Service-oriented Organizational Citizenship Behavior Research Articles

Effect of Domestic Airline Companies’ Organizational Justice on the Quality of LMX, Empowerment and the Service Oriented Organizational Citizenship Behavior

Effect of Domestic Airline Companies’ Organizational Justice on the Quality of LMX, Empowerment and the Service Oriented Organizational Citizenship Behavior

Training: Can It Be a Tool to Boost Service-Oriented Citizenship Behaviors?

In order to stay on top of the competition game, service providers need to encourage patterns of service-oriented behaviors that are bound to satisfy their customers. High quality service delivery by employees may be achieved through training. The present study aims at testing a model linking training and service-oriented organizational citizenship behaviors (SO-OCBs). A total of 290 customer-contact hotel employees participated in the survey. Data was analyzed using partial least squares (PLS). The results demonstrate that training had a direct impact on the specific dimensions of employees’ service-oriented citizenship behaviors. The findings offered support for the validity of the social exchange theory in explaining the relationship between training and SO-OCBs within the context of a non-Western sample. In a practical sense, managers should be cognizant of the fact that existing employees should be given training especially on-the-job type on a regular basis to upgrade their job knowledge, skills, and competencies. Through training, employees are likely to become more motivated and more willing to engage in service-oriented behaviors that extend beyond their call of duty.

Perceived Organizational Support, Organizational Commitment and Service-Oriented Organizational Citizenship Behaviors

This study empirically examines the relationships among perceived organizational support (POS), organizational commitment, and service-oriented organizational citizenship behaviors (OCBs), based on a survey of 255 call center customer service representatives at five large call centers in Taiwan. Structure equation modeling was used to examine the hypotheses. The results indicate that POS is positively related to three types of service-oriented OCBs – loyalty, service delivery, and participation – and that organizational commitment fully mediates the relationships between POS and service-oriented OCBs. The study suggests that call center managers should seek to enhance the perception of organizational support to customer service representatives in order to increase their commitment to the company.

The Relationship between Goal Orientation and Service-Oriented Organizational Citizenship Behaviors - A Case of Five Star Deluxe Hotel Employees -

The Relationship between Goal Orientation and Service-Oriented Organizational Citizenship Behaviors - A Case of Five Star Deluxe Hotel Employees -

The Relationship between Goal Orientation and Service-Oriented Organizational Citizenship Behaviors - A Case of Five Star Deluxe Hotel Employees -

The Relationship between Goal Orientation and Service-Oriented Organizational Citizenship Behaviors - A Case of Five Star Deluxe Hotel Employees -

Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation

In recognition of the contribution of tourism industry to the country’s growth, it is of pivotal importance to delve into the factors that could enhance the effectiveness of service delivery of hotel employees. Based on this premise, a model linking training, compensation, and service-oriented organizational citizenship behaviors is tested. Data were collected from a questionnaire survey on 580 customer-contact employees from 29 hotels in Malaysia. Analysis using partial least square method revealed that both training and compensation have direct effects on the specific dimensions of service-oriented citizenship behaviors. This implies that continuous training and favorable compensation are important to foster service-oriented citizenship behavior among hotel employees.

An empirical examination of service-oriented organizational citizenship behavior

Purpose – The purpose of this study is twofold. First, we explore the relationship between organizational justice and service-oriented organizational citizenship behavior (SOCB). In particular, we focus on perceived distributive and procedural justice. Second, we examine the moderating effect of the need for achievement and need for affiliation. Design/methodology/approach – The paper employed an online cross-sectional survey approach and distributed questionnaires to service employees at a large service organization. Data were analyzed with a two-step structural equation modeling technique using LISREL 8.7. Findings – Perceived procedural justice significantly predicts SOCB. Additionally, the need for affiliation positively moderates the relationship between perceived procedural justice and SOCB, whereas the need for achievement positively moderates the relationship between perceived distributive justice and SOCB. Practical implications – Results confirm the importance of establishing and implementing transparent formal organizational processes and procedures for evaluating outcomes of service employees. We recommend service organizations to communicate proactively with employees about how formal organizational systems are implemented, and provide employees with examples and cases that illustrate how performance appraisals are performed. Moreover, supervisors in service organizations need to establish and maintain high quality of social exchange relationships with employees by providing personal coaching and counseling. Furthermore, service organizations need to establish a positive and friendly performance appraisal environment and offer trainings on how to satisfy unpredictable customer demand to employees. Originality/value – Given the growth of commercial services in the USA and the limited existing knowledge on SOCB, this study provides scholars and practitioner with suggestions and recommendations on how SOCB can be encouraged in service settings.

The Effects of Organizational Characteristics on the Service-oriented Organizational Citizenship Behavior: Mediating Role of Commitment

The Effects of Organizational Characteristics on the Service-oriented Organizational Citizenship Behavior: Mediating Role of Commitment

Positive and Negative Affectivity as Mediators of Volunteerism and Service‐Oriented Citizenship Behavior and Customer Loyalty

ABSTRACTThis study sought to examine the impact of volunteerism (motivation to help) on service‐oriented organizational citizenship behavior (S‐OCB) of salespeople as mediated by the positive and negative affectivity, and further how the involvement of salespeople in S‐OCB would affect the customer loyalty toward the company. The context chosen for empirical investigation was the Indian pharmaceutical sector and the sample consists of 125 medical sales representatives from four companies that are well‐established players, including three multinational firms and one Indian company, as well as their supervisors (n = 48) and doctors (n = 150). The data are analyzed through partial least squares approach to path modeling to estimate the measurement and structural parameters. All of the hypotheses are confirmed. The results of this study indicate that volunteerism exhibits a significant positive impact on S‐OCB and customer loyalty. In addition, this positive impact is partially mediated by positive and negative affectivity. In sum, the proposed model explains a large amount of variance in S‐OCB and customer loyalty, suggesting that it will serve as a useful tool for analyzing service‐oriented organizational sale persons’ behavior and customers’ reactions. The implications of these results include improving service OCB by promoting volunteerism in the service industry and emphasizing the important roles of service staff in enhancing the customer loyalty.

Human Resource Management Practices, Service Climate and Service-Oriented Organizational Citizenship Behavior: A Review and Proposed Model

Human Resource Management Practices, Service Climate and Service-Oriented Organizational Citizenship Behavior: A Review and Proposed Model

Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates

Integrating social exchange and information processing theories, this study examines the influence of high-performance human resource (HR) practices on service-oriented organizational citizenship behavior (OCB) through two climates—justice climate and service climate. This field study of 1133 customer contact employees and 119 human resource managers from 119 hotels in Taiwan has shown that social climates of justice and service mediate the influence of high-performance HR practices on service-oriented OCB. The study demonstrates that high-performance HR practices affect employees’ cognition on how they are treated by hotels and what service behaviors are expected, which in turn can positively influence collective service-oriented OCB.

Work Values and Service-Oriented Organizational Citizenship Behaviors: The Mediation of Psychological Contract and Professional Commitment: A Case of Students in Taiwan Police College

Public security, traffic management and service for the people are the three major functions of policing. To assure the quality of police service, which is contingent on the people who render the service, has become the core of policing. This study aims to investigate the relationship between work values and service-oriented organizational citizenship behaviors with Taiwan Police College’s students as the research sample. The mediating effects of psychological contract and professional commitment are also explored in this study. It is found that work values have a positive effect on individuals’ professional commitment and psychological contract. It is also found that psychological contract and professional commitment have positive effects on service-oriented organizational citizenship behaviors. Besides, work values are found to have a positive effect on service-oriented organizational citizenship behaviors through the mediation of psychological contract and professional commitment. Suggestions and recommendations for future research are thus discussed.

Leadership, job satisfaction and service-oriented organizational citizenship behaviors in flight attendants

Recent research in organizational citizenship behaviors (OCBs) has gradually shifted to service industry and its employees. This study investigated the relationships between leadership, job satisfaction, and service-oriented OCBs in airline flight attendants. The sample included 228 flight attendants employed in international airlines operating in Taiwan. The results indicated that leadership and job satisfaction are positively related to service-oriented OCBs. Additionally, a mediating effect of job satisfaction on transactional leadership and service-oriented OCBs was identified. An interesting finding is that transactional leadership has a stronger influence on job satisfaction than transformational leadership does. In an airline company, flight attendants must work with different leaders on each flight. The cabin service director must achieve the mission within a strict time period. Under this situation, perhaps transactional leadership is a more appropriate behavior and the service industry should provide a clear and definite reward system. The contribution to theory and managerial implications of this study as well as directions for future research are discussed.

A Study on the Path from Rewards and Recognition to Service－Oriented Organizational Citizenship Behaviors in the Retail Banking Industry

A Study on the Path from Rewards and Recognition to Service－Oriented Organizational Citizenship Behaviors in the Retail Banking Industry

Moderating effect of organizational climate on the relationship of organizational support and service-oriented organizational citizenship behaviors

This research aims to verify the effect of Organizational Climate (OC) on service-oriented organizational citizenship behaviors (OCB) and explore whether organizational climate generates a moderating effect that affects the relationship between organizational support and service-oriented OCB. A total of 2,869 questionnaires filled by personnel in the service industries were returned. Results indicate that the factor of “organizational support” perceived by the frontline service personnel affects service-oriented OCB, as demonstrated by the surveyed subjects, but no direct effect is found between OC and service-oriented OCB. Nevertheless, OC has a moderating effect on certain variables of “organizational support” and “service-oriented OCB.” Most of the results indicate positive effects on the factors of “employee loyalty” and “service-oriented OCB” under the dimension of “service delivery.” In addition, no moderating effect is found on “service-oriented OCB” under the dimension of “participation.” Key words: Organizational support, service-oriented organizational citizenshipbehaviors, organizational climate.

Does Organizational Support Promote Citizenship in Service Settings? The Moderating Role of Service Climate

ABSTRACT The present study integrates social exchange, role theory, and climate research to suggest that employees who have contact with customers (“contact employees”) will reciprocate felt obligations of high-quality employment relationships (i.e., perceived organizational support [POS]). They do this by expanding their role in ways that are consistent with contextual behavioral expectations. A longitudinal survey of 1,387 contact employees and 666 supervisors in a large supermarket chain in Taiwan demonstrated that the positive relationship between POS and service-oriented organizational citizenship behavior (SOCB) role definitions was strengthened by service climate. In summary, organizational support resulted in expanded SOCB role definitions within a strong service climate, while this relationship was much weaker and not significant in weak service climate. I discuss theoretical and managerial implications through this empirical examination.

Being Good Citizens: Understanding a Mediating Mechanism of Organizational Commitment and Social Network Ties in OCBs

Given that citizenship challenges the basis and workings of the basic institutions market, state, and civil society, organizational citizenship behaviors (OCBs) become an important moral tenet found in some codes of ethical principles. This study explores service-oriented OCBs and their determinants. Three dimensions of service-oriented OCBs (loyalty, service delivery, and participation) are hypothetically influenced by distributive justice, procedural justice, personal cooperativeness, and the need for social approval through the mediation of organizational commitment. The three dimensions of OCBs are hypothetically influenced by personal cooperativeness, need for social approval, task interdependence, and outcome interdependence through the mediation of social network ties. The model is tested using data from contact employees at several financial holding companies in Taiwan. Test results reveal that the relationships between need for social approval and organizational commitment and those between task interdependence and social network ties are insignificant, whereas all other paths are significant. This study also provides managerial implications and limitations.

High-Performance Human Resource Practices, Citizenship Behavior, and Organizational Performance: A Relational Perspective

Taking a relational perspective on the employment relationship, we examined processes (mediation and moderation) linking high-performance human resource practices and productivity and turnover, two indicators of organizational performance. Multilevel analysis of data from hotels in the People's Republic of China revealed that service-oriented organizational citizenship behavior (OCB) partially mediated the relationships between high-performance human resource practices and both performance indicators. Unemployment rate moderated the service-oriented OCB-turnover relationship, and business strategy (service quality) moderated the service-oriented OCB-productivity relationship. Copyright of the Academy of Management, all rights reserved.

Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior.

The relationship among job satisfaction, affective commitment, service-oriented organizational citizenship behaviors (OCBs), customer satisfaction, and customer loyalty were examined for a sample of 249 hairstylists and 1 of their corresponding customers. Employee satisfaction was positively related to service-oriented OCBs, customer satisfaction, and customer loyalty, whereas affective commitment was not related to these outcomes. The extent to which the predictor variables interacted with one another and the role of employment status on these relationships was also explored. High levels of job satisfaction or affective commitment resulted in more service-oriented OCBs for employees and self-employed workers, whereas high levels of both resulted in more service-oriented OCBs for owners.

A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors.

Attitude, personality, and customer knowledge antecedents were compared in their predictive ability of 3 service-oriented forms of employee organizational citizenship behaviors (OCBs): loyalty, service delivery, and participation. For the 1st study, 236 customer-contact employees provided data concerning their OCBs and the attitude, personality, and knowledge antecedents. The 2nd investigation relied on data provided by 144 contact employees from a network of university libraries. Using hierarchical regression in both studies, the authors found that each of the 3 types of service-oriented OCBs was best predicted by different subsets of the antecedents. Job attitudes accounted for the most unique variance in loyalty OCBs, personality accounted for the most unique variance in service delivery OCBs, and customer knowledge and personality jointly were the best predictors of participation OCBs.