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Organizational citizenship behavior and team effectiveness in service industry: a moderated mediation model

Khaliqur Rehman Ansari (Department of Management, Uttarakhand Technical University, Dehradun, India)
Rajesh Kumar Upadhyay (School of Management, Graphic Era Hill University, Dehradun, India)

Journal of Indian Business Research

ISSN: 1755-4195

Article publication date: 18 June 2021

Issue publication date: 15 July 2021




The purpose of this study to explore the relationship between organizational citizenship behavior (OCB), team effectiveness (TE), employee motivation (EM) and employee retention (ER) in the service sector. This study proposes an alternate heuristic TE framework, which is termed as IMMO (input-moderated mediation-output) by replacing M with MM (moderated mediation) in IMOI framework.


The research was conducted in service sector of Uttarakhand state and the data collected from the employees working in different service organizations (such as educational institute, banking, insurance several others). Collected data were analyzed by using different analytical tools like confirmatory factor analysis and structural equation modeling for validating the constructs used in this study and to assess the relationship among different variables used for this study.


The result of this study reveals that OCB has positive impact on TE, and the relationship is mediated partially by EM, and the relation between EM and TE is moderated by ER.


This study contributes to the existing literature on OCB and TE. The relation between OCB and TE with the mediation of EM and the moderation effect of ER between the relation of EM and TE was investigated. This study suggests both theoretical and practical implications based on the findings.



Ansari, K.R. and Upadhyay, R.K. (2021), "Organizational citizenship behavior and team effectiveness in service industry: a moderated mediation model", Journal of Indian Business Research, Vol. 13 No. 2, pp. 308-323.



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