ORGANIZATIONAL CITIZENSHIP BEHAVIOR SEBAGAI SALAH SATU PENENTU PENINGKATAN KINERJA KARYAWAN

Abstract

The influence of employee Organizational Citizenship Behavior (OCB) on service quality isvery essential. Those, who have a better OCB, are intrinsically motivated to work seriouslywithout thinking of appreciation from their organizations. Realization of this intrinsicmotivation will bring about a true satisfaction in daily work. Abraham H. Maslow classifiesOCB as a part of the needs of self-actualization, meanwhile, Clayton Alderfer categorizes it asa need for personal growth. The highest rank of human needs, i.e., the needs of selfactualizationand personal growth motivate human beings to sacrifice themselves for others.The level of OCB can be seen in human beings’ consciousness, altruism, civic virtue,sportsmanship, courtesy, cheerleading, and teamwork. The positive impacts of OCB areincluding willing to join and stay, dependable role performance, innovative and spontaneousbehavior. OCB is influenced by organizational culture and atmosphere, personality, innerdisposition, personal perception of a relationship between leaders and workers, a length ofservice and human sexuality.