Service-oriented Organizational Citizenship Behavior Research Articles

Good Thoughts Lead to Good Deeds: How Frontline Public Employee’s Social Mindfulness Affects Service-Oriented Organizational Citizenship Behavior

In the context of rising pressures on services without linked resources, service-oriented organizational citizenship behavior (SOCB) has been recognized as a contributor to public sector success. Using the theory of empathy-induced altruistic motivation, we investigated how frontline public employees’ social mindfulness affects SOCB through PSM, as well as the moderating effects of perceptions of citizen mistreatment (PCM) and perceptions of gratitude on the relationship between PSM and SOCB. Online survey data from 409 Chinese frontline public employees from diverse sectors were analyzed. The results showed a positive and significant association between social mindfulness and SOCB, mediated through PSM. This link between PSM and SOCB remains non-significantly affected by PCM but is significantly strengthened by perception of gratitude, as consistently observed across the entire moderated mediator model. The public sector should consider social mindfulness when allocating and training frontline employees and create conditions for healthy interactions between them and citizens.

Leader–Member Exchange and Service-Oriented Organizational Citizenship Behavior: A Mediation-Moderation Model of Employee Envy and Psychological Empowerment Among Hotel Frontline Employees

ABSTRACT Leader–member exchange (LMX) is critical to service-oriented organizational citizenship behavior (SOOCB). This research investigates a mediation–moderation model theorizing the influence of employee envy and psychological empowerment on the LMX and SOOCB relationship. Using survey data acquired from 559 hotel frontline employees and analyzed using structural equation modeling (SEM), this study reveals that LMX reduces employee envy and contributes to SOOCB, albeit indirectly, as employee envy was found to have an indirect influence on the relationship between LMX and SOOCB. To address the negative influence of employee envy, the findings suggest that psychological empowerment should be cultivated as it strengthens the effect of LMX in reducing employee envy and thus enabling LMX to exert an indirect influence on SOOCB when employee envy is mitigated.

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.

Compulsory citizenship behavior, role overload, creativity and service-oriented voluntary behavior: does generational difference have an impact?

PurposeThis study investigates how compulsory citizenship behaviors (CCB) affect employees’ energy and motivation to engage in other voluntary behaviors, such as service-oriented citizenship behavior and creativity. Specifically, we explore how employees’ perceptions of job overload mediate this relationship, based on their generational differences.Design/methodology/approachThis study employed a time-lagged survey design to collect data from 265 frontline employees and their supervisors in Pakistani-based organizations. The data was collected in three rounds, with a three-week gap between each round.FindingsThe findings suggest that role overload, resulting from compulsory citizenship pressure, undermines millennial employees' service-oriented organizational citizenship behavior (OCB) and creativity. However, these negative effects are less salient among non-millennials.Practical implicationsThe findings of this study provide valuable insights for managers, emphasizing the importance of exercising caution when imposing excessive citizenship pressures on employees against their will. In addition, organizations and human resource (HR) managers should consider devising policies for formal recognition of voluntary behaviors that contribute to organizational effectiveness.Originality/valueThis study contributes to existing CCB research by unraveling the previously unexplored mediating role of role overload and the contingency role of generational difference in explaining how and when coerced citizenship demands hinder employees’ propensity to engage in service-oriented OCB and creativity.

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.