Going the Extra Mile: Perceived Self-Efficacy, Family-Work Enrichment, Promotion Focus, and Organisational Citizenship Behaviour

Abstract

Drawing on control theory, this paper moves closer to
understanding the individual antecedents of employee
citizenship behaviours. It explores the combined effect of
three antecedents – job self-efficacy, family-work enrichment,
and promotion focus – on service delivery organisational
citizenship behaviour. Moderated Hierarchical Regression
Modelling is performed on a sample of 198 call centre
employees. The findings show a U-shaped curvilinear
relationship between job self-efficacy and service delivery
organisational citizenship behaviour for those employees
who experience family-work enrichment. The results also
confirm the three-way interaction of job self-efficacy, family-
-work enrichment, and promotion focus as joint predictors of
citizenship behaviour. Theoretical implications are outlined
along with practical steps for employers motivated to
encourage citizenship behaviours in their teams, departments
and sectors.