THE MANIFESTATIONS OF ORGANISATIONAL CITIZENSHIP BEHAVIOR. THE PERSPECTIVE OF THE INTERNAL CUSTOMER
THE MANIFESTATIONS OF ORGANISATIONAL CITIZENSHIP BEHAVIOR. THE PERSPECTIVE OF THE INTERNAL CUSTOMER

Summary/Abstract: The article focuses on two intrapersonal factors having a significant impact on the idea of the internal customer and the existence or absence of organizational citizenship behavior. These factors are altruistic and egoistic attitudes. Research aims. The main objective of the analysis presented in the article is to describe manifestations of organizational citizenship behavior from the perspective of the internal customer. Methodology. The article is based on the study of the literature on this subject. It also has the character of a conceptual review. The reflections included in the article result from the author’s many years of practical managerial experience in the use of such techniques as participant observations, interviews, analyses of intraorganisational source documentation and others. Thus the article contains the attributes of research based on the ethnographic method. Key findings. The author characterizes five personality types of the internal customer in the context of organizational citizenship behavior. The first type is the “altruist”. The second type is the “neutral”. It represents the internal customer who is half an altruist and half an egoist. The “egoist” is the third type of the internal customer who functions in two dimensions. The egoist adopts positive behavior only in return for an award. This type of an internal customer represents also behavior which is apparently positive (counterproductive). The fourth fifth type is the internal customer who, restricted internally or externally, does not adopt citizenship behavior. The conclusions of the article present possible problems and questions which could constitute a starting point for further research on organizational citizenship behavior from the perspective of the internal customer.

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