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In our work, we hypothesize performance improvements to supply chain service operations through Organizational Citizenship Behavior (OCB). OCB is a term relating to voluntary actions of employees to help fellow employees and/or their organization through efforts that are not part of a contractual obligation. A key feature of OCB is that it is not rewarded in a formal manner. Through the years, OCB has gained substantial interest and has been studied across many organizational domains. In particular, we explore the roles of job cross-training and culture change in fostering OCBs that benefit the efficient operation of bundled inventories within the service firm.

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