Abstract
This study examines the relationship between service climate, empowerment, and organizational citizenship behavior among Vietnamese employees at restaurants in urban areas of South Korea. Moreover, the mediating role of empowerment between service climate and organizational citizenship behavior is investigated. From a sample of 209 Vietnamese respondents working in Asian ethnic restaurants, the findings indicate that work facilitation is the most influential service climate that affects empowerment. However, two service climate factors—managerial support and customer orientation—are not statistically significant. Moreover, organizational citizenship behavior among employees is enhanced not only by service climate but also by empowerment. This study provides empirical evidence of employee perceptions of service climate and of the influence of service climate on employee empowerment and organizational citizenship behavior for customer service quality. This study expands the knowledge regarding foreign employees at restaurants and provides important theoretical and practical implications for creating a sustainable work environment and empowering employees who strive for an excellent quality of customer service in the context of the restaurant industry.
Highlights
IntroductionThe number of foreign workers in the Republic of Korea has increased since the
The present study focuses on the relationships between service climate, empowerment, and organizational citizenship behavior (OCB) among Vietnamese employees at restaurants in South Korea
This study provides empirical evidence that OCB among employees is enhanced by service climate, and by empowerment
Summary
The number of foreign workers in the Republic of Korea has increased since the. As the growth of industries has rapidly increased, labor shortage has become a serious social problem [1,2]. The labor shortage results in low birth rate, high education level, and difficult and dangerous work avoidance in South Korea [1]. For this reason, the Ministry of Employment and Labor (MOEL) introduced the foreign workforce quota to solve the labor shortage and balance human resource supply and demand for the affected industries [1]. Other social problems related to foreign workers have emerged. Companies hiring foreign workers have reported negative aspects such as employee job stress, high turnover intention, conflicts between employees and owners, cultural differences, and communication problems [3,4]
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