How do the crises affect the organizational citizenship behaviors? Case of a Tunisian subsidiary of a French call center (notice n° 569020)
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| fixed length control field | 02859cam a2200301 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250121131120.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Ben Hassine, Anissa |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | How do the crises affect the organizational citizenship behaviors? Case of a Tunisian subsidiary of a French call center |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2022.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 23 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Organizational citizenship behaviors (OCB), which can be defined as behaviors not prescribed in advance for the performance of a given job, are recognized for their beneficial effects both on the general functioning of the organization and on the individuals who compose it. The objective of this research is to study whether crisis modify the nature and intensity of these behaviors. For this, a study was conducted with the teleoperators of an international call center located in Tunisia, before and during the period of the Covid-19 crisis.The methodology, of a qualitative type, mobilizes different techniques : observant participation in a preliminary phase, exploratory interviews to study the CCOs adopted and the factors encouraging/inhibiting their adoption, and netnography, used during the two stages of the research and particularly during the Covid-19 crisis.The results show that if the crisis allows to reinforce the CCOs towards the individuals, in particular the altruism towards the colleagues, it can considerably degrade the CCOs towards the organization. The first result would be explained by organizational support perceived as weak during the crisis, while the second would find its origin in the violation of the psychological contract, the premises of which are found in the company’s reaction during previous crises, especially during the Tunisian revolution in 2011.In addition, we recommend that the support of employers of their employees in times of uncertainty is necessary in order to strengthen their commitment. This can be done through HRM practices reflecting care and benevolence, psychological support and transparent internal communication. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | psychological contract |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | organizational citizenship behaviors |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Covid-19 |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | organizational support |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | call center operators |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | psychological contract |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | organizational citizenship behaviors |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Covid-19 |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | organizational support |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | call center operators |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Fessi, Safa |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Berrazaga, Imen |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Revue internationale de psychosociologie et de gestion des comportements organisationnels - RIPCO | XXVIII | 73 | 2022-09-15 | p. 37-61 | 2262-8401 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/journal-revue-internationale-de-psychosociologie-de-gestion-des-comportements-organisati-2022-73-page-37?lang=en&redirect-ssocas=7080">https://shs.cairn.info/journal-revue-internationale-de-psychosociologie-de-gestion-des-comportements-organisati-2022-73-page-37?lang=en&redirect-ssocas=7080</a> |
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