This review presents the possible relationship between Organizational Citizenship Behaviors (OCBs) in enhancing customer indicators. Though ample research has been conducted on OCBs in the recent past, the relationship between OCBs and customer service indicators has probably not been studied in the Indian context. The study of this relationship attains greater importance since OCB is a discretionary kind of behavior which is not dependent on formal reward systems of the organization, and leads to customer citizenship behavior.

Organizations world over are constantly involved in exploring different ways and means to stay tuned in the marketplace. In this process, those organizations capable of getting the best performance from the employees, coupled with good governance are likely to perform better. The question to be answered is: What is best performance?

It is seen that in both government and private organizations, a few employees are extremely committed to their job beyond expectation. They put in more than the stipulated number of hours of work, do not utilize their legitimate leaves, work on holidays without claiming extra monetary benefits, etc. They exhibit these kinds of behavior knowing fully well that they do not get anything in return (promotions, monetary benefits etc.) for their extra efforts. What really makes them perform that way could be because they have different attitudes, or because they have certain personal qualities. Organizational Citizenship Behavior (OCB) addresses such behavior of individuals in general, which would benefit the organizations in particular.

Management Research Journal, Organizational Citizenship, Enhancing Customer Service Indicators, Organizational Citizenship Behaviors (OCBs), Altruism, Sportsmanship, Civic Virtue.