(Luận văn) organizational culture and organizational citizenship behavior in the service industry

UNIVERSITY OF ECONOMICS HO CHI MINH CITY t to International School of Business ng hi ep w n ad lo yi u yj th Nguyen Hoang Van pl n ua al n va ORGANIZATIONAL CULTURE AND ORGANIZATIONAL CITIZENSHIP BEHAVIOR IN THE SERVICE INDUSTRY m ll fu t n oi z z j ht vb k m MASTER OF BUSINESS (Honours) gm om l.c an Lu n va y te re Ho Chi Minh City – Year 2012 UNIVERSITY OF ECONOMICS HO CHI MINH CITY t to International School of Business ng hi ep w n ad lo yi u yj th Nguyen Hoang Van pl n ua al n va ORGANIZATIONAL CULTURE AND ORGANIZATIONAL CITIZENSHIP BEHAVIOR IN THE SERVICE INDUSTRY m ll fu t n oi z z j ht vb k m ID: 60340102 gm om l.c MASTER OF BUSINESS (Honours) an Lu SUPERVISOR: Dr Nguyen Huu Lam n va y te re Ho Chi Minh City – Year 2012 ACKNOWLEDGEMENTS t to This thesis could not have been completed without the support, guidance and ng hi encouragement of many people ep First of all, I would like to express my genuine appreciation to my supervisor, Dr w Nguyen Huu Lam, for the precious time of countless advice and sharing his wisdom n ad lo of knowledge and experience in every stage of my study I could not have u yj th completed this research without his teaching, support and assistance yi I would also like to thank the committee members, Dr Nguyen Dinh Tho, Dr pl Nguyen Dong Phong, Dr Tran Ha Minh Quan, Dr Nguyen Thi Mai Trang and Dr n ua al Nguyen Thi Nguyet Que Thanks for their advice, willingness to help and insightful va comments I am thankful to all staffs of International School of Business for their n support and help during the last two years as well as their experience sharing There fu m ll are also a lot of other professors, classmates, colleagues and friends who supported t n oi me in the long journey of my graduate study Lastly, I owe a great gratitude to my family I could not have completed this z z achievement without their continued support and encouragement vb j ht Ho Chi Minh City, December 31st, 2012 k m gm om l.c Nguyen Hoang Van an Lu n va y te re Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page i ABSTRACT t to ng Research on organizational citizenship behavior (OCB) has received considerable hi ep attention over the past several decades OCB is defined as the discretionary contributions of employees that beyond a job description and not formally result w in reward Previous research have identified a wide range of antecedents of OCB, n attitudinal variables (e.g., satisfaction, perceptions of justice, ad lo including u yj th organizational commitment), individual characteristics (e.g., conscientiousness, agreeableness, positive affectivity) and elements within the organization (e.g., yi leadership, organizational supportiveness, task characteristics) The purpose of pl n ua al current study is finding out the correlation between organizational culture and OCB The research was done by quantitative approach Data was collected from 342 va n respondents who are employees from service companies in Ho Chi Minh City A fu m ll two-step approach in SEM was employed to analyze the data Confirmatory factor n oi analysis (CFA) was used to validate the measurement scale of organizational t culture and organizational citizenship behavior And structural equation model z (SEM) was used to measure the influence of organizational culture on OCB as well z j ht vb as measure the impact of each dimensions of organizational culture on OCB k m The statistical result identified that organizational culture has a positive impact on gm OCB Among seven dimensions of organizational culture, three dimensions affected positively on OCB: Competitiveness, Performance Orientation and Stability; four om l.c remain dimensions Social Responsibility, Innovation, Supportiveness and Emphasis an Lu on Reward did not impact on OCB Based on result of data analysis, managerial implications have been discussed; va n limitations and further research directions have also been indicated y te re Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page ii TABLE OF CONTENTS t to ng hi ACKNOWLEDGEMENTS ep ABSTRACT w n TABLE OF CONTENTS ad lo u yj th LIST OF TABLES LIST OF FIGURES yi pl n ua al CHAPTER I: INTRODUCTION BACKGROUND I.2 RESEARCH OBJECTIVE I.3 RESEARCH QUESTIONS I.4 SCOPE OF THE STUDY I.5 THESIS STRUCTURE n va I.1 m ll fu t n oi z z vb CHAPTER II: LITERATURE REVIEW j ht ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB) m II.1 Definition of Organizational citizenship behavior (OCB) II.1.2 The roots of OCB within organizational theory II.1.3 The development of the concept of OCB 10 II.1.4 OCB Dimensions: 12 II.1.5 Antecedents and Consequences of OCB 15 gm om l.c an Lu ORGANIZATIONAL CULTURE 16 n va II.2 k II.1.1 II.2.2 Levels of organizational culture 18 II.2.3 Dimensions and types of organizational culture 19 Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page iii y te Definition and the importance of organizational culture 16 re II.2.1 (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry t to II.3 RESEARCH HYPOTHESIS: 23 II.4 MODEL 25 ng hi ep CHAPTER III: RESEARCH METHODOLOGY 26 III.1 CONSTRUCT MEASUREMENT AND QUESTIONNAIRE 26 w n III.1.1 Questionnaire 26 lo ad III.1.2 Construct measurement 26 u yj th III.2 DATA COLLECTION AND SAMPLING 29 yi III.3 DATA ANALYSIS 30 pl n ua al CHAPTER IV: DATA ANALYSIS 32 va IV.1 ANALYSIS RESULTS 32 n IV.2 DESCRIPTIVE ANALYSIS 32 fu m ll IV.3 CHECK THE RELIABILITY OF MEASUREMENT SCALE BY CRONBACH’S ALPHA 33 n oi t IV.4 CONFIRMATORY FACTOR ANALYSIS (CFA) 35 z IV.5 STRUCTURAL EQUATION MODEL ANALYSIS 45 z j ht vb IV.4.1 Estimate the casual relationship between OC and OCB …………46 IV.4.2 Measure the impact of each dimension of OC on OCB 47 k m gm V.1 om l.c CHAPTER V: DISCUSSION, IMPLICATION, LIMITATION AND SUGGESTION FOR FUTURE RESEARCH 52 DISCUSSION AND IMPLICATION 52 Lu Discussion 52 V.1.2 Implication 53 an V.1.1 Limitations and further research directions 56 Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page iv (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry y te V.2.2 re Contribution of the study 55 n V.2.1 va V.2 CONTRIBUTION, LIMITATION AND SUGGESTIONS FOR FURTHER RESEARCH 55 (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry REFERENCES t to APPENDICES ng hi ep Appendix A: Questionnaire i Appendix B: Regression Weights and Standardized Regression Weights of Model w n (Standardized Estimates) ix ad lo yi u yj th pl n ua al n va m ll fu t n oi z z j ht vb k m gm om l.c an Lu n va y te re Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page v (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry LIST OF TABLES t to Table 3.1: Organizational Culture measurement scale 27 ng hi ep Table 3.2: Organizational Citizenship Behavior measurement scale 28 Table 3.3: Key goodness-of-fit indices (Byrne, 2001 and Kline, 2005) 31 w n ad lo Table 4.1: Descriptive Analysis of respondents 33 u yj th Table 4.2: Cronbach’s alpha of measurement scale 35 yi Table 4.3: Goodness-of-fit Indices of CFA with Organizational Culture construct 38 pl n ua al Table 4.4: Standardized Confirmatory Factor Analysis Coefficients, Construct Reliability and Average Variance Extracted (Organizational Culture) 40 va n Table 4.5: Regression Weight and Standardized Regression Weight – CFA with fu m ll OCB construct 42 n oi Table 4.6: Goodness-of-fit Indices of CFA with OCB construct 43 t Standardized Confirmatory Factor Analysis Coefficients, Construct z Table 4.7: z j ht vb Reliability and Average Variance Extracted (Organizational Citizenship Behavior) 44 k m gm Table 4.8: OC and OCB scale 45 om l.c Table 4.9: Regression Weight and Standardized Regression Weight – SEM 47 an Lu Table 4.10: Regression Weight and Standardized Regression Weight – SEM 49 n va Table 4.11: Regression Weight and Standardized Regression Weight – SEM 50 y te re Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page vi (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry LIST OF FIGURES t to Figure 2.1: There levels of organizational culture Adapted from Organizational ng hi Culture and Leadership by Schein, E.H (3rd ed.), 2004, San Francisco, CA: ep Josses-Bass, Inc 18 Figure 2.2: The Competing Values Framework Quadrant Adapted from Diagnosing w n and changing organizational culture by Cameron, K.S., & Quinn, R.E., ad lo 1999 Reading, MA: Addison-Wesley 20 u yj th Figure 2.3: Dimensions of Organizational Culture Profile (OCP) Adapted from People and Organizational Culture: A Profile Comparison Approach to yi pl Assessing Person-Organization Fit by O’Reilly, Charles A.III, Chatman, J., n ua al & Caldwell, D.F.,1991 Academy of Management Journal 34, 487-516 22 Figure 2.4: A conceptual model 25 n va m ll fu Figure 4.1: CFA with Organizational Culture construct 37 t n oi Figure 4.2: Revised CFA – CFA with organizational culture construct 39 Figure 4.3: CFA with Organizational Culture construct 41 z z j ht vb Figure 4.4: Revised CFA – CFA with OCB construct 43 k m Figure 4.5: Structural Equation Model (SEM 1) 46 gm Figure 4.6: Structural Equation Model (SEM 2) 48 om l.c Figure 4.7: Structural Equation Model (SEM 3) 50 an Lu n va y te re Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page vii (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry Chapter I: Introduction CHAPTER I t to ng INTRODUCTION hi ep This chapter presents general information about organizational citizenship behavior w and the importance of developing organizational citizenship behavior in the n ad lo organization The research objective, research questions and scope of the study are also discussed in this chapter u yj th I.1 BACKGROUND yi pl Utilizing current resources is one of the factors for the success in any organization n ua al In order to achieve the highest utilization, managers should understand the different types of individual behavior inside the organization McShane and Von Glinow va n (2008) discussed types of work-related behaviors They are: m ll fu - Task performance z vb - Maintaining Work Attendance z - Joining and Staying in the Organization t - Counterproductive Work Behavior n oi - Exhibiting Organizational Citizenship j ht While other positive behaviors are related directly to the employee’s productivity m k within his role, organizational citizenship behavior (OCB) focuses on extra gm activities performed by the employee beyond his formal duties OCB as definition is om l.c a type of organizational behavior that goes beyond existing role expectations (Organ, Podsakoff & MacKenzie, 2006) OCB includes positive and constructive an Lu behaviors that employees by their own volition, which supports co-workers and benefits the company Typically, employees who frequently engage in OCB may the introduction of the term Organizational Citizenship Behavior by Organ and his Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry y te satisfactory job The study of OCB dates back several decades Since 1980s, with re extra mile” or “go above and beyond” the minimum efforts required to a merely n va not always be the top performers but they are the ones who are known to “go the (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry Davis, T., & Landa, M (2000) Changing dynamics: How workforce culture can t to boost corporate performance CMA Management, 74(10), 26 ng Daft, R.L (2009) Organization theory and design Mason 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Only if the n ua al process is fair Annual Meeting Academic Management, 6(3), 227-238 McMillan, J H., & Schumacher, S S (1997) Research in Education: A Conceptual va n Introduction New York: Longman fu n oi Boston: McGraw-Hill m ll McShane, S.L & Von Glinow, M.A (2008) Organizational Behavior (4th ed.) t Mohanty, J & Rath, B (2012) Influence of organizational culture on organizational citizenship behavior: A three-sector study Global Journal of z (1991) Relationship between organizational j ht R vb Moorman, z business research, 6(1), 65-76 justice and k m organizational citizenship behavior: Do fairness perceptions influence gm employee citizenship Journal of Applied Psychology, 76(6), 845-855 om l.c Mowday R.T., Poter, L.M., Steers, R.M (1982) Employee-Organization Linkages: The Psychology of Commitment, Absenteeism and Turnover Academic an Lu Press, New York, NY Munro, D., Schumaker, & Carr, S (1997) Motivation and Culture, New York, NY: selling context Journal of Marketing, 61(3), 85-98 Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page 60 (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry y te into the antecedents of organizational citizenship behaviors in the personal re Netemeyer, R., Boles, J., McKee, D & & McMurrian, R (1997) A investigation n va Routledge (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry Nunnally, J.C (1978) Psychometric theory (2nd ed.) New York: McGraw-Hill t to O’Reilly, Charles A.III, Chatman, J., & Cadlwell, D.F (1991) People and ng Organizational Culture: A Profile Comparison Approach to Assessing hi ep Person-Organization Fit Academy of Management Journal 34(3), 487-516 Organ, D.W (1988) Organizational Citizenship Behavior: The good soldier w n syndrome Lexington, MA: Lexington lo ad Organ, D.W & Ryan, K (1995) A meta-analytic review of attitudinal and u yj th dispositional predictors of organizational citizenship behavior Performance psychology, 48(4),775-802 yi pl Organ, D W (1997) Organizational citizenships behavior: It's construct cleanup n ua al time Human Performance, 10, 85-97 Organ, D W., Podsakoff, P.M., MacKenzie, S.B (2006) Organizational va n Citizenship Behavior It’s nature, antecedents and consequences Thousand m ll fu Oaks, California: Sage n oi Podsakoff, P.M., MacKenzie, S B., Paine, J B & Bachrach, D G (2000) t Organizational Citizenship Behavior: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research Journal of z z Management 26(3), 513-563 vb j ht Podsakoff, N.P., Whiting, S.W., Podsakoff, P.M., & Blume, B.D (2009) Individual k m and organizational level consequences of organizational citizenship gm behavior: A meta-analysis Journal of Applied Psychology, 94(1), 122-141 Management Journal, 62(2), 4-7 om l.c Recardo, R., & Jolly, J (1997) Organizational culture and teams SAM Advanced ed.) Cambridge, Masssachusetts: Harvard University Press an Lu Roethlisberger, F.J & Dickson, W.J (1964) Management and the worker (13th Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page 61 (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry y te Management, 30(1), 159-182 re revisited and revised: An Australian perspective Business and Economics n va Sarros, J.C., Gray, J.H & Densten, I.L (2005) The organizational culture profile (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry Schappe, S.P (1998) The influence of job satisfaction, organizational commitment, t to and fairness perceptions on organizational citizenship behavior Journal of ng Psychology, 132(3), 277-290 hi ep Schein, E H (1990) Organizational culture American Psychologist, 45(2), 109- 119 w n Schein, E H (2004) Organizational Culture and Leadership (3rd ed.) San ad lo Francisco, CA: Jossey-Bass, Inc u yj th Smith C.A, Organ, D.W., & Near, J.P (1983) Organizational citizenship behavior: Its nature and antecedents Journal of Applied psychology, 68, 655-663 yi pl Tepper, B.J., & Taylor, E.C (2003) Relationship among supervisors’ and n ua al subordinates’ procedural justice perceptions and organizational citizenship behavior Academic Management Journal, 46(1), 97-105 va n Van Dyne, L., Graham, J.W & Dienesch, R.M (1994) Organizational citizenship fu m ll behavior; construct redefinition, measurement and validation Academic n oi Management Journal, 37(4), 765-802 t Williams, L.J., & Anderson, S.E (1991) Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role z z behaviors, Journal of Management, 17, 601-617 vb j ht Yang, F.H., Chang, C.C (2007) Emotional labor, job satisfaction and k m organizational commitment amongst clinical nurses: A questionnaire Retrieved from gm survey om l.c http://search.proquest.com/docview/201563641?accountid=63189 Zabihi, M., Hashemzehi, R & Hashemzehi, E (2012) A comprehensive model for Business Management 6(23), an Lu development of organizational citizenship behavior, African Journal of 6924-6938 n va y te re Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page 62 (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry APPENDICES t to ng APPENDIX A: QUESTIONNAIRE hi ep Dear participants, w I am studying MBUS, a Master program in English of University of Ho Chi Minh n ad lo City I would like to invite you to participate in a study: “Analysis the influence of organizational culture on organizational citizenship behavior in service industry” u yj th As you know, employees nowadays are the most valuable asset in the company yi especially employees who have discretionary behaviors because they contribute a pl n ua al lot to the company such as work more than job description, assist their colleagues and always pay attention to the image as well as the development of the company n va Thus, there is a need to identify antecedents that may affect to organizational m ll fu citizenship behavior Organizational culture is considered as one of the antecedents The objective of this study is to find the relationship between organizational culture n oi and organizational citizenship behavior Please kindly support to fulfill and t response all the statements and questions as below There is no right or wrong z answers to any questions The “right” answer is your frank and truthful response z vb j ht Your response will be kept completely confidential Only the aggregate data will be k m reported If you are interested in, the result of research will be sent for your gm reference om l.c SECTION 1: an Lu The following statements describe your organization, your attitude and behavior toward job-related regarding the organization you currently work for For each, re y te marking the appropriate number on the scale Organizational Culture and Organizational Citizenship Behavior in the Service Industry n va please indicate the extent to which you agree/ disagree with the statement by Page i (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry Strongly Somewhat t to Disagree Disagree Disagree ng hi (1) (2) Somewhat Neutral (3) Strongly Agree Agree Agree (5) (6) (7) (4) ep w n ad lo yi u yj th pl n ua al n va m ll fu 2 3 4 5 6 7 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 6 6 6 6 6 6 6 6 6 6 6 6 6 7 7 7 7 7 7 7 7 7 7 7 7 7 t n oi 1 z z j ht vb k m gm om l.c an n va y te re Organizational Culture and Organizational Citizenship Behavior in the Service Industry Lu Achievement orientation An emphasis on quality Being distinctive-being different from others Being competitive Being reflective Having a good reputation Being socially responsible Having a clear guiding philosophy Being team oriented Sharing information freely Being people oriented Collaboration Being innovative Quick to take advantage of opportunities Risk taking Taking individual responsibility Fairness Opportunities for professional growth High pay for good performance Praise for good performance Having high expectations for performance Enthusiasm for the job Being results oriented Being highly organized Stability Being calm Security of employment Low conflict Page ii (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry t to Altruism ng hi I am willing to assist my colleagues who have heavy work loads ep w I am willing to support my colleagues who have been absent n ad lo I am willing to help other colleagues work productively yi u yj th I am willing to help orient new employees even though it is not required Conscientiousness pl n ua al I am always on time Attendance at work is above average 7 n va I maintain a clean work place m ll fu I obey company rules and regulations even when no one is watching and no evidence can be traced n oi t I take the initiative to troubleshoot and solve problems before requesting help from my manager/ supervisor z Courtesy z vb I try to avoid creating problems for my colleagues j ht k m I consult with related people who might be affected by my actions or decisions gm I respect the rights and privileges of my colleagues om l.c an Lu I show genuine concern and courtesy toward my colleagues, even under the most tiring business or personal situations 7 n I stay informed about developments in the company va Civic Virtue Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page iii (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry y te re 2.I attend training/information sessions that I am encouraged to, but not required to attend (Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry(Luận.văn).organizational.culture.and.organizational.citizenship.behavior.in.the.service.industry t to I offer suggestions for ways to improve operations in my company ng I demonstrate concern about the image of the company hi ep Sportsmanship w I consume a lot of time complaining about trivial matters* n ad lo I express resentment with any changes introduced by management* u yj th I think only about my work problem not others’* yi pl I pay no attention to announcements, messages, or printed materials that provide information about the company* n ua al n va m ll fu SECTION 2: GENERAL INFORMATION t n oi Please select the appropriate answer for each question Your Age:  Male >45 year old  Female j ht vb Your Gender:  36-45 year old z  25-35 year old z  10 years va What is your position?  6-10 years an  1-5 years Lu  10 năm gm  1-5 năm k Kinh nghiệm làm việc:  45 tuổi t Giới tính:  Nam n oi Độ tuổi anh/chị: 