Perceived Organizational Support, Organizational Commitment and Service-Oriented Organizational Citizenship Behaviors

Abstract

This study empirically examines the relationships among perceived organizational support (POS), organizational commitment, and service-oriented organizational citizenship behaviors (OCBs), based on a survey of 255 call center customer service representatives at five large call centers in Taiwan. Structure equation modeling was used to examine the hypotheses. The results indicate that POS is positively related to three types of service-oriented OCBs – loyalty, service delivery, and participation – and that organizational commitment fully mediates the relationships between POS and service-oriented OCBs. The study suggests that call center managers should seek to enhance the perception of organizational support to customer service representatives in order to increase their commitment to the company.