Luận văn thạc sĩ UEH organizational culture and organizational citizenship behavior in the service

UNIVERSITY OF ECONOMICS HO CHI MINH CITY

International School of Business

------------------------------

Nguyen Hoang Van

ORGANIZATIONAL CULTURE AND

ORGANIZATIONAL CITIZENSHIP

BEHAVIOR IN THE SERVICE INDUSTRY

MASTER OF BUSINESS (Honours)

Ho Chi Minh City – Year 2012

LUAN VAN CHAT LUONG download : add [email protected]

UNIVERSITY OF ECONOMICS HO CHI MINH CITY

International School of Business

------------------------------

Nguyen Hoang Van

ORGANIZATIONAL CULTURE AND

ORGANIZATIONAL CITIZENSHIP

BEHAVIOR IN THE SERVICE INDUSTRY

ID: 60340102

MASTER OF BUSINESS (Honours)

SUPERVISOR: Dr. Nguyen Huu Lam

Ho Chi Minh City – Year 2012

LUAN VAN CHAT LUONG download : add [email protected]

Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page i

ACKNOWLEDGEMENTS

This thesis could not have been completed without the support, guidance and

encouragement of many people.

First of all, I would like to express my genuine appreciation to my supervisor, Dr.

Nguyen Huu Lam, for the precious time of countless advice and sharing his wisdom

of knowledge and experience in every stage of my study. I could not have

completed this research without his teaching, support and assistance.

I would also like to thank the committee members, Dr. Nguyen Dinh Tho, Dr.

Nguyen Dong Phong, Dr. Tran Ha Minh Quan, Dr. Nguyen Thi Mai Trang and Dr.

Nguyen Thi Nguyet Que. Thanks for their advice, willingness to help and insightful

comments. I am thankful to all staffs of International School of Business for their

support and help during the last two years as well as their experience sharing. There

are also a lot of other professors, classmates, colleagues and friends who supported

me in the long journey of my graduate study.

Lastly, I owe a great gratitude to my family. I could not have completed this

achievement without their continued support and encouragement.

Ho Chi Minh City, December 31st, 2012

Nguyen Hoang Van

LUAN VAN CHAT LUONG download : add [email protected]

Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page ii

ABSTRACT

Research on organizational citizenship behavior (OCB) has received considerable

attention over the past several decades. OCB is defined as the discretionary

contributions of employees that beyond a job description and do not formally result

in reward. Previous research have identified a wide range of antecedents of OCB,

including attitudinal variables (e.g., satisfaction, perceptions of justice,

organizational commitment), individual characteristics (e.g., conscientiousness,

agreeableness, positive affectivity) and elements within the organization (e.g.,

leadership, organizational supportiveness, task characteristics). The purpose of

current study is finding out the correlation between organizational culture and OCB.

The research was done by quantitative approach. Data was collected from 342

respondents who are employees from service companies in Ho Chi Minh City. A

two-step approach in SEM was employed to analyze the data. Confirmatory factor

analysis (CFA) was used to validate the measurement scale of organizational

culture and organizational citizenship behavior. And structural equation model

(SEM) was used to measure the influence of organizational culture on OCB as well

as measure the impact of each dimensions of organizational culture on OCB.

The statistical result identified that organizational culture has a positive impact on

OCB. Among seven dimensions of organizational culture, three dimensions affected

positively on OCB: Competitiveness, Performance Orientation and Stability; four

remain dimensions Social Responsibility, Innovation, Supportiveness and Emphasis

on Reward did not impact on OCB.

Based on result of data analysis, managerial implications have been discussed;

limitations and further research directions have also been indicated.

LUAN VAN CHAT LUONG download : add [email protected]

Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page iii

TABLE OF CONTENTS

ACKNOWLEDGEMENTS

ABSTRACT

TABLE OF CONTENTS

LIST OF TABLES

LIST OF FIGURES

CHAPTER I: INTRODUCTION ............................................................................1

I.1 BACKGROUND..........................................................................................1

I.2 RESEARCH OBJECTIVE.........................................................................3

I.3 RESEARCH QUESTIONS.........................................................................5

I.4 SCOPE OF THE STUDY............................................................................5

I.5 THESIS STRUCTURE ...............................................................................5

CHAPTER II: LITERATURE REVIEW...............................................................7

II.1 ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB) ...................7

II.1.1 Definition of Organizational citizenship behavior (OCB) ................7

II.1.2 The roots of OCB within organizational theory ................................8

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

II.2 ORGANIZATIONAL CULTURE...........................................................16

II.2.1 Definition and the importance of organizational culture................16

II.2.2 Levels of organizational culture ........................................................18

II.2.3 Dimensions and types of organizational culture ..............................19

LUAN VAN CHAT LUONG download : add [email protected]

Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page iv

II.3 RESEARCH HYPOTHESIS:...................................................................23

II.4 MODEL......................................................................................................25

CHAPTER III: RESEARCH METHODOLOGY...............................................26

III.1 CONSTRUCT MEASUREMENT AND QUESTIONNAIRE...............26

III.1.1 Questionnaire ......................................................................................26

III.1.2 Construct measurement.....................................................................26

III.2 DATA COLLECTION AND SAMPLING..............................................29

III.3 DATA ANALYSIS.....................................................................................30

CHAPTER IV: DATA ANALYSIS.......................................................................32

IV.1 ANALYSIS RESULTS..............................................................................32

IV.2 DESCRIPTIVE ANALYSIS.....................................................................32

IV.3 CHECK THE RELIABILITY OF MEASUREMENT SCALE BY

CRONBACH’S ALPHA......................................................................................33

IV.4 CONFIRMATORY FACTOR ANALYSIS (CFA).................................35

IV.5 STRUCTURAL EQUATION MODEL ANALYSIS..............................45

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

CHAPTER V: DISCUSSION, IMPLICATION, LIMITATION AND

SUGGESTION FOR FUTURE RESEARCH......................................................52

V.1 DISCUSSION AND IMPLICATION ......................................................52

V.1.1 Discussion ............................................................................................52

V.1.2 Implication...........................................................................................53

V.2 CONTRIBUTION, LIMITATION AND SUGGESTIONS FOR

FURTHER RESEARCH.....................................................................................55

V.2.1 Contribution of the study...................................................................55

V.2.2 Limitations and further research directions....................................56

LUAN VAN CHAT LUONG download : add [email protected]

Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page v

REFERENCES

APPENDICES

Appendix A: Questionnaire .........................................................................................i

Appendix B: Regression Weights and Standardized Regression Weights of Model

(Standardized Estimates)............................................................................................ix

LUAN VAN CHAT LUONG download : add [email protected]

Organizational Culture and Organizational Citizenship Behavior in the Service Industry Page vi

LIST OF TABLES

Table 3.1: Organizational Culture measurement scale ............................................27

Table 3.2: Organizational Citizenship Behavior measurement scale .......................28

Table 3.3: Key goodness-of-fit indices (Byrne, 2001 and Kline, 2005)...................31

Table 4.1: Descriptive Analysis of respondents........................................................33

Table 4.2: Cronbach’s alpha of measurement scale..................................................35

Table 4.3: Goodness-of-fit Indices of CFA with Organizational Culture construct.38

Table 4.4: Standardized Confirmatory Factor Analysis Coefficients, Construct

Reliability and Average Variance Extracted (Organizational Culture) .........40

Table 4.5: Regression Weight and Standardized Regression Weight – CFA with

OCB construct............................................................................................42

Table 4.6: Goodness-of-fit Indices of CFA with OCB construct .............................43

Table 4.7: Standardized Confirmatory Factor Analysis Coefficients, Construct

Reliability and Average Variance Extracted (Organizational Citizenship

Behavior) ...................................................................................................44

Table 4.8: OC and OCB scale ...................................................................................45

Table 4.9: Regression Weight and Standardized Regression Weight – SEM 1 .......47

Table 4.10: Regression Weight and Standardized Regression Weight – SEM 2 .....49

Table 4.11: Regression Weight and Standardized Regression Weight – SEM 3 .....50

LUAN VAN CHAT LUONG download : add [email protected]