The relationship among public service motivation, Civic-organizational behavior (obc), and service quality

Document Type : Research Paper


Department of State Management, Islamic Azad University, Sirjan Branch, Sirjan, Iran & National University of Tajikistan, Dushanbe, Tajikistan


As one of the motivational theories which define both values and attitudes beyond personal as well as organizational benefits, Public Service Motivation (PSM) model aims to underscore the appreciation of individuals with regard to public interests. If PSM pattern being optional is synchronized with civic-organizational behavior, its effectiveness is manifested in improving service quality. The current study aims to investigate PSM model and civic-organizational behavior with respect to service quality. In addition, the background theoretical literature and the research hypotheses are scrutinized. The participants of the study consist of 306 employees of the Republic of Tajikistan's ministry and 384 customers of Tajikistan's governmental organizations who were selected with stratified-random sampling method. In order to analyze the data after the questionnaires' distribution phase, SPSS 18 software was run at two levels of descriptive and inferential statistics. The descriptive approach of correlation Parametric Regression of multi-variables was utilized in this study. The results of the current research indicate that there is a significant relationship between PSM pattern and civic-organizational behavior with respect to service quality. Hence, providing sufficient services through hiring highly-motivated employees for public services significantly increases public trust with regard to the government as the source of providing high-quality services.


Main Subjects

Article Title [فارسی]

رابطة انگیزة خدمت عمومی (PSM)، رفتار شهروندی سازمانی و کیفیت خدمات در کارکنان سازمان‌های دولتی تاجیکستانن

Author [فارسی]

  • لی لی فردوسی پور
گروه مدیریت دولتی، دانشگاه آزاد سلامی واحد سیرجان، سیرجان، ایران و دانشگاه ملی تاجیکستان، دوشنبه، تاجیکستان
Abstract [فارسی]

یکی از نظریه‌های انگیزشی که باور ارزش‌ها و نگرش‌هایی فراتر از منافع شخصی و سازمانی را تعریف می­کند، الگوی انگیزة خدمت عمومی (PSM) و عبارت است از درک تمایل افراد از منافع عمومی. اگر با رفتار شهروندی سازمانی که اختیاری است همگام شود، اثربخشی خود را در بهبود کیفیت خدمات نمایان می‌سازد. این مقاله، با هدف بررسی انگیزة خدمت عمومی (PSM)، رفتار شهروندی سازمانی با کیفیت خدمات، به بررسی متون نظری و آزمون فرضیه­های تحقیق می‌پردازد. در این پیمایش، برای انتخاب نمونه از جامعة آماری وزارتخانه‌های جمهوری تاجیکستان، تعداد 306 نفر از کارکنان و 384 نفر از مشتریان سازمان‌های دولتی تاجیکستان به روش طبقه‌ای تصادفی انتخاب شدند. تجزیه‌وتحلیل داده­ها با نرم‌افزار 18 SPSS در دو سطح آمار توصیفی و استنباطی انجام شد. با استفاده از روش توصیفی از نوع همبستگی، از آزمون آماری پارامتری رگرسیون چند متغیره استفاده و مدل مفهومی تحقیق تهیه شد. یافته‌های به‌دست آمده از این تحقیق حاکی از وجود رابطة انگیزة خدمت عمومی، رفتار شهروندی سازمانی با کیفیت خدمات در سازمان­های دولتی تاجیکستان است.

Keywords [فارسی]

  • انگیزۀ خدمت عمومی
  • رفتار شهروندی سازمانی
  • سازمان‌های دولتی
  • کیفیت خدمات
Andersen, L. B.; Torben, B. J.; Anne, M. K.; Lene, H. P. & Karsten, V. K. (2013). “Public values and public service motivation: Conceptual and empirical relationships”. American Review of Public Administration, 43(3), 292-311.
Alvani, S. M. & Riahi, B. (2003). “A new concept of comprehensive quality management in the public sector”. Journal of Administrative Reform, (41- 42), 40-50.
Amini. M. T. & Farjam, S. (2008). “The investigation of service quality in the public sector”. Journal of Management, 3(1), 165-189.
Anvarirostami, A. & Alimohammadlou, M. (2004). “Bank service quality from the viewpoints of customers and employees: an empirical study in Refah Bank”. 17th Australasi Finance and Banking Conference, Sydney, Australia.
Azizi, Sh.; Jamali Kapak, Sh. & Tarhandeh, F. (2014). “Physical Distribution Service Quality through Iranian Convenience Stores Retailers Perspectives: a Mixed Method Approach”. Iranian Journal of Management Studies (IJMS), 7(1), 121-150.
Enayati, T.; Modanloo, Y.; Behnamfar, R. & Rezaei, A. (2013). “Measuring Service Quality of Islamic Azad University of Mazandaran using SERVQUAL Model”. Iranian Journal of Management Studies (IJMS), 6(1), 99-116.
Babaei, D.; Rahimian, H.; Ahmad, A.; Omar Z. & Idris Kh. (2015). “Ability Mediation Effects in the Relationships between Human Resource Practices and Service Quality”. Iranian Journal of Management Studies (IJMS), 8(1), 5-25.
Bailey, K. M. (1983). “Competitiveness and anxiety in adult second language learning: Looking at and through the diary studies”. In H. W. Seliger & M. H. Long (eds.), Classroom oriented research in second language acquisition. Rowley, MA: Newbury House, 67-102.
Bozeman, B. & Su, X. (2014). “Public service motivation concepts and theory: A critique”. PUAR, Public Administration Review, The American Society for Public Administration10.1111/puar.12248, 1-11.
Brander, M. & Andersen, L. B (2013). “Does deployment to war affect public service motivation? A panel study of soldiers before and after their service in Afghanistan”. Public Administration Review, 73(3), 466–477.
Brewer, G. A.; Ritz, A. & Vandenabeele, W. (2012). “Introduction to a symposium on public service motivation: An international sampling of research”. International Journal of Public Administration, 35, 1, 1-4.
18 (IJMS) Vol. 9, No. 1, Junuary 2016.
Brewer, G. A.; Selden, S. C. & Facer, R. L. (2000). “Individual conceptions of public service motivation”. Public Administration Review, 60(3), 254-264.
Bright, L. (2007). “Does person-organization fit mediate the relationship between public service motivation and the job performance of public employees?”. Review of Public Personnel Administration, 27(2), 361-379.
Christensen, R. K. & Wright, B. E. (2011). “The effects of public service motivation on job choice decisions: Disentangling the contributions of person-organization fit and person-job fit”. Journal of Public Administration Research and Theory. 21(4), 723–743.
Crewson, P. E. (1997). “Public service motivation: building empirical evidence of incidence and effect”. Journal of Public Administration Research and Theory, 7(3), 499-518.
Houston, D. J. (2000). “Public service motivation: a multivariate test”. Journal of Public Administration Research and Theory, 10(5), 713-728.
Jacobson, W. S. (2011). “Creating a motivated workforce: How organizations can enhance and develop Public Service Motivation (PSM)”. Public Personnel Management, 40(3), 215-238.
Kaiser, L. C. (2012). “Mehr marketing im sozialleistungsbereich”. Public Marketing, 12, 26-29.
Kazemi, B. (1997). “A Remark on the quality of public and private organizations”. Journal of Business Transformation, (16), 11-22.
Kernodle, T. A. (2007). Antecedents and consequences of organizational citizenship behavior: A hierarchical linear modeling study. Ph.D. Dissertation, Touro University.
Kim, S. (2005). “Individual-level factors and organizational performance in government organizations”. Journal of Public Administration Research and Theory, 15(2), 245-262.
Kim, S. (2006). “Public service motivation and organizational citizenship behavior in Korea”. International Journal of Manpower, 27(8), 722-740.
Kim, S. (2009). “Testing the structure of public service motivation in Korea: A research note”. Journal of Public Administration Research and Theory, August, 99, 839-851.
Liu, B.; Tang, N. & Zhu, X. (2008). “Public service motivation and job satisfaction in China”. International Journal of Manpower, 29(8), 684-699.
Meyer, J. P.; Becker, T. E. & Vandenberghe, C. (2004). “Employee The Relationship among Public Service Motivation, Civic-Organizational Behavior... 
commitment and motivation: A conceptual analysis and integrative model”. Journal of Applied Psychology, 89(6), 991-1007.
Naff, K. C. & Crum, J. (1999). “Working for America: Does public service motivation make difference?”. Review of Public Administration, 19(4), 5-16.
Netemeyer, R. G.; Bowles, J. S.; MacKee, D. O. & McMurrian, R. (1997). “An investigation into the antecedents of organizational citizenship behaviors in a personal selling context”. Journal of Marketing, 61, 85-98.
Nyhan, R. C. & Marlowe, H. A. (1993). “Organizational effectiveness enhancement under total quality management (TQM) in a non-Manufacturing”. In: D. J. Sumanth, R. Poupart, D. S. Sink, editors, Productivity and Quality management frontiers, Norcross: G.A. Industrial Engineering and Management Press, 294-303.
Organ, DW. & Ryan, K. (1995). “A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior”. Journal of Pers Psychol, (48), 775-802.
Pandey, S. K.; Wright, B. E. & Moynahan, D. P. (2007). “Public Service Motivation and organizational citizenship behavior: Testing a preliminary model”. L Follette School Working Paper, (2007-0017), Retrieved October 22, 2007 from publications/workingpapers/ moynihan2007-017.pdf.
Parasuraman, A.; Zeithaml, V. & Berry, L. L. (1988). “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality”. Journal of Retailing, 63(1), 12–37.
Parasuraman, A.; Zeithaml, V. A. & Berry, L. L. (1985). “A Conceptual Model of Service Quality and its Implications for Future Research”. Journal of Marketing, 49, 41-50.
Perry, J. L. (1996). “Measuring Public Service Motivation: An assessment of construct reliability and validity”. Journal of Public Administration Research and Theory, 6(1), 5-22.
Perry, J. L. & Wise, L. R (1990). “The Motivational Bases of Public Service”. Public Administration Review, 50(3), 367-373.
Petrovsky, N. (2009). Does Public Service Motivation Predict Higher Public Service Performance? A Research Synthesis. Martin School of Public Policy and Administration, University of Kentucky, pp.1-14
Podsakoff, P. M.; MacKenzie, S. B.; Paine, J and B. & Bachrach, D. G (2006). “Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research”. Journal of Management, 26, 513-563. 20 (IJMS) Vol. 9, No. 1, Junuary 2016
Rainey, H. G. (1982). “Reward preference among public and private managers: in search of the service ethic”. American Review of Public Administration, 16(2), 288-302.
Rainey, H. G. (2011(. “Sampling designs for analyzing publicness: Alternatives and their strengths and weaknesses”. Supplement 3, Journal of Public Administration Research and Theory, 21(3), 21-45.
Raub, S. (2008). “Does bureaucracy kill individual initiative? The impact of structure on organizational citizenship behavior in the hospitality industry”. International Journal of Hospitality Management, 27, 179-186. Rezaei, D. M.; Azadehdel, M.R.; Farahbod, F. & Gharedaghi, S. (2012). “Relationship between organizational citizenship behavior and service quality in the hospitals of Guilan”. Journal of Guilan University of Medical Sciences, 20(80), 10-15.
Sehhat , S.; Mahmoudzadeh, S. M.; Ashena, M.. & Parsa, S. (2015). “Positive psychological capital: The role of Islamic work ethics in Tehran Public Organizations”. Iranian Journal of Management Studies (IJMS), 8(4), 545-566.
Sunaryo, S & Sunaryo, J. (2013). “A test of model of the relationship between public service motivation, job satisfaction and organization citizenship behavior”. Review Integrative Business & Economics Research, 2(1), 381-398.