“individual behavior that is discretionary,
not directly or explicitly recognized by the formal reward system, and
that in the aggregate promotes the effective functioning of the organization. By
discretionary, we mean that the behavior is not an enforceable requirement of the
role or the job description, that is, the clearly specifiable terms of the person’s
employment contract with the organization; the behavior is rather a matter of
personal choice, such that its omission is not generally understood as punishable.