Effects of perceived organisation support, employee engagement and organisation citizenship behaviour on quality performance

The study investigated the influence of perceived organisation support, employee engagement, and organisation citizenship behaviour on quality performance of ISO 9001:2000 certified manufacturing firms in Sri Lanka. A random sample of 255 shop-floor employees that fulfilled the selection criteria set for the study responded. Structural equation modelling was used for the data analysis. It was found that OCB-I mediates the relationship between perceived organisation support and quality performance as well as employee engagement and quality performance. However, the findings suggest that neither perceived organisation support nor employee engagement operate as an antecedent to organisation citizenship behaviour that immediately benefit the organisation in general (OCB-O).