How do female hotel employees thrive at service work? THE moderating effect of financial self-efficacy

Purpose– The purpose of this paper is to examine the effect of employment status on service-oriented organizational citizenship behavior (OCB) of customer contact employees. The authors also investigate the mediating roles of internal mobility opportunity and job insecurity in the relationship between employment status and service-oriented OCB.Design/methodology/approach– A survey methodology was used and data were collected from a dyad-sample of 270 employees and their supervisors of one retail and one banking companies in Taiwan. Product-of-coefficients approach and bootstrapping were used to test the multiple mediating model.Findings– The results demonstrate that temporary employment related negatively to service-oriented OCB. Moreover, both internal mobility opportunity and job insecurity mediated the employment status – service-oriented OCB linkage.Research limitations/implications– This study has three limitations. First, this study examined only fixed-term direct-hire temporary employees. Future research should explore voluntary job behaviors of different categories of temporary employment to confirm the results of the present study. Second, this study examined internal mobility opportunity and job insecurity as two mediators. Other alternative avenues may exist by which employment status may lead to service-oriented OCB. Future research may explore additional possible mediators. Finally, the participants of this study were selected by the human resource departments of the participating companies. This option could have introduced selection bias in this study.Practical implications– This study suggests that management should be aware of why temporary customer contact employees have lower levels of service-oriented OCB. As service-oriented OCB may be vital for organizational success in the service context, management must consider the benefits and costs when hiring temporary employees. Moreover, management can motivate temporary employees to display higher service-oriented OCB by shaping their expectations of internal mobility possibilities, or reducing temporary employees’ perception of job insecurity to enhance their service-oriented OCB.Originality/value– This study makes two contributions. First, this study extends the effect of employment status in the OCB literature by investigating the relationship between employment status and service-oriented OCB for customer contact employees. The results of the present study lend support for the partial exclusion theory to predict that socially excluded group (i.e. temporary employees) tends to be less engaged in service-oriented OCB. Second, this study contributes to the literature by investigating two important links (i.e. internal mobility opportunity and job insecurity) to explain why temporary employment may lead to lower service-oriented OCB.

Customer evaluations of service-oriented organizational citizenship behaviors: Agentic and communal differences

Based on social cognitive theory and social exchange theory, this study was to investigate the relationship between service self-efficay, service reponsibiliy and service-oriented organizational citizenship behavior(OCB). Also we examined the moderate effect of authentic leadership on the service self-efficacy, responsibility and service-oriented OCB relationship. Authentic leadership was consist of self-awareness and self-regulation. service-oriented OCB was divied by loyalty, delivery and participation. we were gathered overall(high order) impact of authentic leadership and service-oriented OCB. We set the direct and moderate effect hypotheses. To test hypotheses, total of 220 questionnaires are used for analysis. To overcome the common method problems, 2nd time collect questionnaires with time lag of three months. The results of study are as follows. First, service self-efficay and service responsibility increased service-oriented OCB. Second, authentic leadership increased service-oriented OCB. Third, authenctic leadership moderate service responsibilty on service-oriented OCB. We found that service self-efficacy, service responsibility are determinants of service-oriented OCB and authentic leadership as a context role of those of relationship. Hospitals provide medical services, which more build up and focus on training program for high on self-efficacy, responsibility and authentic ledership, which in turn service-oriented OCB increased.

PurposeBorder management, barring illegal foreign workers, and immigrant counseling are three major functions of the National Immigration Agency (NIA) of Taiwan. These functions are composed of traditional “job” as well as social “work” characteristics. In other words, these functions have shifted from a “position”-based job design to an “overall operation”-based work design that incorporates environmental and situational factors. The purpose of this paper is to examine frontline immigration workers in Taiwan in order to determine how the motivational (task-oriented) and social work (social-oriented) characteristics (SWCs) of the immigration work design model influence immigration workers’ organizational citizenship behaviors (OCBs).Design/methodology/approachThe authors collected 312 questionnaires, of which 304 were valid, with 230 completed by men and 74 by women.FindingsThe results revealed that SWCs and collective efficacy at the group level had significantly positive effects on collective efficacy and service-oriented OCB, respectively. Task-oriented work characteristics had positive effects on self-efficacy and thus on individual level service-oriented OCB, and self-efficacy also had positive effects on individual service-oriented OCB. Both SWCs and collective efficacy had a contextual effect on individual-level outcome variables. Furthermore, the combination of SWCs with self-efficacy had cross-level effects on individuals’ service-oriented OCB.Originality/valueThese findings can enhance people’s understanding of how the social and motivational power of work characteristics can encourage employees to exhibit service-oriented OCB. This implies that the NIA can stimulate individual self-motivation and affect group-level efficacy and service-oriented OCB through the environmental context and social relationship characteristics of border affairs brigades (branches).

Background: Financial management is an essential management function for any small business. Short-term financial management is especially crucial for start-ups and established businesses. Owners of small businesses in South Africa often need to perform this function themselves; however, many do not possess the skills and practices required to perform this function effectively. Financial self-efficacy acts as an important motivating factor in managing the finances of a business. Focused training is important in developing financial management skills, but little research has been conducted to determine whether this type of training improves financial management skills and financial self-efficacy. Aim: To determine whether a tailor-made financial management training course improves the development of short-term financial management skills and financial self-efficacy of small business owners in South Africa. Setting: This study sampled small business owners who attended a tailor-made financial management training course that focused on short-term financial management principles. Method: A quasi-experimental study using a pre-test–post-test single-group design was applied using self-administered questionnaires. Results: The results from a one-tailed paired-sample t -test show that the training course significantly improved both the development of short-term financial management skills and the financial self-efficacy of participants. Conclusion: Tailor-made financial management training courses enhance the short-term financial management skills of owners of small businesses and also improve their financial self-efficacy. By improving both their skills and self-efficacy, small business owners are likely to make better financial decisions and be more motivated to implement financial management practices.

PurposeThe aim of the study is to investigate the relationship between humble leadership, project success, and service-oriented organizational citizenship behavior (OCB) and how task complexity may moderate this relationship. The study aims to determine if humble leaders are more likely to promote service-oriented OCB among team members and if this behavior in turn leads to greater project success, especially in complex task environments. These relationships are examined through the lens of the conservation of resources theory.Design/methodology/approachThe data were collected from the employees working in software companies using a closed-ended questionnaire, and a total of 214 complete questionnaires were analyzed. The research model was tested using structural equation modeling with the help of Smart PLS 3 software.FindingsHumble leadership is positively associated with service-oriented organizational citizenship behavior (OCB), which in turn is linked to project success. Task complexity does not appear to have a significant impact on this relationship.Practical implicationsHumble leadership is positively related to IT project success through its influence on service-oriented organizational citizenship behavior and task complexity. Implications include the importance of fostering a humble leadership style to enhance IT project success, as well as the potential benefits of promoting service-oriented behavior among employees. It also highlights the need to consider task complexity when evaluating project success.Originality/valueThe research explores the relationship between “humble leadership” and project success, and how it relates to “service-oriented organizational citizenship behavior” and “task complexity”. It presents an original perspective on the role of leadership in project success and the impact of organizational culture on project outcomes through the lens of the conservation of resources theory.

Organizational citizenship behavior (OCB) is non-mandated behavior of employees’ shown in the workplace which is not included in the formal job requirements. A special form OCB known as service oriented organizational citizenship behavior (SOCB) is essential for service organization since it helps to increase customer satisfaction, service quality and decrease customer complaints. In spite of these significances, still very few researches have been conducted to identify the antecedents of such behavior. The objective of the current study is to identify the impact of impersonal trust on employees SOCB with the moderating effect of work family conflict. Data was collected through self-administered questionnaire from 403 customer contact female employees working in private commercial banking sector of Bangladesh. Results of partial least squares (PLS) revealed that impersonal trust positively and significantly related with SOCB where the study found no moderating effect of work family conflict to reduce the trust-SOCB relationship. Implications of the findings with necessary suggestions for future research are also offered.

This research aims to verify the effect of Organizational Climate (OC) on service-oriented organizational citizenship behaviors (OCB) and explore whether organizational climate generates a moderating effect that affects the relationship between organizational support and service-oriented OCB. A total of 2,869 questionnaires filled by personnel in the service industries were returned. Results indicate that the factor of “organizational support” perceived by the frontline service personnel affects service-oriented OCB, as demonstrated by the surveyed subjects, but no direct effect is found between OC and service-oriented OCB. Nevertheless, OC has a moderating effect on certain variables of “organizational support” and “service-oriented OCB.” Most of the results indicate positive effects on the factors of “employee loyalty” and “service-oriented OCB” under the dimension of “service delivery.” In addition, no moderating effect is found on “service-oriented OCB” under the dimension of “participation.” Key words: Organizational support, service-oriented organizational citizenshipbehaviors, organizational climate.

The purpose of this study was to examine the direct effect of emotion regulation (deep acting and surface acting) on service-oriented organizational citizenship behavior (SO-OCB), an to test for moderating effects of gender on the relationship between emotion regulation and SO-OCB. The subjects of this study were the frontline service employee at the four star hotels in Padang, West Sumatera, including personnel at front desks, in service centers, in housekeeping, and in restaurants. For data analyses, a series of hierarchical moderated regression analyses with a method of sub group were employed. The study finds that deep acting and surface acting significantly affects SO-OCB. Male and Female moderated the relationship between deep acting and SO-OCB. Male moderated the relationship between surface acting and SO-OCB, but Female did not moderate the relationship between surface acting and SO-OCB.

Tourist hotel industry is a service industry. Service providers play a very important role to make customers feel the pleasant experience. It is critical that employees with the sense of happiness can approach this goal. Since the employees’ salary and welfare in tourist industry is not lucrative, the aim of research is to study the catalysis of internal marketing implementation on the employees’ well-being or happiness and thus influence their service-oriented organizational citizenship behavior. The survey questionnaires were used to investigate into tourist hotels in Southern Taiwan by purposive stratified sampling method. After telephone interviewing with tourist hotels’ managers, total of 280 questionnaires were sent out, and 173 replied were valid. SPSS were used to analyze data. The statistical methods included t-test, one-way ANOVA and multiple regression. This study obtained the following conclusions: (1) The implementation of internal marketing has a significant effect on perception of employee happiness. (2) The implementation of internal marketing has a significant effect on employees’ service-oriented organizational citizenship behavior. (3) The employees’ happiness has mediating effect on implementation of internal marketing to service-oriented organizational citizenship behavior. (4) Higher income employees have more perceptions of implementation of internal marketing. Unmarried women have more sense of happiness. Moreover, higher income and higher seniority employees have more service-oriented organizational citizenship behavior.

PurposePrevious research on the service-oriented organizational citizenship behavior (OCB) of employees has mainly focused on the examination of its driving factors, and has ignored the consequences that it may bring to the workplace. To bridge this research gap, by shifting the focus to the event observers, a double-edged sword model is constructed in the present study, which helps explain whether, when, and why the service-oriented OCB of coworkers is contagious.MethodologyMulti-wave data of 239 employees from seven service-oriented companies in the hospitality industry in central and southwestern China were used to support the proposed model. The time-lag method and critical incident techniques were introduced during the data collection stage. OLS regression and the bootstrapping method were employed for hypothesis testing.FindingsDrawing on attribution theory, it is argued that the contagion (vs non-contagion) effects of service-oriented OCB work through the dual cognitive pathways (hypocrisy perception vs serving self-efficacy) of observers, which depend on the self-serving attribution of the observers to the behaviors of their coworkers. Specifically, when the self-serving attribution of observers is high, the service-oriented OCB of their coworkers is positively associated with the hypocrisy perception of the observers, which in turn inhibits their own service-oriented OCB. In contrast, when the self-serving attribution of observers is low, the service-oriented OCB of their coworkers is positively associated with the serving self-efficacy of the observers, which in turn promotes their service-oriented OCB. This framework provides a valuable theoretical explanation perspective and empirical evidence for the exploration of how service-oriented OCB affects observers.

ABSTRACTWe adopt a multilevel approach to investigate ethical ideology, moral leadership, and ethical climate in predicting service-oriented organizational citizenship behavior (OCB) and service sabotage. Data were collected from 36 food and beverage units in hotels in Taiwan. The sample comprised 504 employees and 36 supervisors. Results show that idealism is positively related with service-oriented OCB, but negatively related with service sabotage; relativism is the opposite. Moral leadership and ethical climate are both positively related with service-oriented OCB and negatively related with service sabotage. In addition, moral leadership moderates the relationship between relativism and service-oriented OCB. Ethical climate moderates the relationship between idealism and service-oriented OCB and service sabotage. The implications of this study for research and practice are discussed.

PurposeThis paper aims to examine the effect of a supervisory support climate on frontline employees’ service-oriented organizational citizenship behavior (OCB) using a multilevel conceptual model. A positive group affective tone – a meaningful construct – is introduced to investigate the mediating and moderating roles in this relationship in the context of hospitality.Design/methodology/approachData were collected from 41 international tourist hotels in Taiwan. A total of 476 valid questionnaires from frontline employees were received for data analysis. The results were analyzed by using hierarchical linear modeling (HLM).FindingsThese results not only indicate that a supervisory support climate has a positive effect on service-oriented OCB but also reveal that a positive group affective tone partially mediates and notably interacts with the relationship between the supervisory support climate and service-oriented OCB.Practical implicationsBased on the results, this study recommends that hotels train their managers to build a supervisory support climate, because this is the key source of service-oriented OCB in frontline employees. In addition, hotel managers need to exert a positive group affective tone to reinforce the effect of a supervisory support climate on service-oriented OCB.Originality/valueThis study contributes to the current hospitality literature by verifying the effect of a supervisory support climate on service-oriented OCB from a multilevel perspective. It also extends the understanding of the mechanism and interaction effect of the positive group affective tone in this multilevel relationship.

Team‐oriented tasks are inherent in the hospitality industry, requiring leaders to cultivate quality relationships with subordinates and facilitate team‐member interaction to achieve organizational goals. However, there is a lack of understanding of how leaders' political skills shape vertical and horizontal exchange relationships, leading to subordinates' performance. This study investigates the impacts of leader political skill (LPS) on leader–member exchange (LMX), team–member exchange (TMX), and service‐oriented organizational citizenship behavior (SOOCB) in an airline service setting where leaders' relationship‐building skills and influence and members' interpersonal relationship building are essential. To this end, 289 valid questionnaires were collected from flight attendants in South Korea. Results showed that perceived LPS positively affected LMX and TMX. Additionally, LMX and TMX fully mediated the relationship between LPS and SOOCB.

ABSTRACTThis study sought to examine the impact of volunteerism (motivation to help) on service‐oriented organizational citizenship behavior (S‐OCB) of salespeople as mediated by the positive and negative affectivity, and further how the involvement of salespeople in S‐OCB would affect the customer loyalty toward the company. The context chosen for empirical investigation was the Indian pharmaceutical sector and the sample consists of 125 medical sales representatives from four companies that are well‐established players, including three multinational firms and one Indian company, as well as their supervisors (n = 48) and doctors (n = 150). The data are analyzed through partial least squares approach to path modeling to estimate the measurement and structural parameters. All of the hypotheses are confirmed. The results of this study indicate that volunteerism exhibits a significant positive impact on S‐OCB and customer loyalty. In addition, this positive impact is partially mediated by positive and negative affectivity. In sum, the proposed model explains a large amount of variance in S‐OCB and customer loyalty, suggesting that it will serve as a useful tool for analyzing service‐oriented organizational sale persons’ behavior and customers’ reactions. The implications of these results include improving service OCB by promoting volunteerism in the service industry and emphasizing the important roles of service staff in enhancing the customer loyalty.