Going the extra mile: Cultivating and managing employee citizenship behavior
概述了激发员工组织公民行为的因素，并基于这些因素解释组织如何制定实践来培养和维持员工公民行为，同时说明如何监控和管理这些行为以提升组织与员工绩效。
Executive Overview An organization's ability to elicit employee behavior that goes above and beyond the call of duty can be a key asset and one that is difficult for competitors to imitate. Researchers have given a label to the superior efforts that employees make on behalf of their organizations--organizational citizenship behavior. Given the value of citizenship behavior, it is important to gain a better understanding of what organizations can do to cultivate a workforce of good organizational citizens. This article provides an overview of the factors that are responsible for producing citizenship behaviors. Based on these factors, we explain how organizations can develop practices that foster and sustain employee citizenship. Finally, the article describes how citizenship behaviors must be monitored and properly managed in order for such behaviors to have enhancing rather than deleterious effects on organizational and employee performance.