Organizational citizenship behaviour as a factor influencing service delivery in an organization: the imperative of motivation

Abstract

Organizational growth, development and sustenance is determined by the extent the organization can provide quality service delivery to its customers. Organizational performance and employee productivity are judged by the level the organization satisfies its customers. Customer satisfaction is measured by how effectively and efficiently organizational service delivery is maintained in an organization. This study anchored in social exchange theory looked at organizational citizenship behaviour as a factor influencing service delivery, using the imperative of motivation to employees. Terms considered germane to this study are: organizational citizenship behaviour, service delivery, and imperative of motivational incentives as a correlate to organizational citizenship behaviour. The study concludes that although organizational citizenship behaviour is a discretionary service that employees render as an extra service to their organization freely, there is a need for organizations to adequately motivate such employees. The study recommends, therefore, that organizational citizenship behaviour should not be a stand-alone factor on the quest for quality service delivery in an organization. Motivations should also be considered as an important supporting tool to organizational citizenship behaviour as a prerequisite for maintaining and sustaining employee commitment to the provision of quality service delivery to the organization that employ them.