The Impact of Retail Setting Antecedents on Organizational Citizenship Behavior through Job Satisfaction

Abstract

This study aims to investigate the impact of retailing antecedents on Organizational Citizenship Behavior through job satisfaction of front line employees in Arabic Bank branches at Amman Capital. The study’s population included all front line employees in these branches at Amman Capital totaling (52) branches. The study sampling unit consists of individuals working at front line servicing clients in these branches totaling (235) individuals, where 235 questionnaires distributed at the surveyed employees, retrieved (232) and excluded (5) which comes to a total (227). To achieve the study objectives, the study used quantitative (descriptive analytical approach) through different statistical tools, most notably multiple regression analysis. The study showed number of results namely: The retail system antecedents (Leadership support, Empowerment and Professional Development) impacted the organizational citizenship behavior of frontline employees of Arabic Bank. The study is proposed a few recommendations for Arabic Bank branches; The managerial practices of Arabic bank management are better to link OCBs and job satisfaction, view it as a base to their strategies to manage the frontline employees.