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When do-good meets empathy and mindfulness

Author

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  • Nguyen, Thi Nguyet Que
  • Ngo, Liem Viet
  • Surachartkumtonkun, Jiraporn

Abstract

Prosocial behaviors such as organizational citizenship behavior (OCB) and customer-oriented citizenship behavior (CCB) are the social currency in socialization process, especially in the service encounter context. However, less is known about how OCB and CCB influence employee performance and the intervening role of trait-related moderators (i.e. empathy and mindfulness). Premised upon socialization process, altruistic motivation and self-determination theory, we propose a moderated mediation model that integrates OCB, CCB, empathy, mindfulness, and employee performance. We find that OCB positively affects employee performance through CCB. We also find that the effect of OCB on CCB and, ultimately, on employee performance is stronger for high levels of empathy and mindfulness compared to low levels. We discuss the implications for theory, practice, and future research.

Suggested Citation

  • Nguyen, Thi Nguyet Que & Ngo, Liem Viet & Surachartkumtonkun, Jiraporn, 2019. "When do-good meets empathy and mindfulness," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 22-29.
    • Handle: RePEc:eee:joreco:v:50:y:2019:i:c:p:22-29
    DOI: 10.1016/j.jretconser.2019.03.020
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    References listed on IDEAS

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    1. Stefan Markovic & Oriol Iglesias & Jatinder Jit Singh & Vicenta Sierra, 2018. "How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality," Journal of Business Ethics, Springer, vol. 148(4), pages 721-740, April.
    2. Hart, Timothy A. & Gilstrap, J. Bruce & Bolino, Mark C., 2016. "Organizational citizenship behavior and the enhancement of absorptive capacity," Journal of Business Research, Elsevier, vol. 69(10), pages 3981-3988.
    3. Hafenbrack, Andrew C., 2017. "Mindfulness Meditation as an On-The-Spot Workplace Intervention," Journal of Business Research, Elsevier, vol. 75(C), pages 118-129.
    4. Christine Mathies & Liem Viet Ngo, 2014. "New insights into the climate–attitudes–outcome framework: Empirical evidence from the Australian service sector," Australian Journal of Management, Australian School of Business, vol. 39(3), pages 473-491, August.
    5. Fu, Na & Bosak, Janine & Flood, Patrick C. & Ma, Qinhai, 2019. "Chinese and Irish professional service firms compared: Linking HPWS, organizational coordination, and firm performance," Journal of Business Research, Elsevier, vol. 95(C), pages 266-276.
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    1. Ngo, Liem Viet & Nguyen, Thi Nguyet Que & Tran, Nam The & Paramita, Widya, 2020. "It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).

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