Service Quality from the Lenses of Role Clarity and Organizational Itizenship Behavior

Abstract

In the backdrop of increasing awareness about employee behavior in service industry, this paper explores the relationship between Role Clarity, OCB in service organizations. The sample consisted of 198 Respondents from Indian organizations. On application of Regression Analysis, the results portrayed that: (a) Role Clarity was found to be significantly predicting OCB; (b) one of the interesting finding of the study was that Male gender highly moderated the positive relationship between Role Clarity and OCB in comparison with when Female gender was treated as moderator; (c) Also, it was found in the study that High experience level resulted in high positive relationship between role clarity and OCB in comparison with Low experience level. The practical and future implications of moderation results in service setup are also discussed.