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
