Job Satisfaction and Organizational Citizenship Behavior: A Literature Review

Abstract

With the advance of globalization, enterprises face increasingly fierce market competition. In this environment, improving customer service quality has become the key to gaining competitive advantage. Research has shown that Organizational Citizenship Behavior (OCB) plays a vital role in enhancing service quality and maintaining customer loyalty. Job satisfaction is considered to be one of the major factors influencing OCB, and employees who are satisfied with their jobs are more inclined to demonstrate behaviors that go beyond the call of duty, which not only enhances teamwork and cohesion, but also directly improves organizational performance. This paper reviews the relationship between job satisfaction and OCB, discusses the practical significance of this relationship in the service industry, and analyzes how OCB can be promoted by improving employee satisfaction in order to enhance the market competitiveness of organizations