Going Extra Mile in Service: The Drive of Social Resources and Work Engagement

Abstract

Service-oriented Organizational Citizenship Behaviour (SO-OCB) denotes the extra-role behaviour of service employees which consists of three dimensions, namely loyalty, service delivery and participation. In hospitals, nurses deliver services to patients and have the most frequent patient contacts. Thus, the SO-OCB exhibited by nurses is imperative in warranting outstanding service quality of private hospitals. The objective of this paper is to present a model linking social resources (co-worker support and patient cooperation) as the predictors of SO-OCB among nurses in Malaysian private hospitals. In addition, work engagement has been proposed as the mediator in this paper. A review of the literature to support the proposed model is provided.