Extra-role Service Behavior Research Articles

Bridging the Gap between Ethical Climate and Nurses’ Service Behaviors: the Critical Role of Professional Well-Being

Although the importance of nurses’ service behaviors has been increasingly emphasized, few studies accounted for how organizational or individual antecedents affect nurses’ psychological processes to implement service behaviors. Additionally, they mainly focused on the one side of roleprescribed service behavior and ignored the effect on extra-role service behavior. This study seeks to explore the relationship between ethical climate and nurses’ service behaviors from a comparative view, of the role-prescribed and extra-role service behavior and examine the mediating effect of nurses’ professional wellbeing (as characterized by positive attitudes toward work, specifically harmonious work passion and obsessive work passion). Survey data from 378 nurses in China indicate that nurses’ harmonious work passion mediated the effects of ethical climate on both their role-prescribed and extra-role service behavior; however, obsessive work passion only mediated the effect of ethical climate on roleprescribed service behavior. Managerial implications and future research directions are discussed in this study.

Job resourcefulness, work engagement and prosocial service behaviors in the hospitality industry

PurposeProsocial service behaviors play a major role in the hospitality industry. However, few studies have examined how job resourcefulness affects prosocial service behaviors. This paper aims to investigate the relationship between job resourcefulness and prosocial service behaviors as well as clarify the mediating effect of work engagement.Design/methodology/approachA questionnaire was developed to collect data from 282 frontline service employees in Taiwan’s hotel industry. Structural equation modeling was conducted to test the hypotheses of this research.FindingsThe results indicate that job resourcefulness is positively related to role-prescribed service behaviors, extra-role service behaviors and cooperation. Furthermore, work engagement mediates the relationship between job resourcefulness and prosocial service behaviors.Research limitations/implicationsThe design of cross-sectional research restricts inference to the findings of cause–effect relationships. Also, the design of this study could not rule out the effect of common method variance, as all the data used in the study were acquired using the same questionnaire.Originality/valueThe current study contributes to the hospitality management research by investigating the link between job resourcefulness and prosocial service behaviors, and elaborating the partially mediating role of work engagement in this relationship.

Job standardization and service quality: The mediating role of prosocial service behaviors

Service quality has been recognized as a major topic in the tourism and hospitality industry. Although previous literature has examined the relationship between job standardization and service quality, the mechanism underlying this relationship remains a black box. The purpose of this study is to examine the relationship between job standardization and service quality, and to clarify the role of prosocial service behaviors. Survey data from 336 customer-contact employees and 404 customers in Taiwan indicate that job standardization positively affects role-prescribed service behavior and extra-role service behavior of customer-contact employees, in addition to the service-quality perception of their customers. Extra-role service behavior also positively affects service quality. By contrast, the effect of role-prescribed service behavior on service quality is not significant. In addition, prosocial service behaviors mediate the relationship between job standardization and service quality. Managerial implications and future research directions are discussed in this study.

Inking Perceived Ethical Climate to Performance Outcomes: The Mediating Role of Job Embeddedness

A conceptual model examining job embeddedness as a mediator of the impact of perceived ethical climate on job performance and extra-role customer service is developed and tested. Data obtained from frontline hotel employee-supervisor dyads in Nigeria were used to assess these relationships via structural equation modeling. The results suggest that job embeddedness fully mediates the effect of perceived ethical climate on frontline employees’ performance outcomes. Specifically, employees with favorable perceptions of the firm’s ethical climate are embedded in their jobs. Such employees in turn display elevated levels of job performance and extra-role customer service behaviors. Implications of the results are discussed and their implications for future research are offered.

Want a tip? Service performance as a function of emotion regulation and extraversion.

Surface acting and deep acting with customers are strategies for service performance, but evidence for their effectiveness is limited and mixed. We propose that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion. In Study 1, restaurant servers who tended to use deep acting exceeded their customers' expectations and had greater financial gains (i.e., tips) regardless of extraversion, whereas surface acting improved tips only for extraverts, not for introverts. In Study 2, a call center simulation, deep acting improved emotional performance and increased the likelihood of extrarole service behavior beyond the direct and interactive effects of extraversion and other Big Five traits. In contrast, surface acting reduced emotional performance for introverts and not extraverts, but only during the extrarole interaction. We discuss implications for incorporating traits into emotional labor research and practice.