Service-oriented Organizational Citizenship Behavior Research Articles

Leaders' political skills and subordinates' service‐oriented organizational citizenship behavior

AbstractTeam‐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.

리더의 경계확장행위가 직원의 서비스지향 조직시민행동에 미치는 영향 : 직무자율성의 조절효과

리더의 경계확장행위가 직원의 서비스지향 조직시민행동에 미치는 영향 : 직무자율성의 조절효과

Relationship Among Ethical Leadership, Ethical Climate, and Service-Oriented Organizational Citizenship Behavior in the Hospitality Industry

Business ethics has been cited as one of the hospitality industry’s most important issues by many practitioners and academics. Yet, further study on business ethics in the industry has been advised. The purpose of this study was to evaluate the relationship among ethical leadership, ethical climate, and service-oriented OCBs. It investigated whether or not ethical leadership and ethical climate has a substantial impact on service-oriented OCBs, in an Asian country such as the Philippines. The current study discovered that ethical leadership is significantly and positively associated with both service-oriented OCBs and ethical climate. There was also a strong positive association between ethical climate and service-oriented OCBs. The present research can help hospitality organizations cultivate ethical leadership, strengthen an ethical climate, and encourage service-oriented OCBs. Based on these analyses, academics and scholards would benefit from having a deeper understanding of the relationship between ethical leadership, ethical climate, and service-oriented OCBs.

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.

Does it take two to tango? The joint role of high-performance work systems and ethical leadership

Employees’ organizational citizenship behavior (OCB), influenced both by human resource management (HRM) and leadership, is vital for meeting non-standard and unpredictable customer demands in the service industry. Drawing on social exchange theory, substitute-for-leadership theory and information-processing perspective, this study addresses the question of how employees’ perceptions of high-performance work systems (HPWS) and ethical leadership interact to impact employees’ affective commitment and service-oriented OCB. We tested the theoretical model using a sample of 275 supervisor–subordinate dyads from chain store enterprises in the service sector in Taiwan. The proposed models were tested with hierarchical linear modeling and Monte Carlo simulation. We found that the presence of high ethical leadership weakens the positive effect of employees’ perceptions of HPWS. Furthermore, affective commitment mediates the interactive effect of employees’ perceptions of HPWS and ethical leadership on employee service-oriented OCB. In particular, the indirect effect is positive and significant when ethical leadership is low.

Driving service-oriented organizational citizenship behavior through error management culture

ABSTRACT This research endeavors to analyze the influence of error management culture on service-oriented organizational citizenship behavior (SOOCB) through the lenses of perceived procedural justice, customer-employee exchange, employee engagement, and gender differences. To do so, this research conducts structural equation modeling on the aforementioned relationships using survey data of 559 frontline employees from four- and five-star hotels in India. In doing so, this research finds that error management culture has a direct positive influence on perceived procedural justice and customer-employee exchange, and an indirect positive influence on SOOCB through perceived procedural justice, customer-employee exchange, and employee engagement. This research also reveals that gender moderates the relationships between error management culture and customer-employee exchange, and employee engagement and SOOCB. The discussion of implications, limitations, and future directions concludes the paper.

Pengaruh POS terhadap Service Oriented-Organizational Citizenship Behavior yang Dimediasi Oleh OC pada Karyawan Bidang Pelayanan BPJS Ketenagakerjaan Se-Jawa Timur

This study aims to determine the effect of POS on SOCB with the mediating role of OC. This study uses a quantitative approach with the analytical technique used is partial least square with 108 respondents in the service sector employees throughout East Java at BPJS Ketenagakerjaan. The dependent variable used is the service-oriented organizational citizenship behavior, the independent variable is the POS, and the mediating variable is the POS. The results of the study indicate that perceived organizational support can affect the behavior of service-oriented organizational citizenship of service employees with positive and significant results. Perceived organizational support also shows a positive and significant impact on service-oriented organizational citizenship behavior mediated by OC.

리더십 유형이 서비스 지향적 조직시민행동에 미치는 영향: 셀프리더십과 임파워링리더십의 비교

This study aims to investigate the relationship between service-oriented organizational citizenship behavior of hotel employees through self leadership and empowering leadership of effective leaders in hotel service performance and to compare the relationship between self leadership and empowering leadership. This analysis will contribute to the establishment of effective human resource management strategies for hotel employees and the improvement of job efficiency of hotel organizations. The analysis method was analyzed by using AMOS 26.0 program. The specific results of this study are as follows. First, self-leadership had a significant positive effect on all factors of organizational loyalty, service provision and service participation. Second, empowering leadership had a significant positive effect on organizational loyalty, service provision and service participation. Third, when comparing the effects of self-leadership and empowering leadership on service-oriented organizational citizenship behavior, it was found that there was no significant difference.

The Spillover Effect of Life Satisfaction on Customer Satisfaction: The Mediating Role of Service-Oriented Organizational Citizenship and the Moderating Role of Competition Climate.

In the field of organizational management, research on employees’ life experiences is insufficient. It remains unclear how employees’ non-work experiences affect customer service quality. Building on the spillover theory (an individual’s experience in one domain can be transferred to another domain) and the conservation of resources theory (individuals are motivated to protect their current resources and to acquire new resources), we aim to examine the impact of service employee’s life satisfaction on customer satisfaction while considering service-oriented organizational citizenship behavior (the discretionary extra-role behavior demonstrated by employees) as a mediating variable. To test our hypothesis, we collected multi-wave, multilevel, multisource data of 209 customer service employees from an insurance company. The results showed that service-oriented organizational citizenship behavior was an important mechanism by which employees’ overall life satisfaction positively affected customer satisfaction. In addition, this mediating effect was weaker for employees in higher competition climate groups. The study illustrates the critical contribution of the overall well-being of personnel to organizational business results.

Does It Take Two to Tango? The Joint Role of High-Performance Work Systems and Ethical Leadership

This study investigates how ethical leadership and employees’ perceptions of high- performance work systems (HPWSs) interact to impact their affective commitment and service-oriented organizational citizenship behavior (OCB). Theoretical hypotheses were tested using a sample of 275 supervisor–subordinate dyads in Taiwan. The results indicate that HPWSs are more positively related to employees’ service-oriented OCB under lower levels of ethical leadership, and affective commitment is a significant intermediate mechanism between the moderating effect and service-oriented OCB. This study provides theoretical and practical implications by considering the role of ethical leadership in decreasing the effect of HPWSs on service-oriented OCB. In addition, the mediating effects of affective commitment can elucidate the mechanisms underlying these relationships.

The impact of human resource management practices on service-oriented organizational citizenship behaviors: does positive psychological capital matter?

The aim of this study is to explore the relationship between perceived human resource management practices and service-oriented organizational citizenship behaviors through the mediating role of employee engagement. Besides, the moderating effect of positive psychological capital on the relationships will also be examined. The target population included 457 frontline employees who work at least one year at commercial banks in Vietnam. The inferential analysis to test the hypotheses was completed using SmartPLS 3.0 software for structural equation modeling with partial least squares (PLS-SEM). The result of this study indicated that a positive correlation between perceived HRM practices and service-oriented OCBs; employee engagement played a partial mediating role in this correlation. In addition, positive psychological capital heightened the positive relationship between perceived HRM practices and service-oriented OCBs of frontline employees. This research provided bank managers with an enhanced understanding of what the fundamental behaviors of their frontline employees are and how to develop and cultivate these employee contributions. It lets managers know how much the frontline employees take care of HRM practices at the workplace. From the point of view of the employees, managers may have the strategies to avoid the potential risk related to human resource management.

Extending Theory of Planned Behavior to Understand Service-Oriented Organizational Citizen Behavior.

The financial crisis of 2007–2008 and the COVID-19 pandemic have caused many enterprises to suffer great losses. Thus, companies have to take measures such as pays cut, furloughs, or layoffs, which caused dissatisfaction among employees and triggered labor disputes. Therefore, this study explores the service-oriented organizational citizenship behavior based on the decomposed theory of planned behavior in order to understand the behavioral intentions of employees through their mental states, job attitudes, subjective norms, and perceived behavioral control. This study conducted questionnaire surveys for employees in different industries, collected 281 valid questionnaires, and applied Structural Equation Model for the analysis. The results show: (1) employees believe organizational justice in the organization is important, and when they feel treated fairly, their job attitudes and beliefs are enhanced. (2) Employees’ job attitudes and beliefs support service-oriented organizational citizenship behavior, in other words, they have positive job attitudes and beliefs and will actively provide better service to customers. (3) When employees are treated reasonably and fairly by the organization and have positive job attitudes (job satisfaction and organizational commitment) and perceived behavior control, their spontaneous service-oriented organizational citizenship behavior is stimulated, thus increasing organizational development.

HRM practices, impersonal trust and service oriented OCB: an empirical evidence from Bangladesh

PurposeThe preliminary purpose of the study is to explore the relationship between Human Resource Management (HRM) practices and service oriented organizational citizenship behavior (SO-OCB). The current study’s focus is on three HRM practices namely training, fair reward and promotion opportunity. Second, the study examines the mediating role of impersonal trust on the aforementioned relationship through the use of social exchange theory.Design/methodology/approachData has been collected through purposive sampling technique from service employees of 39 private commercial banks of Bangladesh and was analyzed by using structural equation modeling-partial least square method.FindingsFindings of the study comply with the theory of social exchange. All three HRM practices significantly predict SO-OCB. Additionally, impersonal trust positively mediates the relationship between HRM practices and SO-OCB.Originality/valueAs private commercial banks are growing rapidly in Bangladesh, this sector is facing enormous competition which makes frontline employees SO-OCB a competitive advantage. Due to the limited researches in the field of SO-OCB, this study provides a new avenue of knowledge for the researchers and practitioners on how to develop such behavior in a service setting. Further, no prior study tests the mediation of impersonal trust. Earlier, most of the studies focus on interpersonal trust. The current study contributes to the literature by offering a comprehensive framework that explains the mediation effect of impersonal trust on the association between HRM practices and SO-OCB.

The Paradoxical Effects of the Contagion of 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.

항공사 객실승무원의 임파워링 리더십과 서비스 지향적 조직시민행동과의 관계 연구: 직업정체성과 직무착근도의 조절 효과

The purpose of this study is to study the structural relationship between cabin crew empowering leadership, job identity, job embeddedness, and service-oriented organizational citizenship behavior. To achieve this purpose, a survey was conducted, and a total of 399 valid questionnaires were used for analysis. First, it was found that all sub-elements of empowering leadership of cabin crew had a positive effect on service-oriented organizational citizenship behavior. Second, it was found that the job identity of cabin crew has a moderating effect on organizational autonomy and service-oriented organizational citizenship behavior, which are sub-elements of empowering leadership. Third, it was found that the job embeddedness of cabin crew had a moderating effect in the relationship between empowering leadership and service-oriented organizational citizenship behavior. Through the results of these studies, it was intended to present implications that can be used in the human resource management plan of airline cabin crew.

서비스 자기효능감과 책임감이 서비스지향 조직시민행동에 미치는 영향: 진성리더십의 조절효과

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.

The impact of customer mistreatment on employees: A moderated mediation model

This study aims to investigate employee reactions toward customer mistreatment. Mainly based on the self-concept perspective, we propose that when an employee's organization-based self-esteem is threatened by the negative experiences of customer mistreatment, he or she is more likely to engage in destructive and disengaged work behaviors. This relationship is especially stronger for individuals who have poorer relationships with their supervisors. We tested this theoretical model with a sample of 308 nurses nested within 64 work teams. The data were collected over three time points and the hypotheses were tested with multilevel regression analysis. Our findings suggest that organization-based self-esteem mediates the relationships between customer mistreatment and interpersonal deviance, job neglect, service-oriented organizational citizenship behavior, and job performance. Further, supporting our hypotheses, these relationships were stronger for employees with weaker leader-member exchange. Theoretical contribution, practical implications, and directions for future research are discussed.

Service-Oriented Organizational Citizenship Behavior, Service Quality and Customer Citizenship Behavior: Comparison of Implementation and Evaluation from the Perspective of Bank Customers

Purpose – This study aims to explore the e ect of service-oriented organizational citizenship behavior (SOCB) on service quality and to compare SOCB, service quality, and customer citizenship behavior (CCB) be- tween two banks. Design/Methodology/Approach – The research meth- od is an associative and comparative approach involving 271 bank customers and 30 bank employees in a survey, using a questionnaire as the primary data collection tool. The analytical tool used is linear regression, with the Mann-Whitney employed to test the data from two independent samples. Findings and implications – This study proves that SOCB has a signi cant positive e ect on service qual- ity in all banks. There is no observable di erence in SOCB, service quality, or CCB assessment between the bank whose employees are given training and the bank whose employees are not given training. There is an in- crease in employee knowledge after attending the train- ing, speci cally an increase in the SOCB score. Changes in employee behavior and skills related to SOCB and ser- vice quality can also be observed. Limitations – This study focuses on SOCB and service quality only while not examining the relationship be- tween satisfaction and CCB, which should be done in theory. The number of research participants is not the same for the two banks. Originality – While the research study begins with cus- tomer evaluation of the banking employees’ SOCB and service quality, its results are then taken into consider- ation in training. The training results are nally re-evalu- ated by customers and compared with other banks.

항공사 객실승무원의 복합시간성이 서비스지향 조직시민행동에 미치는 영향

오늘날 경쟁이 치열한 환대산업에서 우수한 직원을 고용하고 유지하는 것은 중요한 문제이다. 특히, 항공산업 분야에서 항공사 객실승무원은 고객만족 형성에 중요한 역할을 담당하는 최일선 직원이며, 고객의 요청 및 문제를 해결해야 하는 까다로운 업무 상황에서 복합시간성(polychronicity)은 중요한 역할을 할 수 있다. 그러나 항공사 객실승무원을 대상으로 복합시간성과 직무만족, 직무열의의 영향관계를 규명한 연구는 거의 이루어지지 않은 실정이다. 또한, 조직성과 기여에 높은 수준의 서비스지향 조직시민행동(SOOCBs: service-oriented organizational citizenship behaviors)은 중요하다. 이러한 측면에서 본 연구의 목적은 항공사 객실승무원을 대상으로 그동안 수행되지 않았던 복합시간성의 중요성을 규명하고 직무만족, 직무열의 및 SOOCBs 간의 영향관계를 규명하여 기존 연구와의 차별화를 도모하고자 한다. 이를 위하여 K 항공사 객실승무원을 대상으로 2020년 6월 30일부터 2020년 8월 30일까지 총 289부를 수집하였다. 분석결과 항공사 객실승무원의 복합시간성은 직무만족, 직무열의 및 SOOCBs에 긍정적인 영향을 미치는 것으로 나타났으며, 직무만족과 직무열의는 SOOCBs에 긍정적인 영향을 미치는 것으로 나타났다. 결론에서는 분석결과를 바탕으로 학술적 시사점과 항공사 객실승무원 조직 구성원에 대한 관리전략방안을 제시하였다.

Nurturing service-oriented organizational citizenship behavior among tourism employees through leader humility

Though the effectiveness of leader humility has been established, does leader humility activate followers to serve customers in the tourism sector beyond their assigned roles? Our study aims to address this question by drawing upon the conservation of resources theory to propose that leader humility promotes service-oriented organizational citizenship behavior (service-oriented OCB) among tourism employees through the mediating role of their job crafting. Our study further assumes the moderating role of socially responsible human resource practices (SRHR practices) for the relationship between leader humility and employee job crafting. Utilizing a two-wave research design, the study garnered the data from 894 employees and 136 managers working in tour companies based in Vietnam. The analysis of the data via the multilevel structural equation modelling lent credence to the proposed research model. Our study not only advances the leadership humility literature in the tourism discipline but also provides a guideline for practitioners on how to optimally adopt leader humility in promoting service-oriented OCB among tourism employees.