Organizational Climate, Work-Family Conflict and Resilience as Predictors of Organizational Citizenship Behaviour and Turnover Intentions Among Telecommunication Workers

ABSTRACT The study examined organizational climate, work family conflict and resilience, as predicators of organizational citizenship behaviour and turnover intention among telecom workers. Three hundred and fifty (350) telecom workers participated in the study. The participants comprised 219 males and 131 female telecom workers. The participants were randomly drawn from four major GSM telecommunication (Glo, MTN, Airtel and Etisalat) companies’ branches in Lagos state, Port Harcourt and all the South Eastern states in Nigeria. Their age ranged between 18 years to 55 years. Five instruments were 11 used: Organizational Citizenship Behaviour scale, Turnover Intention Inventory, Organizational Climate Scale, Work-to-Family Conflict Scale, and Resilience Scale. Six hypotheses tested. Results of multiple regression analysis showed that organizational climate, work family conflict, and work place resilience all predicted OCB among telecom workers. Similarly, organizational climate, work family conflict, and work place resilience all also significantly predicted turnover intention among telecom workers. The implications of the findings were discussed and suggestions were made for further research.

TABLE OF CONTENTS

Title page i

Certification ii

Dedication iii

Acknowledgement iv

Table of Contents vi

List of Tables viii

List of Appendices ix

Abstract x

CHAPTER ONE: Introduction 1

Introduction 1

Statement of the Problem 15

Purpose of the Study 19

Operational Definition of Terms 19

CHAPTER TWO: Literature Review 21

Theoretical Review 21

Social Exchange Theory 21

Social Identity Theory 25

Equity Theory 28

Exit-Voice Theory 31

Job Matching Theory 35

Field Theory 48

Theoryof planned behaviour 52

Spill-Over Theory 53

Theoryof Role Strain 56

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Cognitive-Motivational-Relational Theory of coping 59

Self- Determination Theory 62

Empirical Review 66

Organisational Climate and Organisational Citizenship Behaviour 66

Organisational Climate and Turnover Intentions 70

Family-Work Conflict and Organisational Citizenship Behaviour 73

Family-Work Conflict and Turnover Intentions 76

Resilience and Organisational Citizenship Behaviour 79

Resilience and Turnover Intentions 81

Summary of Literature Review 83

Hypotheses 84

CHAPTER THREE: Method 86

Participants 86

Instruments 87

Procedure 89

Design and Statistics 90

CHAPTER FOUR: Result 91

Result 91

Summary of main finding 97

CHAPTER FIVE: Discussion 99

Discussion 99

Implication of the study 104

Limitation of the study 106

Recommendations 107

Conclusion 108

References 110

Appendices 143