The relationship between change implementation, organisational citizenship behaviour and job satisfaction in the business process outsourcing industry in the Western Cape, South Africa

Abstract

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.