This paper describes how employment relationships and human-resource management (HRM) functions can influence employees’ citizenship role definitions in service settings. Integrating social exchange and role theory, the paper suggests that contact
employees will reciprocate felt obligations of high-quality employee–organisation relationships (i.e. perceived organisational support (POS)) by expanding their role in ways consistent with contextual behavioural expectations. The longitudinal survey of 1387 contact employees and 108 managers in a large supermarket chain shows that POS and several market-focused HRM practices influence employees’ service-oriented citizenship role definitions. In particular, high-quality employment relationships contribute to expanded service-oriented citizenship role definitions when market-focused HRM practices were implemented.
The Service Industries Journal 30(7), pp.1077-1095