title: Does organizational support promote citizenship in service settings? The moderating role of service climate.
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.
authors.affiliation: Department of Business Administration, Tamkang University, 151, Ying-chunag Road, Tamsui, Taipei County, Taiwan. magwang@mail.tku.edu.tw
authors.forename: Mei-Ling
authors.initials: ML
authors.lastname: Wang
mesh_terms: D000328:Adult; D003258:Consumer Behavior; D005260:Female; D019649:Food Industry; D006801:Humans; D007398:Interpersonal Relations; D007588:Job Satisfaction; D016014:Linear Models; D008297:Male; D015279:Organizational Culture; D010558:Personnel Loyalty; D010559:Personnel Management; D012380:Role; D012931:Social Environment; D012944:Social Support