The purpose of this paper was to describe the predicting factors of organizational identity and the effect of this factor on employees’ organizational citizenship behaviors (OCBs) in service industry and to develop a structural equation model for organizational identity versus OCBs. This paper was based on the results of literature review and conducting a conceptual model in order to illustrate the effects. 93 employees of one of the Iranian service company were asked as the research participants and 6 dimensions of the conceptual model were measured among them. This paper determined the main predicting factors of organizational identity and the effect of this variable on OCBs. The path analysis of the research conceptual model showed that perceived organizational competency, perceived management concern for employees’, intra-organizational communication satisfaction, perceived organizational reliability are as predictors of organizational identity and this variable has a positive effect on OCBs. This paper developed a new conceptual model based on literature review and field research that has been not considered till now and offers new insights into the importance of organizational identity and OCBs.
Key words: Organizational identity, organizational citizenship behaviors, perceived management concern for employees, perceived organizational competency, intra-organizational communication satisfaction, perceived organizational reliability.
Copyright © 2023 Author(s) retain the copyright of this article.
This article is published under the terms of the Creative Commons Attribution License 4.0