Task-oriented work characteristics, self-efficacy, and service-oriented organizational citizenship behavior A cross-level analysis of the moderating effect of social work characteristics and collective efficacy

摘要

Purpose - Border management, barring illegal foreign workers, and immigrant counseling are three major functions of the National Immigration Agency (NIA) of Taiwan. These functions are composed of traditional "job" as well as social "work" characteristics. In other words, these functions have shifted from a "position"based job design to an "overall operation"-based work design that incorporates environmental and situational factors. The purpose of this paper is to examine frontline immigration workers in Taiwan in order to determine how the motivational (task-oriented) and social work (social-oriented) characteristics (SWCs) of the immigration work design model influence immigration workers' organizational citizenship behaviors (OCBs).