematically. Evidence of how employee demographics can alter the modeled relationships is also presented. The findings have significant implications for the theory and practice of managing frontline employees. Limitations of the study are discussed and a program of further research is sketched.
机译：这项研究调查了零售环境中组织公民行为（OCB）的潜在前提。关于在零售环境中影响OCB的因素，目前仍然未知。与其他组织行为环境相比，零售工作的几个特征表明需要检查OCB的前提。建议将工作态度（工作满意度和组织承诺）作为OCB的直接预测指标。领导支持，专业发展和赋权被认为是OCB的间接指标和工作态度的直接指标。还研究了员工人口统计和工作类型对建模关系可能产生的影响。使用从211位在零售环境中工作的前线员工收集的数据来检验研究假设。员工在参与研究的高档食品和杂货零售商中担任客户联系角色。结果的模式比假设的要复杂。工作态度与OCB有关，但不支持工作态度的中介作用。领导支持，专业发展和授权之间的关系以及OCB和工作态度之间存在系统性差异。还提供了有关员工人口统计信息如何改变建模关系的证据。这些发现对一线员工管理的理论和实践具有重要意义。讨论了研究的局限性，并草拟了进一步的研究计划。

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