The Relationship Between Customer-Oriented Prosocial Behavior and Organizational Commitment Among Nurse

The purpose of this research was to identify the relationship between customer-orientation prosocial behavior, organizational commitment, job satisfaction, and intrinsic motivation among nurses in the workplace. The study measured the dependent variable customer-oriented prosocial behavior using the Customer-Oriented Behavior Likert Scale to measure COB of front-line employees across a range of service settings. The independent variables were an organizational commitment, job satisfaction, and prosocial and intrinsic motivation. The Organizational Commitment Scale was used to measure organizational commitment. The McCloskey/Mueller Satisfaction Scale was used in this research to measure nurse job satisfaction. The Prosocial and Intrinsic Motivation Scale was used to assess work motivation. For this quantitative study, a nonprobability sampling design was used addressing three main research questions controlling for age, gender, and number of years working as an RN with the expected outcome relative to predicting nurse's behavior. Multiple regression was used to evaluate the relationship among the variables. The sample consisted of 128 registered nurse participants who completed a self-administered Internet-based survey, which included a section on demographics captured on SurveyMonkey. The results of the data did not indicate a relationship between customer-oriented prosocial behavior and organizational commitment among nurses in the workplace. The conclusion was the same for job satisfaction. The study found a significant relationship between customer-oriented prosocial behavior and prosocial and intrinsic motivation among RNs in the workplace. Among the six independent predictor variables, prosocial and intrinsic motivation was the only statistically significant predictor of the dependent variables. The interpretation of these results raised the concern for making recommendations for improving customer-oriented prosocial behavior of the health care organization and motivation to improve job satisfaction productivity in nursing and patient outcomes.