Moderating effect of organizational climate on the relationship of organizational support and service-oriented organizational citizenship behaviors

Abstract

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.