Employee engagement in CSR initiatives and customer‐directed counterproductive work behavior (CWB): The mediating roles of organizational civility norms and job calling

Abstract

AbstractThis study aims to examine how service employees' perceptions of corporate social responsibility (CSR) affect their customer‐directed counterproductive work behavior (CWB) and the mediation of this link through their organizational civility norms and job calling. Working with a sample of 252 frontline employees in South Korea hotels, structural equation modeling is employed to test research hypotheses. The results of this study suggest that service employees' perceptions of CSR are negatively related to their customer‐directed CWB. Second, service employees' organizational civility norms mediated the negative relationship between service employees' perceptions of CSR and customer‐directed CWB. Third, service employees' job calling also mediated the negative relationship between their perceptions of CSR and customer‐directed CWB. Finally, the relationship between service employees' perceptions of CSR and customer‐directed CWB is sequentially and fully mediated by organizational civility norms and job calling. The theoretical and managerial implications of the results and limitations of the study are discussed, and future research directions are suggested.