A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors

Attitude, personality, and customer knowledge antecedents were compared in their predictive ability of 3 service-oriented forms of employee organizati onal citizenship behaviors (OCBs): loyalty, service delivery, and participa tion. For the I st study, 236 customer-contact employees provided data conc erning their OCBs and the attitude, personality, and knowledge antecedents. The 2nd investigation relied on data provided by 144 contact employees fro m a network of university libraries. Using hierarchical regression in both studies, the authors found that each of the 3 types of service-oriented OCB s was best predicted by different subsets of the antecedents. Job attitudes accounted for the most unique variance in loyalty OCBs, personality accoun ted for the most unique variance in service delivery OCBs, and customer kno wledge and personality jointly were the best predictors of participation OC Bs.