Organizational Citizenship Behaviors and Demographic Variables of Employees in Indian Business Process Outsourcing (BPO) Sector
Year: 2015
Type: preprint
Study design: Observational Study
Abstract: Organizational Citizenship Behavior (OCB) is a discretionary behavior other than what is prescribed in the job description of a particular employee. It takes a lot to go beyond one’s call of duty and whenever employees indulge in such behaviors, it brings tremendous benefits to the organization in terms of effectiveness, efficiency, success and even low attrition rate. With the transition of manufacturing industry to service industry, the business world has witnessed a change from traditional workers to knowledge workers. Many changes were observed in different aspects of workforce in terms of their demography, motivation, perceptions, expectations, etc. With these changes, their behavioral outcomes had also got affected. On these lines, the study is an attempt to assess the OCBs of employees with respect to their demographic levels in Indian Business Process Outsourcing (BPO) sector. Through stratified random sampling, a sample of 524 employees from top, middle and lower levels were selected from 15 BPO units in and around Chandigarh. It was hypothesized that employees’ organizational citizenship behaviors differ significantly with their demographic factors. Seven hypotheses were drawn on respective demographic factors, out of which four were accepted. The results revealed that OCBs of employees differ across different age groups, educational level, different marital status group, and across different levels of management. The future implications of the study were discussed in the light of empirical findings and in the context of retention issues in BPO sector.
Source: SSRN Electronic Journal
Authors: Sulakshna Dwivedi, Sanjay Kaushik, Luxmi
Institutions: Punjabi University, Panjab University
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1161620741