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Responding to Dissatisfaction

This article explores the concept of Organizational Citizenship Behavior (OCB), which encompasses actions that go beyond an employee's formal job duties. It emphasizes the significance of OCB in fostering cooperation, coordination, and a supportive workplace culture. The discussion also highlights how OCB can impact organizational performance and adaptability, particularly during significant changes. By examining various dimensions of OCB—including altruism and civic virtue—we illustrate its benefits and explore the factors that predict employees' willingness to engage in these extra-role behaviors.

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Responding to Dissatisfaction

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  1. Responding to Dissatisfaction • Would Michael Jordan… • Let an opponent make an easy basket? • Turn the ball over on purpose? • Why not?

  2. Responding to Dissatisfaction • What may happen to your definition of roles and obligations? • Narrowing toward explicit contractual obligations • Economic exchange: “this for that” • Exclusive focus on in-role performance

  3. Organizational Citizenship Behavior • Behaviors that • Go above and beyond the call of duty • Are not part of an employee’s job description & often are not explicitly rewarded • Are motivated by a desire to help the organization out of a sense of obligation • Contextual performance: “Extra-role” • Supports the broader organizational, social, and psychological environment • Bridges the gap between required job tasks and the needs of the organization

  4. OCB (cont.) Importance of OCB • Significant organizational change • Difficult to specify all of the required behaviors • Coordination and cooperation among employees is critical • Prevent work from falling through the cracks

  5. Dimensions of OCB • Altruism • Helping others • who have been absent • with work problems • with heavy work loads • Civic virtue • Attending and participating in voluntary meetings • Keeping up with developments

  6. Dimensions of OCB • Courtesy • Help someone prevent a problem • “heads up” • Sportsmanship • Tolerating inconveniences without whining • Conscientiousness • General conservation, not being wasteful

  7. Who benefits from OCB? • “An organization which depends solely on its blueprints of prescribed behavior is a very fragile system” • What factors predict OCB?

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