The Role of Extra-role Behavior in Improving Public Service Quality: A Literature Review
DOI:
https://doi.org/10.18502/kss.v10i18.19493Keywords:
extra-role behavior, public service, public service motivation, OCB, service qualityAbstract
This paper aims to critically examine the role of extra-role behavior (ERB) or organizational citizenship behavior (OCB) in improving the quality of public services in Indonesia. It uses a systematic literature review of seven relevant national scholarly articles and synthesizes findings on how various dimensions of OCB such as altruism, conscientiousness, sportsmanship, civic virtue, and individual initiative contribute to effectiveness and satisfaction within the context of public service. This study highlights the significant role of public service motivation (PSM) as a primary antecedent of OCB in Indonesia’s public sector and the influence of contextual factors such as leadership and reward systems in fostering extra-role behavior. The novelty of this review lies in the in-depth integration of national literature within the context of Indonesian public services, synthesis of the interaction between PSM and OCB dimensions, articulation of the implications of OCB dimensions on service mechanisms, contextual perspectives on OCB antecedents, and the identification of future research agendas relevant to the specific characteristics of Indonesia’s public sector. This review concludes that OCB is a crucial asset in enhancing the quality of public services and recommends that public sector organizations develop strategies that promote and appreciate employees’ extra-role behavior.
References
[1] Setijaningrum, E. (2017). Extra role behaviour: Peningkatan performance pelayanan pada Puskesmas Balongsari Kota Surabaya / Extra role behavior: Improved service performance at Puskesmas Balongsari Surabaya. Jejaring Administrasi Publik, 9(1), 1011–1027.
[2] Darto, M. (1969). Peran Organizational Citizenship Behavior (OCB) dalam peningkatan kinerja individu di sektor publik: Sebuah analisis teoritis dan empiris. Jurnal Borneo Administrasi, 10(1). https://doi.org/10.24258/jba.v10i1.167
[3] Ingrams, A. (2020). Organizational citizenship behavior in the public and private sectors: A multilevel test of public service motivation and traditional antecedents. Review of Public Personnel Administration, 40(2), 222–244.
[4] Komalasari, P. T., Nasih, M., & Prasetio, T. (2009). Pengaruh public service motivation dan organizational citizenship behavior terhadap kinerja organisasi pemerintahan. Jurnal Manajemen Teori dan Terapan: Journal of Theory and Applied Management, 2(2), 128–141.
[5] Himam, F. (2024). The work ethic of police as personnel work involvement in public service performance through extra role behavior. [ Journal Name Missing], 1(4), 53– 68. (Consider specifying the journal name)
[6] Ulum, M. B. (2015). Reward power, kepemimpinan situasional, dan extra role behavior terhadap kinerja pegawai. Jurnal Ilmu Sosial dan Ilmu Politik, 4(1), 82–87. Available at: https://publikasi.unitri.ac.id/index.php/fisip/article/viewFile/90/123
[7] Gozali, D. (2020). Extra role behaviour aparat dalam pelaksanaan program ‘Ketuk Pintu Layani Dengan Hati’ sebagai upaya menurunkan angkapenularan penyakit pada... [Thesis, Universitas Airlangga]. Available at: https://repository.unair.ac.id/96605/4/BABIPENDAHULUAN.pdf
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Isra Miarni, Muh. Akmal Ibrahim
This work is licensed under a Creative Commons Attribution 4.0 International License.
