Importance of Organizational Citizenship Behaviors in Enhancing Customer Service Indicators : A Review

This review presents the possible relationship between Organizational Citizenship Behaviors (OCBs) in enhancing customer indicators. Though ample research has been conducted on OCBs in the recent past, the relationship between OCBs and customer service indicators has probably not been studied in the Indian context. The study of this relationship attains greater importance since OCB is a discretionary kind of behavior which is not dependent on formal reward systems of the organization, and leads to customer citizenship behavior