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What makes a good citizen in service settings?

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  • Mei-Ling Wang

Abstract

As service firms face intense pressure to improve service quality, contact employees have been asked to do more with less. It is important that managers understand the concept of organisational citizenship behaviours and attempt to motivate employees to exhibit such behaviours. This study developed and tested a model of how employees' perception of organisational support affects affective commitment (AC), which contributes to their citizenship behaviours in service settings. Questionnaire data from matched pairs of 318 contact employees and their supervisors demonstrated that both perceived organisational support (POS) and AC play strong, central roles in determining contact employees' exhibition of citizenship behaviours. In addition, AC was found to be an effective mediator linking contact employees' perception of organisational support to their citizenship behaviours.

Suggested Citation

  • Mei-Ling Wang, 2009. "What makes a good citizen in service settings?," The Service Industries Journal, Taylor & Francis Journals, vol. 29(5), pages 621-634, May.
    • Handle: RePEc:taf:servic:v:29:y:2009:i:5:p:621-634
    DOI: 10.1080/02642060902720055
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    Cited by:

    1. María Dolores Álvarez‐Pérez & Adolfo Carballo‐Penela & Pilar Rivera‐Torres, 2020. "Work‐life balance and corporate social responsibility: The evaluation of gender differences on the relationship between family‐friendly psychological climate and altruistic behaviors at work," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(6), pages 2777-2792, November.
    2. Thomas Rockstuhl & Robert Eisenberger & Lynn M. Shore & James N. Kurtessis & Michael T. Ford & Louis C. Buffardi & Salar Mesdaghinia, 2020. "Perceived organizational support (POS) across 54 nations: A cross-cultural meta-analysis of POS effects," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 51(6), pages 933-962, August.

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