The relationship among change implementation, job satisfaction and organizational citizenship behavior in the Business Process Outsourcing industry in South Africa
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Date
2016
Journal Title
Journal ISSN
Volume Title
Publisher
Business Perspectives
Abstract
The unique and dynamic Business Process Outsourcing (BPO) industry in South Africa strives to thrive in a challenging
business environment with the attendant need for stability, loyal and satisfied workforce. An empirical investigation was,
therefore, conducted utilizing managerial and non-managerial employees in a stratified sampling technique.
Questionnaires were administered to 250 employees from four selected organizations. The essence was to examine the
nature of the relationship among change implementation, job satisfaction and organizational citizenship behavior (OCB).
Four significant results emerged. Firstly, there is a positive but moderate relationship between change implementation and
OCB; there is a high or strong positive relationship between change implementation and job satisfaction; there is a
positive, but moderate relationship between OCB and job satisfaction; and lastly the results confirm the assumption that
job satisfaction moderates the relationship between change implementation and OCB. BPO firms need to understand the
effects of change implementation on OCB and job satisfaction. This is because change management is inevitable in the
BPO industry; therefore, organizations have to be constantly alert to tackle its demands.
Description
Keywords
Change management, Job satisfaction, Intrinsic job satisfaction, Organizational citizenship behavior, Extrinsic job satisfaction, South Africa
Citation
Muzanenhamo, G. N. et al. (2021). The relationship among change implementation, job satisfaction and organizational citizenship behavior in the Business Process Outsourcing industry in South Africa . Problems and Perspectives in Management, 14(3-2), 473-482. 10.21511/ppm.14(3-2).2016.03