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

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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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