@article{0ea0eba4-7578-4ffb-ae09-816e0cf159ba, author = {Boleslaw Goranczewski}, title = {The Manifestations of Organisational Citizenship Behaviour. The perspective of the internal customer}, journal = {International Journal of Contemporary Management}, volume = {2017}, number = {Numer 16(4)}, year = {2018}, issn = {2449-8920}, pages = {39-61},keywords = {internal customer; internal supplier; internal product; organisational citizenship behaviour}, abstract = {Background. The article focuses on two intrapersonal factors having a significant impact on the idea of the internal customer and the existence or absence of organisational citizenship behaviour. These factors are altruistic and egoistic attitudes.  Research aims. The main objective of the analysis presented in the article is to describe manifestations of organisational citizenship behaviour from the perspective of the internal customer.  Methodology. The article is based on the study of the literature on this subject. It also has the character of a conceptual review. The reflections included in the article result from the author’s many years of practical managerial experience in the use of such techniques as participant observations, interviews, analyses of intraorganisational source documentation and others. Thus the article contains the attributes of research based on the ethnographic method.  Key findings. The author characterises five personality types of the internal customer in the context of organisational citizenship behaviour. The first type is the “altruist”. The second type is the “neutral”. It represents the internal customer who is half an altruist and half an egoist. The “egoist” is the third type of the internal customer who functions in two dimensions. The egoist adopts positive behaviour only in return for an award. This type of an internal customer represents also behaviour which is apparently positive (counterproductive). The fourth fifth type is the internal customer who, restricted internally or externally, does not adopt citizenship behaviour. The conclusions of the article present possible problems and questions which could constitute a starting point for further research on organisational citizenship behaviour from the perspective of the internal customer. }, doi = {10.4467/24498939IJCM.17.037.8260}, url = {https://ejournals.eu/czasopismo/international-journal-of-contemporary-management/artykul/the-manifestations-of-organisational-citizenship-behaviour-the-perspective-of-the-internal-customer} }