메뉴 건너뛰기




Volumn 25, Issue 8, 2008, Pages 793-808

Organizational citizenship behaviour (OCB), TQM and performance at the maquiladora

Author keywords

Maquiladora production; Organizational behaviour; Organizational culture; Performance management; Total quality management

Indexed keywords


EID: 51749122203     PISSN: 0265671X     EISSN: None     Source Type: Journal    
DOI: 10.1108/02656710810898612     Document Type: Article
Times cited : (49)

References (57)
  • 1
    • 3042582149 scopus 로고    scopus 로고
    • TQM as a focus for improving overall service performance and customer satisfaction
    • Agus, A. (2004), “TQM as a focus for improving overall service performance and customer satisfaction”, Total Quality Management & Business Excellence, Vol. 15 No. 2, pp. 615-28.
    • (2004) Total Quality Management & Business Excellence , vol.15 , Issue.2 , pp. 615-628
    • Agus, A.1
  • 2
    • 10844268107 scopus 로고    scopus 로고
    • The structural linkages between TQM, product quality performance, and business performance: preliminary empirical study in electronics companies
    • Agus, A. (2005), “The structural linkages between TQM, product quality performance, and business performance: preliminary empirical study in electronics companies”, Singapore Management Review, Vol. 27 No. 1, pp. 87-105.
    • (2005) Singapore Management Review , vol.27 , Issue.1 , pp. 87-105
    • Agus, A.1
  • 3
    • 0034247328 scopus 로고    scopus 로고
    • The impact of design management and process management on quality: an empirical investigation
    • Ahire, S.L. and Dreyfus, P. (2000), “The impact of design management and process management on quality: an empirical investigation”, Journal of Operations Management, Vol. 18 No. 5, pp. 549-75.
    • (2000) Journal of Operations Management , vol.18 , Issue.5 , pp. 549-575
    • Ahire, S.L.1    Dreyfus, P.2
  • 4
    • 0002701910 scopus 로고    scopus 로고
    • The role of top management commitment in quality management: an empirical analysis of the auto parts industry
    • Ahire, S.L. and O'Shaughnessy, K. (1998), “The role of top management commitment in quality management: an empirical analysis of the auto parts industry”, International Journal of Quality Science, Vol. 3 No. 1, pp. 5-37.
    • (1998) International Journal of Quality Science , vol.3 , Issue.1 , pp. 5-37
    • Ahire, S.L.1    O'Shaughnessy, K.2
  • 5
    • 41649112685 scopus 로고
    • Structural equation modelling in practice: a review and recommended two-step approach
    • Anderson, J.C. and Gerbing, D.W. (1988), “Structural equation modelling in practice: a review and recommended two-step approach”, Psychological Bulletin, Vol. 103 No. 3, pp. 411-23.
    • (1988) Psychological Bulletin , vol.103 , Issue.3 , pp. 411-423
    • Anderson, J.C.1    Gerbing, D.W.2
  • 6
    • 48249088250 scopus 로고
    • Evaluating structural equation models with unobservable variables and measurement error: a comment
    • Bagozzi, R.P. (1981), “Evaluating structural equation models with unobservable variables and measurement error: a comment”, Journal of Marketing Research, Vol. 18 No. 3, pp. 375-81.
    • (1981) Journal of Marketing Research , vol.18 , Issue.3 , pp. 375-381
    • Bagozzi, R.P.1
  • 7
    • 0023020183 scopus 로고
    • The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations
    • Baron, R.M. and Kenny, D.A. (1986), “The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations”, Journal of Personality and Social Psychology, Vol. 51 No. 6, pp. 1173-82.
    • (1986) Journal of Personality and Social Psychology , vol.51 , Issue.6 , pp. 1173-1182
    • Baron, R.M.1    Kenny, D.A.2
  • 8
    • 0036347120 scopus 로고    scopus 로고
    • The employee-organization relationship, organizational citizenship behaviours, and superior service quality
    • Bell, S.J. and Menguc, B. (2002), “The employee-organization relationship, organizational citizenship behaviours, and superior service quality”, Journal of Retailing, Vol. 78 No. 2, pp. 131-46.
    • (2002) Journal of Retailing , vol.78 , Issue.2 , pp. 131-146
    • Bell, S.J.1    Menguc, B.2
  • 9
    • 0040834517 scopus 로고    scopus 로고
    • Identification of the critical factors of TQM
    • Black, S.A. and Porter, L.J. (1996), “Identification of the critical factors of TQM”, Decision Sciences, Vol. 27 No. 1, pp. 1-21.
    • (1996) Decision Sciences , vol.27 , Issue.1 , pp. 1-21
    • Black, S.A.1    Porter, L.J.2
  • 10
    • 0142215372 scopus 로고    scopus 로고
    • Assessing workforce perception of total quality-based performance measurement: a case study of a customer equipment servicing organization
    • Chang, H.H. and Sinclair, D.A. (2003), “Assessing workforce perception of total quality-based performance measurement: a case study of a customer equipment servicing organization”, Total Quality Management & Business Excellence, Vol. 14 No. 10, pp. 1093-120.
    • (2003) Total Quality Management & Business Excellence , vol.14 , Issue.10 , pp. 1093-1120
    • Chang, H.H.1    Sinclair, D.A.2
  • 11
    • 0031640016 scopus 로고    scopus 로고
    • A quality management model for research institutes responsible for governmental supported R&D projects
    • Chang, P. and Hsu, C. (1998), “A quality management model for research institutes responsible for governmental supported R&D projects”, International Journal of Technology Management, Vol. 16 Nos 4-6, pp. 393-404.
    • (1998) International Journal of Technology Management , vol.16 , Issue.4-6 , pp. 393-404
    • Chang, P.1    Hsu, C.2
  • 12
    • 0032302158 scopus 로고    scopus 로고
    • The TQM paradox: relations among TQM practices, plant performance, and customer satisfaction
    • Choi, T. and Eboch, K. (1998), “The TQM paradox: relations among TQM practices, plant performance, and customer satisfaction”, Journal of Operations Management, Vol. 17 No. 1, pp. 59-75.
    • (1998) Journal of Operations Management , vol.17 , Issue.1 , pp. 59-75
    • Choi, T.1    Eboch, K.2
  • 13
    • 0034628958 scopus 로고    scopus 로고
    • Validation of the Malcolm Baldrige National Quality Award framework through structural equation modelling
    • Curkovic, S., Melnyk, S., Calantone, R. and Handfield, R. (2000), “Validation of the Malcolm Baldrige National Quality Award framework through structural equation modelling”, International Journal of Production Research, Vol. 38 No. 4, pp. 765-91.
    • (2000) International Journal of Production Research , vol.38 , Issue.4 , pp. 765-791
    • Curkovic, S.1    Melnyk, S.2    Calantone, R.3    Handfield, R.4
  • 14
    • 84992931869 scopus 로고
    • Corporate culture, customer orientation and innovativeness in Japanese firms: a quadrad analysis
    • Deshpandé, R., Farley, J.U. and Webster, F.E. (1993), “Corporate culture, customer orientation and innovativeness in Japanese firms: a quadrad analysis”, Journal of Marketing, Vol. 57 No. 1, pp. 23-37.
    • (1993) Journal of Marketing , vol.57 , Issue.1 , pp. 23-37
    • Deshpandé, R.1    Farley, J.U.2    Webster, F.E.3
  • 16
    • 84990553628 scopus 로고
    • The impact of quality management practices on performance and competitive advantage
    • Flynn, B.B., Schroeder, R.G. and Sakakibara, S. (1995), “The impact of quality management practices on performance and competitive advantage”, Decision Sciences, Vol. 26 No. 5, pp. 659-91.
    • (1995) Decision Sciences , vol.26 , Issue.5 , pp. 659-691
    • Flynn, B.B.1    Schroeder, R.G.2    Sakakibara, S.3
  • 17
    • 48249088250 scopus 로고
    • Evaluating structural equation models with unobservable variables and measurement error
    • Fornell, C. and Larcker, D.F. (1981), “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50.
    • (1981) Journal of Marketing Research , vol.18 , Issue.1 , pp. 39-50
    • Fornell, C.1    Larcker, D.F.2
  • 18
    • 0032496542 scopus 로고    scopus 로고
    • TQM impact on quality conformance and customer satisfaction: a causal model – a holistic construal
    • Forza, C. and Filippini, R. (1998), “TQM impact on quality conformance and customer satisfaction: a causal model – a holistic construal”, International Journal of Production Economics, Vol. 55 No. 1, pp. 1-20.
    • (1998) International Journal of Production Economics , vol.55 , Issue.1 , pp. 1-20
    • Forza, C.1    Filippini, R.2
  • 19
    • 0347485150 scopus 로고
    • Understanding prosocial behaviour, sales performance, and turnover: a group-level analysis in a service context
    • George, J.M. and Bettenhausen, K. (1990), “Understanding prosocial behaviour, sales performance, and turnover: a group-level analysis in a service context”, Journal of Applied Psychology, Vol. 75, pp. 698-709.
    • (1990) Journal of Applied Psychology , vol.75 , pp. 698-709
    • George, J.M.1    Bettenhausen, K.2
  • 20
    • 0026920683 scopus 로고
    • Feeling good – doing good: a conceptual analysis of the mood at work-organizational spontaneity relationship
    • George, J.M. and Brief, A.P. (1992), “Feeling good – doing good: a conceptual analysis of the mood at work-organizational spontaneity relationship”, Psychological Bulletin, Vol. 112, pp. 310-29.
    • (1992) Psychological Bulletin , vol.112 , pp. 310-329
    • George, J.M.1    Brief, A.P.2
  • 21
    • 0001214072 scopus 로고
    • An essay on organizational citizenship behaviour
    • Graham, J.W. (1991), “An essay on organizational citizenship behaviour”, The Employee Responsibilities and Rights Journal, Vol. 4 No. 4, pp. 249-70.
    • (1991) The Employee Responsibilities and Rights Journal , vol.4 , Issue.4 , pp. 249-270
    • Graham, J.W.1
  • 22
  • 23
    • 84993096985 scopus 로고
    • Total quality management: empirical, conceptual, and practical issues
    • Hackman, J.R. and Wageman, R. (1995), “Total quality management: empirical, conceptual, and practical issues”, Administrative Science Quarterly, Vol. 40 No. 2, pp. 309-42.
    • (1995) Administrative Science Quarterly , vol.40 , Issue.2 , pp. 309-342
    • Hackman, J.R.1    Wageman, R.2
  • 24
    • 0000365157 scopus 로고
    • An empirical test of linkages between the Baldrige criteria and financial performance
    • Handfield, R. and Ghosh, S. (1995), “An empirical test of linkages between the Baldrige criteria and financial performance”, DSI Proceedings, Vol. 3, pp. 1713-15.
    • (1995) DSI Proceedings , vol.3 , pp. 1713-1715
    • Handfield, R.1    Ghosh, S.2
  • 25
    • 0003233539 scopus 로고    scopus 로고
    • Quality-driven change and its effects on financial performance
    • Handfield, R., Ghosh, S. and Fawcett, S. (1998), “Quality-driven change and its effects on financial performance”, Quality Management Journal, Vol. 5 No. 3, pp. 13-30.
    • (1998) Quality Management Journal , vol.5 , Issue.3 , pp. 13-30
    • Handfield, R.1    Ghosh, S.2    Fawcett, S.3
  • 26
    • 0442327846 scopus 로고    scopus 로고
    • Implementation of total quality management in small organizations: a case study in Sweden
    • Hansson, J. (2001), “Implementation of total quality management in small organizations: a case study in Sweden”, Total Quality Management, Vol. 12 Nos 7/8, pp. 988-94.
    • (2001) Total Quality Management , vol.12 , Issue.7/8 , pp. 988-994
    • Hansson, J.1
  • 27
    • 0030501311 scopus 로고    scopus 로고
    • The management of customer contact service employees: an empirical investigation
    • Hartline, M.D. and Ferrell, O.C. (1996), “The management of customer contact service employees: an empirical investigation”, Journal of Marketing, Vol. 60 No. 4, pp. 52-70.
    • (1996) Journal of Marketing , vol.60 , Issue.4 , pp. 52-70
    • Hartline, M.D.1    Ferrell, O.C.2
  • 28
    • 0035342175 scopus 로고    scopus 로고
    • Firm characteristics, total quality management, and financial performance
    • Hendricks, K.B. and Singhal, V.R. (2001), “Firm characteristics, total quality management, and financial performance”, Journal of Operations Management, Vol. 19 No. 3, pp. 269-85.
    • (2001) Journal of Operations Management , vol.19 , Issue.3 , pp. 269-285
    • Hendricks, K.B.1    Singhal, V.R.2
  • 30
    • 0742306485 scopus 로고    scopus 로고
    • Obstacles to TQM implementation in Mexico's maquiladora industry
    • Jun, M., Cai, S. and Peterson, R.T. (2004), “Obstacles to TQM implementation in Mexico's maquiladora industry”, Total Quality Management, Vol. 15 No. 1, pp. 59-72.
    • (2004) Total Quality Management , vol.15 , Issue.1 , pp. 59-72
    • Jun, M.1    Cai, S.2    Peterson, R.T.3
  • 31
    • 33751246452 scopus 로고    scopus 로고
    • TQM practice in maquiladora: antecedents of employee satisfaction and loyalty
    • Jun, M., Cai, S. and Shin, H. (2005), “TQM practice in maquiladora: antecedents of employee satisfaction and loyalty”, Journal of Operations Management, Vol. 24 No. 6, pp. 791-812.
    • (2005) Journal of Operations Management , vol.24 , Issue.6 , pp. 791-812
    • Jun, M.1    Cai, S.2    Shin, H.3
  • 33
    • 0028403699 scopus 로고
    • A comparison of TQM practices in US and Mexican companies
    • Knotts, R. and Tomlin, S. (1994), “A comparison of TQM practices in US and Mexican companies”, Production and Inventory Management Journal, Vol. 35 No. 1, pp. 53-8.
    • (1994) Production and Inventory Management Journal , vol.35 , Issue.1 , pp. 53-58
    • Knotts, R.1    Tomlin, S.2
  • 34
    • 0242364646 scopus 로고    scopus 로고
    • Impact of Malcolm Baldrige National Quality Award Criteria on organizational quality performance
    • Lee, S.M., Rho, B.H. and Lee, S.G. (2003), “Impact of Malcolm Baldrige National Quality Award Criteria on organizational quality performance”, International Journal of Production Research, Vol. 41 No. 9, pp. 2003-20.
    • (2003) International Journal of Production Research , vol.41 , Issue.9 , pp. 2003-2020
    • Lee, S.M.1    Rho, B.H.2    Lee, S.G.3
  • 35
    • 0032599573 scopus 로고    scopus 로고
    • Assessing the evidence from the use of SPC in monitoring, predicting and improving software quality
    • Lewis, N.D.C. (1999), “Assessing the evidence from the use of SPC in monitoring, predicting and improving software quality”, Computers and Industrial Engineering, Vol. 37 Nos 1/2, pp. 157-60.
    • (1999) Computers and Industrial Engineering , vol.37 , Issue.1/2 , pp. 157-160
    • Lewis, N.D.C.1
  • 36
    • 0032378420 scopus 로고    scopus 로고
    • Some possible antecedents and consequences of in-role and extra-role salesperson performance
    • MacKenzie, S.B., Podsakoff, P.M. and Ahearne, M. (1998), “Some possible antecedents and consequences of in-role and extra-role salesperson performance”, Journal of Marketing, Vol. 62 No. 3, pp. 69-86.
    • (1998) Journal of Marketing , vol.62 , Issue.3 , pp. 69-86
    • MacKenzie, S.B.1    Podsakoff, P.M.2    Ahearne, M.3
  • 37
    • 21144478843 scopus 로고
    • The impact of organizational citizenship behaviour on evaluations of salesperson performance
    • MacKenzie, S.B., Podsakoff, P.M. and Fetter, R. (1993), “The impact of organizational citizenship behaviour on evaluations of salesperson performance”, Journal of Marketing, Vol. 7 No. 1, pp. 70-8.
    • (1993) Journal of Marketing , vol.7 , Issue.1 , pp. 70-78
    • MacKenzie, S.B.1    Podsakoff, P.M.2    Fetter, R.3
  • 39
    • 84993050130 scopus 로고
    • United States Department of Commerce, National Institute of Standards and Technology, Washington, DC.
    • Malcolm Baldrige National Quality Award Criteria (1995), United States Department of Commerce, National Institute of Standards and Technology, Washington, DC.
    • (1995)
  • 40
    • 1542526175 scopus 로고    scopus 로고
    • Achieving world-class supplier quality
    • Monczka, R.M. (1999), “Achieving world-class supplier quality”, Total Quality Management, Vol. 10 No. 6, pp. 927-38.
    • (1999) Total Quality Management , vol.10 , Issue.6 , pp. 927-938
    • Monczka, R.M.1
  • 42
    • 84972924894 scopus 로고
    • Strategic international human resource management approaches in the maquiladora industry: a comparison of Japanese, Korean and US firms
    • Paik, Y. and Teagarden, M.B. (1995), “Strategic international human resource management approaches in the maquiladora industry: a comparison of Japanese, Korean and US firms”, The International Journal of Human Resource Management, Vol. 6 No. 3, pp. 568-87.
    • (1995) The International Journal of Human Resource Management , vol.6 , Issue.3 , pp. 568-587
    • Paik, Y.1    Teagarden, M.B.2
  • 43
    • 0000576908 scopus 로고    scopus 로고
    • Participative management in Northern Mexico: a study of maquiladoras
    • Pelled, L.H. and Hill, K.D. (1997a), “Participative management in Northern Mexico: a study of maquiladoras”, The International Journal of Human Resource Management, Vol. 8 No. 3, pp. 198-212.
    • (1997) The International Journal of Human Resource Management , vol.8 , Issue.3 , pp. 198-212
    • Pelled, L.H.1    Hill, K.D.2
  • 44
    • 3042925478 scopus 로고    scopus 로고
    • Employee work values and organizational attachment in North Mexican maquiladoras
    • Pelled, L.H. and Hill, K.D. (1997b), “Employee work values and organizational attachment in North Mexican maquiladoras”, The International Journal of Human Resource Management, Vol. 8 No. 4, pp. 495-505.
    • (1997) The International Journal of Human Resource Management , vol.8 , Issue.4 , pp. 495-505
    • Pelled, L.H.1    Hill, K.D.2
  • 45
    • 21344475299 scopus 로고
    • Organizational citizenship behaviours and sales unit effectiveness
    • Podsakoff, P.M. and MacKenzie, S.B. (1994), “Organizational citizenship behaviours and sales unit effectiveness”, Journal of Marketing Research, Vol. 31 No. 3, pp. 351-63.
    • (1994) Journal of Marketing Research , vol.31 , Issue.3 , pp. 351-363
    • Podsakoff, P.M.1    MacKenzie, S.B.2
  • 46
    • 0031514852 scopus 로고    scopus 로고
    • Impact of organizational citizenship behavior on organizational performance: a review and suggestions for future research
    • Podsakoff, P.M. and MacKenzie, S.B. (1997), “Impact of organizational citizenship behavior on organizational performance: a review and suggestions for future research”, Human Performance, Vol. 10 No. 2, pp. 133-51.
    • (1997) Human Performance , vol.10 , Issue.2 , pp. 133-151
    • Podsakoff, P.M.1    MacKenzie, S.B.2
  • 47
    • 0000893909 scopus 로고
    • Transformational leader behaviours and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviours
    • Podsakoff, P.M., MacKenzie, S.B., Moorman, R.H. and Fetter, R. (1990), “Transformational leader behaviours and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviours”, Leadership Quarterly, Vol. 1 No. 2, pp. 107-42.
    • (1990) Leadership Quarterly , vol.1 , Issue.2 , pp. 107-142
    • Podsakoff, P.M.1    MacKenzie, S.B.2    Moorman, R.H.3    Fetter, R.4
  • 48
    • 84989040364 scopus 로고
    • Total quality management as a competitive advantage: a review and empirical study
    • Powell, T.C. (1995), “Total quality management as a competitive advantage: a review and empirical study”, Strategic Management Journal, Vol. 16 No. 1, pp. 15-37.
    • (1995) Strategic Management Journal , vol.16 , Issue.1 , pp. 15-37
    • Powell, T.C.1
  • 51
    • 0032632415 scopus 로고    scopus 로고
    • The relationship between total quality management practices and operational performance
    • Samson, D. and Terziovski, M. (1999b), “The relationship between total quality management practices and operational performance”, Journal of Operations Management, Vol. 17 No. 4, pp. 393-409.
    • (1999) Journal of Operations Management , vol.17 , Issue.4 , pp. 393-409
    • Samson, D.1    Terziovski, M.2
  • 52
    • 16644374946 scopus 로고    scopus 로고
    • A structural analysis of the impact of quality management practices in purchasing on purchasing and business performance
    • Sanchez-Rodriguez, C. and Hemsworth, D. (2005), “A structural analysis of the impact of quality management practices in purchasing on purchasing and business performance”, Total Quality Management & Business Excellence, Vol. 16 No. 2, pp. 215-30.
    • (2005) Total Quality Management & Business Excellence , vol.16 , Issue.2 , pp. 215-230
    • Sanchez-Rodriguez, C.1    Hemsworth, D.2
  • 53
    • 0035612359 scopus 로고    scopus 로고
    • Work status and organizational citizenship behaviour: a field study of restaurant employees
    • Stamper, C.L. and Van Dyne, L. (2001), “Work status and organizational citizenship behaviour: a field study of restaurant employees”, Journal of Organizational Behavior, Vol. 22 No. 5, pp. 517-36.
    • (2001) Journal of Organizational Behavior , vol.22 , Issue.5 , pp. 517-536
    • Stamper, C.L.1    Van Dyne, L.2
  • 54
    • 0141931170 scopus 로고    scopus 로고
    • Top management leadership, employee empowerment, job satisfaction, and customer satisfaction in TQM organizations: an empirical study
    • Ugboro, I.O. and Obeng, K. (2000), “Top management leadership, employee empowerment, job satisfaction, and customer satisfaction in TQM organizations: an empirical study”, Journal of Quality Management, Vol. 5 No. 2, pp. 247-72.
    • (2000) Journal of Quality Management , vol.5 , Issue.2 , pp. 247-272
    • Ugboro, I.O.1    Obeng, K.2
  • 55
    • 0011996687 scopus 로고
    • Extra-role behaviours: in pursuit of construct and definitional clarity
    • paper presented at the Annual Meeting of the Academy of Management, San Francisco, CA.
    • Van Dyne, L. and Cummings, L.L. (1990), “Extra-role behaviours: in pursuit of construct and definitional clarity”, paper presented at the Annual Meeting of the Academy of Management, San Francisco, CA.
    • (1990)
    • Van Dyne, L.1    Cummings, L.L.2
  • 56
    • 0011163509 scopus 로고
    • Organizational citizenship behaviour: construct redefinition, measurement, and validation
    • Van Dyne, L., Graham, J.W. and Dienesch, R.M. (1994), “Organizational citizenship behaviour: construct redefinition, measurement, and validation”, Academy of Management Journal, Vol. 37 No. 4, pp. 765-802.
    • (1994) Academy of Management Journal , vol.37 , Issue.4 , pp. 765-802
    • Van Dyne, L.1    Graham, J.W.2    Dienesch, R.M.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.