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Organizational Citizenship Behaviors: Their Relationship to Organizational Effectiveness

West Chester University, Pennsylvania, swalz{at}wcupa.edu

Brian P. Niehoff

Kansas State University, niehoff{at}ksuvm.ksu.edu

Organ’s organizational citizenship behavior (OCB) model implies that aggregate citizenship behaviors improve organizational effectiveness. This study investigated relationships between OCBs and organizational effectiveness indicators in limited-menu restaurants. Citizenship behaviors were associated with lower food cost percentages, increased revenue to full-time equivalent, perceived company quality, operating efficiency, customer satisfaction, and fewer customer complaints. Developing a work environment that promotes OCB performance may enhance a manager’s personal productivity and success as well as the organization’s effectiveness.

Key Words: organizational citizenship behavior • organizational effectiveness • extra-role behavior

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