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    Title: Does Organizational Support Promote Citizenship in Service Settings? The Moderating Role of Service Climate
    Authors: 汪美伶;Wang,Mei-ling
    Contributors: 淡江大學企業管理學系
    Date: 2009-12
    Issue Date: 2011-08-24 16:05:01 (UTC+8)
    Publisher: Heldref Publishing
    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.
    Relation: Journal of Social Psychology 149(6), pp.648-676
    DOI: 10.1080/00224540903347297
    Appears in Collections:[Graduate Institute & Department of Business Administration] Journal Article

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