Organizational citizenship behavior as a critical link between HRM practices and service quality

This paper discusses how organizational citizenship behavior (OCB) provides a critical link between a firm's human resource management practices and its level of customer service. It is argued that a firm's overall human resources philosophy, approach to selection and socialization, evaluation and reward practices, and use of rules and job descriptions will affect the amount of citizenship behavior that employees display. In the aggregate, OCB will have a positive impact on a firm's level of service quality. © 1996 by John Wiley & Sons, Inc.