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Factors influencing service-oriented organizational citizenship behaviors among nurses

Teow, Jinq Phei (2017) Factors influencing service-oriented organizational citizenship behaviors among nurses. Masters thesis, Universiti Utara Malaysia.

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Abstract

The role of nurses as service personnel in delivering service to patients is important in the healthcare industry. In order to gain competitive advantage in a highly competitive market, an organization should enhance and stimulate the practice of Service-Oriented Organizational Citizenship Behaviors (SO-OCBs) among employees. The purpose of this study is to investigate the factors that affect SO-OCBs among nurses. A total number of 500 questionnaires were distributed to registered nurses in the state of Penang. However, only 443 questionnaires were usable for analysis. Correlation and regression analysis were conducted in analyzing the data. The findings exhibited that all of the independent variables (perceived organizational support, service climate, organizational service orientation, service commitment, and job satisfaction) are positively related to SO-OCBs. On the other hand, from the result of multiple regression analysis, it indicated that service climate is the strongest factor influencing SO-OCBs of nurses. Service-Oriented Organizational Citizenship Behaviors (SO-OCBs) is vital because it contributes to the overall success of the organization. Therefore, the management of the organization needs to examine the factors affecting SO-OCBs.

Item Type: Thesis (Masters)
Uncontrolled Keywords: SO-OCBs, perceived organizational support, service climate, organizational service orientation, service commitment, job satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor. > HD58.7 Organizational Behavior.
H Social Sciences > HF Commerce. > HF5549-5549.5 Personnel Management. Employment
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 24 Jul 2019 01:34
Last Modified: 24 Jul 2019 01:34
URI: http://etd.uum.edu.my/id/eprint/7309

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