Service-oriented Behavior Research Articles

ESG activity recognition enhances organizational commitment and service-oriented organizational citizenship behavior among insurance call center staff

Service-oriented organizational citizenship behavior refers to service workers' helping, cooperating, sharing, and donating actions that benefit others at a cost to themselves. Based on ethical climate theory, this research investigates whether corporations adopting environmental, social, and governance (ESG) management enhance service-oriented organizational citizenship behavior (SO OCB) among service employees. A total of 230 surveys were collected from call center workers in the insurance industry, and STATA 14.0 was used to analyze the 204 responses with useable data. The results show that employees' recognized ESG activities enable SO OCB through organizational commitment. Additionally, ESG activity recognition has a positive relationship with self-efficacy and empowerment, which helps service employees regulate external expectations. Thus, this finding is significant for call center workers experiencing emotional labor. Furthermore, the results suggest that firms can contribute to employees' SO OCB by practicing ESG activities. Firms should inform employees of their ESG management efforts as employees' recognition of an ethical climate can enhance their willingness to perform service-oriented behavior. Finally, ESG activity recognition can increase employees’ organizational commitment, an important predictor of employee satisfaction and negative turnover rates.

Workplace ostracism and service-oriented behaviour: employees' workload and emotional energy

PurposeUsing conservation of resources (CoR) theory, this study investigates the role of emotional energy as a mediating mechanism in the relationship between workplace ostracism and employees' service-oriented behaviour, as well as the moderating result of workload on the relationship between emotional energy and service-oriented behaviour.Design/methodology/approachThe opinions of 554 customer-contact employees working in Bangladesh are collected via convenience sampling. Partial least squares structural equation modelling is performed to test the model.FindingsWorkplace ostracism and emotional energy are negatively related. Emotional energy is positively associated with service-oriented behaviour and mediates the link between ostracism and service-oriented behaviour. Workload significantly and negatively moderates the association between emotional energy and service-oriented behaviour.Practical implicationsHoteliers need to improve employees' emotional energy, distribute workload appropriately and fairly and implement effective strategies to minimise workplace ostracism.Originality/valueThe findings contribute to the CoR theory by explaining the mediating role of emotional energy and moderating role of workload in the Bangladeshi hospitality industry.

Humble leadership and project success: underpinning service-oriented organizational citizenship behavior and task complexity

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.

"장애인거주시설종사자의 사회적 지원이 서비스지향행동에 미치는 영향: 조직몰입/직무만족의 매개효과 "

"장애인거주시설종사자의 사회적 지원이 서비스지향행동에 미치는 영향: 조직몰입/직무만족의 매개효과 "

The role of servant leadership, self-efficacy, high performance work systems, and work engagement in increasing service-oriented behavior

ABSTRACT By integrating job demand-resources and social learning theories, the mediation effects of work engagement between servant leadership and service-oriented behavior; and moderating effects of self-efficacy and high-performance work systems (HPWS) on the connection between servant leadership and work engagement were examined. Partial least squares was applied to analyze survey data of 381 customer-contact hotel employees from three cities in Cambodia. Servant leaders have a positive and significant influence on employee-level service-oriented behavior directly and indirectly via work engagement. Both HPWS and self-efficacy significantly and positively moderates the association of servant leadership and work engagement. Overall, findings indicated the importance of servant leadership, engaged employees, HPWS, and self-efficacy in fostering service-oriented behavior. The novelty of this study is the extension of job demand-resources and social learning theories by investigating the mediating role of work engagement and the combined moderating role of HPWS and self-efficacy. Practical and theoretical implications are described. 通过整合工作需求资源和社会学习理论, 研究了工作投入在服务型领导和服务型行为之间的中介作用; 此外, 还考察了自我效能感和高绩效工作系统(HPWS)对仆人领导与工作投入之间关系的调节作用. 偏最小二乘法用于分析柬埔寨三个城市381名顾客接触酒店员工的调查数据. 服务型领导通过工作投入直接或间接地对员工层面的服务导向行为产生积极而显著的影响. HPWS和自我效能感显著且积极地调节了仆人领导和工作投入的关联. 总的来说, 研究结果表明了仆人领导, 敬业的员工, HPW和自我效能感在培养服务导向行为方面的重要性.本研究的创新之处在于通过调查工作投入的中介作用以及HPWS和自我效能感的联合调节作用,扩展了工作需求学习描述.了实了实际和理论意义

The effects of service climate and internal service quality on frontline hotel employees’ service-oriented behaviors

When employees in a service profit chain receive quality internal services, they provide quality services to external customers, but extant research does not address what connects internal and external services. This study espouses service climate as an integral part of the service profit chain by exploring its role in linking internal service management and external service performance, and the boundary conditions in which it operates. Data collected from 538 employees of 81 department managers in 24 Chinese hotels were examined using hierarchical linear modeling. Results suggest that managers’ commitment to service quality affects service climate through empowering leadership, service climate links empowering leadership and employee service-oriented behaviors, and external departments’ internal service quality strengthens the positive effect of service climate on service-oriented behaviors. This study advances the literature by integrating service climate and internal service quality into the service profit chain, helping hospitality managers understand how to foster service-oriented behaviors.

Why does empowering leadership occur and matter? A multilevel study of Chinese hotels

To address the question of why empowering leadership occurs and matters, this study develops an integrated model including both antecedents and consequences of empowering leadership in hospitality organizations. Drawing on data from 558 employees and 86 department managers in 24 Chinese hotels, results of hierarchical linear modeling support person–situation interactionist theory by suggesting that top-level empowering leadership and middle-level leaders’ self-efficacy have main and interaction effects on middle-level empowering leadership. Main and mediation effect results support service profit chain theory and motivational and exchange-based models by demonstrating that middle-level empowering leadership has positive effects on employees’ service-oriented behaviors directly and indirectly, and employees’ psychological ownership mediates these indirect effects. This study is among the first to explore antecedents of empowering leadership from both personal and contextual perspectives, and mediation by psychological ownership in the relationship between empowering leadership and employee service-oriented behaviors.

DISKRIPSI HUBUNGAN KEPRIBADIAN, EMOSI DAN PERILAKU ‘ORIENTASI SERVICE’ GURU DI ERA INDUSTRI 4.0

The purpose of this study was to find out how the Personality Profile (Big Five), Emotional Intelligence (EI) and 'Orientation Service' Behavior (Organizational Citizenship Behavior, OCB) were high school teachers in Pasuruan Regency. This study is a descriptive-quantitative study. Data obtained from 175 respondents with cluster method, random random. The results showed that the respondents had a relatively young age (average under 40 years), with the proportion of men and women almost the same, and having a Big Five quite high (with Mean, 107, 76), Emotional Intelligence that was quite High (with Mean, 81.74) and also High OCB (with Mean, 71.39). These results are expected to have an impact on positive personality and Emotional intelligence will have a fairly good effect on organizational life and service-oriented behavior where it is all expected in educational institutions. This profile provides a preliminary description that teachers in Pasuruan Regency have readiness to welcome the changes needed for success in the era of 4.0

BANKING SERVICE ORIENTATION MODEL IN STRATEGIC HRM AND SYSTEM DYNAMICS PERSPECTIVE

This paper seeks to explore a model of banking service orientation in strategic human resource management and system dynamic perspective, theoretically. As a scientific effort to develop a study of strategic human resource management. So far, the relationship between elements in strategic human resource management perspective as a system is only analyzed linearly. This article is the result of a literature study. An analysis is done narratively, to answer research problems. Research finding in the form of banking service-orientation model in strategic human resource management and system dynamic perspective, that illustrates the interaction between marketing differentiation strategy, commitment-based human resource system, service-oriented role behaviors to achieve banking performance.

Enhancing Service-Oriented Behaviors in an Asian Business Context: Lessons From a Pakistani Bank

This article examines how service organizations can enhance employees’ customer orientation, often exhibited through the display of service-oriented citizenship behaviors. The study, in this respect, quantitatively analyses the relationships between organizational distributive justice, leader-member exchange (LMX), and team-member exchange (TMX) on customer orientation. Data were gathered through a survey of 658 middle managers working in a Pakistani bank and were analyzed via full structural equation modelling. The findings reveal that organizational distributive justice, LMX, and TMX are key predictors of customer orientation. Specifically, the analysis suggests that the relationships between organizational distributive justice and LMX with customer orientation are mediated partially and fully, respectively, by TMX. Simultaneously, TMX partially mediates the relationship between organizational tenure and customer orientation. Our study contributes to both theory and practice of service organization functioning by signifying the importance of the organization’s fair distribution of rewards as well as it’s leader’s and co-worker’s behaviors in affecting organizationally desired employee behaviors and thereby, arguably, enabling positive organizational outcomes. Service organizations can, based on our findings, create a culture of service excellence by placing emphasis on specific elements at the organizational, leadership, and team level.

Organizational Justice and Service-Oriented Behavior in Korean Policing: The Mediating Effect of Job Satisfaction

Organizational Justice and Service-Oriented Behavior in Korean Policing: The Mediating Effect of Job Satisfaction

Impact of Internal Marketing and Human Resource Management to Foster Customer Oriented Behavior among Employees: A Study on Mega Retail Stores in Karachi

Primal intent to undertake this research work is to adjudicate the stature of mindfulness on Internal Marketing notion among commercial establishments and to comprehend the part of workers/employees (particularly forward-facing or end representatives) for providing exceptional client services. Likewise, the reason or motive for this study is to survey the effect of Internal Marketing Approach and HRM practices for accomplishing management magnificence in terms of service excellence. This examination included utilization of surveys duly completed through a total of 500 persons who had the diversified ethnic, demographic and social class backgrounds. To incorporate and examine the information, SPSS programming was utilized. Information, examination, and consequent near outcomes plainly recommended that if workers are kept well by their management, predominantly through their development, motivation and a long-term retention of such talents, thus making their organization to have the capacity to foster service-oriented culture throughout the organization. Somehow, the idea of internal marketing is still not being executed in the organizations, resulting in poor customer services leading to dissatisfaction. The results of this study may help the retail business heads to comprehend which factors are viewed as critical to cultivate service-oriented behavior for utmost service delivery toward the customer and which factor can be further subjugated for further enhancement of service-oriented behavior.

Internal Marketing and Its Moderating Effects between Service-Oriented Encounter and Patient Satisfaction

Objective: To investigate how the internal marketing perception of nurses could have a significant positive moderating effect on the relationship between service-oriented encounter and patient satisfaction in nursing negligence. Methods: The subjects were nurses in the surgery units of hospitals at the regional level or higher in Taiwan. A total of 669 questionnaires were distributed and 609 questionnaires were recovered between December 2014 and January 2015, the number of valid questionnaires was 534 for a valid questionnaire recovery rate of 79.8%. Finally, we adopted the SPSS 18.0 analysis software for analysis and processing. Results: Results indicate that service-oriented encounter has a significant positive influence on patient satisfaction and internal marketing perception among nurses has a significant positive moderating effect on the relationship between service-oriented encounter and patient satisfaction. Conclusions: This study suggests that hospital managers need to recognize the importance of internal marketing for the more expressions toward service-oriented encounter, and further improve patient satisfaction. This kind of relationship is rarely discussed in the research literature, and it can be applied for human resources management of nursing staff. Hospitals must integrate the goal of patients first into the individual performance evaluation of nursing personnel by providing nursing personnel with information related to the evaluation standards of the organizations to help them understand and determine the job performance or service-oriented behavior expected by the organizations while acknowledging the objectivity and fairness of the performance evaluation system.

In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees

Research in tourism management is yet to examine the role of psychological contracts in shaping organizational identification and influencing service-oriented behaviors of frontline employees. Drawing upon psychological contract and social identity theories, we propose a theoretical model that links the two types of psychological contracts (relational vs. transactional psychological contracts) with organizational identification and service employees' in-role performance and organizational citizenship behaviors. Data collected from 199 matched frontline employee-coworker-supervisor triads in hotels show that while transactional psychological contracts were directly and negatively associated with supervisor-reported in-role performance and co-worker reported service-oriented citizenship behaviors, the relationship between relational psychological contracts and both types of service-oriented behaviors were positive and partially mediated by organizational identification. Our findings have important implications for tourism operators by highlighting the important role of different types of psychological contracts in the delivery of high quality service.

THE ROLE OF STAFFING AND ORIENTATION PRACTICES IN PREDICTING SERVICE-ORIENTED ORGANISATIONAL CITIZENSHIP BEHAVIOUR


 This study examined the relationships between two specific human resource management practices (staffing and orientation) and service-oriented organisational citizenship behaviour. Survey data were gathered from a sample of 290 frontline employees attached to 4- and 5-star hotels in Malaysia. The partial least squares technique was used to test the research hypotheses. Results showed that staffing (consisting of recruitment and selection) and orientation have positive effects on the three dimensions of service-oriented organisational citizenship behaviours. These findings demonstrate the need for hotels to revisit their prevailing staffing and orientation practices in an attempt to enhance their employees' display of service-oriented citizenship behaviours.

The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels

This study tests a trickle-down effect regarding how servant leadership flows from top-to middle-level leaders, resulting in frontline employees' service-oriented behaviors and service quality. Using multiple validations, we develop and test a measure of servant leadership at various levels in the hospitality industry. Drawing on data from 325 employee–supervisor pairs of workgroups in 9 Chinese, star-level hotels, results from hierarchical linear modeling support the service profit chain theory and trickle-down model of leadership by demonstrating influence of top- and middle-level servant leadership on frontline employees. Cross-level moderation analysis suggests service climate moderates the effect on service-oriented behaviors, but in an inverse direction.

Exploring the relationship between service orientation, employee engagement and perceived leadership style: a study of managers in the private service sector organizations in India

Purpose– The aim of this paper is to explore the relationship between leadership, employee engagement and service orientation, specific to the private service sector organizations in India. The paper also explores the ability of leadership style and engagement to predict service orientation in the given cross section.Design/methodology/approach– The paper has used a single cross-sectional descriptive design. Purposive sampling has been used to identify respondents who are managers in the private service sector organisations in India. A valid sample size of 106 has been used for the analysis. Instruments used for perceived leadership style are as follows: Multifactor Leadership Questionnaire (MLQ-5X short form); Employee Engagement E3 (DDI) and Service Orientation (Frimpong and Wilson, 2012).Findings– Service orientation is found to be strongly correlated to employee engagement and employee engagement is a strong predictor of service orientation. The other relationships which are significant and moderately correlated are that of transformational leadership and employee engagement and also of transformational leadership and service orientation.Research limitations/implications– The study highlights the importance and significant role of leadership and employee engagement for higher service orientation in the given cross section. The mediating impact of employee engagement of the leadership style and service orientation relationship could be further explored through path analysis or structured equation modeling techniques.Practical implications– The research emphasizes that organizations need to focus on employee engagement as much as they focus on customers. The differential advantage to organizations will come through the employees and their behaviors towards customers. Appropriate leadership styles that drive engagement and service-oriented behaviors can be fostered in organizations to drive service performance. The mediating impact of employee engagement of the leadership style and service orientation relationship could be further explored through path analysis or structured equation modeling techniques.Originality/value– The research is focused in the private service sector organizations in India and data and results support the need to focus on employees for higher scores on customer parameters. The respondents are from a cross section of service organizations and, hence, emphasizing the interplay of the three variables across organizations. The paper supports the critical role of leadership and employees in creating a higher service orientation.

Influence of employees' service-oriented behavior on service quality

Influence of employees' service-oriented behavior on service quality

Assessing the physical service setting: a look at emergency departments.

To determine the attributes of the physical setting that are important for developing a positive service climate within emergency departments and to validate a measure for assessing physical service design. The design of the physical setting is an important and contributing factor for creating a service climate in organizations. Service climate is defined as employee perceptions of the practices, procedures, and behaviors that get rewarded, supported, and expected with regard to customer service and customer service quality. There has been research conducted which identifies antecedents within organization that promotes a positive service climate which in turn creates service-oriented behaviors by employees toward clients. The antecedent of the physical setting and its impact on perceptions of service climate has been less commonly explored. Using the concept of the physical service setting (which may be defined as aspects of the physical, built environment that facilitate the delivery of quality service), attributes of the physical setting and their relationship with service climate were explored by means of a quantitative paper survey distributed to emergency nurses (n = 180) throughout a province in Canada. The results highlight the validity and reliability of six scales measuring the physical setting and its relation to service. Respondents gave low ratings to the physical setting of their departments, in addition to low ratings of service climate. Respondents feel that the design of the physical setting in the emergency departments where they work is not conducive to providing quality service to clients. Certain attributes of the physical setting were found to be significant in influencing perceptions of service climate, hence service quality, within the emergency department setting.

Improving Employee Job Performance through Ethical Leadership and ＂Guanxi＂: The Moderation Effects of Supervisor-Subordinate Guanxi Differentiation

In this study, we propose a multi-level theoretical model to examine the influence of ethical leadership on employee job performance (both service performance and service-oriented organizational citizen behavior). We test our model based upon 214 pairs of questionnaires obtained from 22 branches of a large commercial bank in Taichung. We identify ethical leadership as the primary source to influence employee job performance through the underlying mediating mechanism of supervisor-subordinate guanxi (i.e., long-term interpersonal relationship). We further identify supervisor-subordinate guanxi differentiation as a group contextual factor with a negative moderating effect on the relationship between supervisor-subordinate guanxi and employee job performance. We discuss the theoretical and practical implications of our findings in the context of service-oriented organizations.