Title: Assessing the mediating role of employee reciprocity in the link between organisational citizenship behaviour and key job attitudes

Authors: Dia Zeglat; Fayiz Shrafat; Jassim Al-Gasawneh

Addresses: Business School, The Hashemite University, P.O. Box 150459, Zarqa 13115, Jordan; College of Business Administration, Prince Sultan University, P.O. Box 66833, Riyadh 11586, Kingdom of Saudi Arabia ' Business School, The Hashemite University, P.O. Box 150459, Zarqa 13115, Jordan ' The Faculty of Business, Applied Science Private University, Amman, Jordan

Abstract: The aim of this paper is to test the impact of organisational citizenship behaviour (OCB) on some key job attitudes that emerged in the service profit chain (SPC) model. To do so, this paper added employee reciprocity (EMREC) which emerged within the social exchange theory (SET) as a mediating factor. Empirical data was collected from 201 service companies using a cross-sectional approach. Smart PLS software was used to check data reliability and validity and to test hypotheses for paths using a structural equation modelling approach. The study findings support the key assumptions of the SPC model by confirming the direct impact of OCB on customer-oriented behaviour (COB) and employee retention (EMPRE). More importantly, this study supported the assumed role of employee reciprocity as a mediator in the link between OCB and some other key job attitudes.

Keywords: service profit chain; SPC; social exchange theory; SET; organisational citizenship behaviour; employee reciprocity; customer-oriented behaviour; employee retention.

DOI: 10.1504/IJMP.2024.142035

International Journal of Management Practice, 2024 Vol.17 No.6, pp.669 - 688

Received: 19 Jun 2022
Accepted: 25 Oct 2023
Published online: 07 Oct 2024 *

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