The Formation of Organizational Citizenship Behavior in Hospital Employees: A Grounded Theory Study

Abstract

A hospital is a labor-intensive, capital-intensive, and problem-intensive business entity. Hospitals are human resource (HR) intensive organizations with different disciplinary backgrounds; thus, good HR management governance is required. Employees with high loyalty are assets of the hospital, leading to the need for minimum employee turnover to maintain a decent hospital performance. This study aimed to find out more about the process of forming organizational citizenship behavior in hospital employees. The research design used was a constructivist grounded theory with a convenient purposive theoretical sampling technique. Seven themes were obtained through in-depth interviews with 16 participants, including leadership; human interactions and values; personal development and competencies; personal experience and story; job satisfaction; employee loyalty; and organizational citizenship behavior. The role of leaders in employee interactions has a significant impact on the development of employee commitment. Personal stories and experiences can help generate a deeper bond with the organization and make employees more loyal. Loyal employees tend to make more effort (OCB) for the organization's success.