Change management is inevitable in the Business Process Outsourcing (BPO)
industry in South Africa, where organisations have to be constantly vigilant when
tackling the interwoven relationship between change implementation, organisational
citizenship behaviour (OCB) and job satisfaction.
The objective of this Master’s thesis study was to examine the nature of change
implementation in the BPO industry, to determine the effects of change
implementation on OCB and job satisfaction and to examine the relationship between
change implementation, OCB and job satisfaction.