The mediating effect of employee's commitment in the relationship between organizational service orientation, job satisfaction and service oriented organizational citizenship behaviour

Organizational citizenship behaviour is important to organisations because it helps to
promote organisational effectiveness and efficiency without the need for formal
organisational resources. Hence, this study aims to examine the influence of organizational
service orientation and employees’ job satisfaction on service-oriented organizational
citizenship behavior (SOOCB) with the mediating role of service employee commitment. A
research framework was established based on existing literature to test the relationship
among these variables. Social Exchange Theory was employed to explain the relationship
between the studied variables. In order to empirically test the research framework of this
study, data were collected by employing a survey instrument. A total of 387 employees in
the agricultural service sector was selected using simple random sampling technique. Data
collected was analysed using the Statistical Package for Social Science (SPSS). The
empirical results revealed that organizational service orientation, job satisfaction and
service employee commitment positively influenced employees’ service oriented
organizational citizenship behaviour. In addition, it was found that service employee
commitment mediates both the relationship between organizational service orientation and
job satisfaction with service-oriented organizational citizenship behaviour. The results provide insights for managers to provide avenues for employees in delivering quality
service to customers. The findings also suggested that employees with a strong sense of
belonging as well as being emotionally attached to their organization will contribute to the
excellence of the organization's service delivery. Given the growth of services in the
agricultural sector, this study provides scholars and practitioners with suggestions and
recommendations on how SOOCB can be encouraged in service settings.