Investigating the relationship between compensation and organisational citizenship behaviour among cashiers at retail outlets in Sedibeng

Abstract

This study explored the relationship between compensation and organisational citizenship behaviour (OCB) among cashiers at retail outlets in the Sedibeng Region of South Africa. The research addressed the following objectives: (1) to determine how cashiers perceive the impact of their compensation packages on their willingness to engage in discretionary OCB, (2) to understand how perceptions of fairness and adequacy of compensation influence their attitudes and behaviours related to OCB, and (3) to investigate how contextual factors, such as the local economic environment and cultural norms, shape the interplay between compensation and OCB among cashiers in the Sedibeng Region. A qualitative, constructivist methodology was employed, using in-depth, semi-structured interviews with nine cashiers selected through non-probability purposive sampling to ensure a diverse range of experiences and tenures. Data were analyzed using ATLAS.ti 23 software, guided by the Morse and Field technique, to identify key themes and patterns in participants' responses. The findings revealed that cashiers who perceived their compensation as fair and adequate were more likely to exhibit OCB, such as helping colleagues, being courteous to customers, and going beyond their job descriptions. Conversely, those who felt their compensation was insufficient reported frustration and a lack of motivation to perform beyond their basic duties. The study also highlighted the influence of cultural values, particularly ubuntu, which fostered a sense of community and teamwork among employees. Economic constraints in the Sedibeng region further emphasized the importance of job security and fair compensation in motivating employees. Based on these findings, the study concluded that fair and transparent compensation packages are critical for enhancing OCB among cashiers. The recommendations include: (1) improving compensation structures to ensure fairness and adequacy, (2) implementing recognition programs to reward discretionary efforts, and (3) incorporating culturally aligned team-building activities to strengthen community-mindedness and teamwork. These strategies are essential for fostering a motivated and engaged workforce, improving employee retention, and enhancing overall retail performance.