The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation

2014 ◽  
Vol 31 (12) ◽  
pp. 1096-1109 ◽  
Author(s):  
Helena Nguyen ◽  
Markus Groth ◽  
Gianfranco Walsh ◽  
Thorsten Hennig-Thurau
Keyword(s):  
Customer Orientation ◽  
Citizenship Behavior ◽  
Customer Citizenship Behavior ◽  
The Impact ◽  
Moderating Role

scholarly journals The impact of corporate social responsibility on customer citizenship behavior: The mediating role of customer-company identification and moderating role of generation.

2020 ◽  
Vol 1 (1) ◽  
pp. 10-21
Author(s):  
Fatima Alhouz ◽  
Abdulbaset Hasouneh
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Citizenship Behavior ◽  
Strong Impact ◽  
Company Identification ◽  
Customer Citizenship Behavior ◽  
Corporate Social ◽  
The Impact ◽  
Moderating Role

This study investigates the impact of corporate social responsibility (CSR) on customer citizenship behavior in the hospitality industry. Further, it explores the mediation effect of customer-company identification and the moderating role of generation in the CSR-customer citizenship behavior relationship. Data from 430 customers have been collected from five-star hotels in North Cyprus and the structural equation model has been employed to test the study hypotheses. The results revealed that CSR has a strong impact on customer citizenship behavior. Further, customer-company identification partially mediated the positive relationship between CSR and customer citizenship behavior. Moreover, generation moderates CSR and customer citizenship behavior relationship.

scholarly journals The nexus between corporate philanthropy and customer citizenship behavior: The role of corporate reputation and customer socialization.

2020 ◽  
Vol 1 (1) ◽  
pp. 22-33
Author(s):  
Linart Janbout
Keyword(s):  
Corporate Reputation ◽  
Corporate Philanthropy ◽  
Mediation Effect ◽  
Citizenship Behavior ◽  
Socially Responsible ◽  
Moderation Effect ◽  
Customer Citizenship Behavior ◽  
The Impact ◽  
The Relationship

Corporate philanthropy is one of the most debated topics among scholars for socially responsible firms. This study examines the impact of corporate philanthropy on customer citizenship behavior. Furthermore, this study aims to investigate the mediation effect of corporate reputation as well as the moderation effect of customer socialization on the relationship between corporate philanthropy and customer citizenship behavior. The population of this study consists of 393 students from one university in North Cyprus. Using the regression analysis method, the findings of this study revealed that corporate philanthropy positively affects customer citizenship behavior and such a relationship is partially mediated by corporate reputation. The result of the interaction effect reported for a positive significant effect of customer socialization on the relationship between corporate philanthropy and customer citizenship behavior. The research contributes to the literature by providing empirical findings on the relationship between corporate philanthropy and customer citizenship behavior as well as examining the underline mechanisms of how and under what conditions corporate philanthropy enhances customer citizenship behavior.

The Impact of Transformational Leadership on Employee retention: Role of Organizational and Communication (Preprint)

2019 ◽  
Author(s):  
Shuja Iqbal ◽  
HongYun Tian ◽  
Shamim Akhtar ◽  
Sikandar Ali Qalati
Keyword(s):  
Transformational Leadership ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Significant Relationship ◽  
Employee Retention ◽  
Citizenship Behavior ◽  
Mediating Role ◽  
The Impact ◽  
Moderating Role

BACKGROUND Employee retention has been studied by researchers in relation to many factors. Cost of losing talented employees in much higher than recruiting and training the new ones. Past studies have shown abundant research and importance of chosen variables in different relationships. This study is unique in terms of studying the mediating role of organizational citizenship behavior and moderating role of communication in the selected model. OBJECTIVE This study investigates the impact of transformational leadership on employee retention in SMEs. Furthermore, this study examines the mediating role of organizational citizenship behavior and the moderating role of communication. METHODS Based on random sampling, 505 employees from SMEs were selected to response the constructed questionnaire. Smart PLS structured equation model (PLS-SEM) was used to estimate the various relationships. RESULTS The findings of the study reveal that there is a positive and significant relationship in transformational leadership and organizational citizenship behavior. Similarly, this study found positive and significant relationship in organizational citizenship behavior and employee retention. In addition, organizational citizenship behavior had a positive mediating effect on the relationship between transformational leadership and employee retention. Furthermore, communication positively moderates transformational leadership, organizational citizenship employee retention relationships. CONCLUSIONS This study examines the mediation of organizational citizenship behavior and the moderation of communication which have been less studied in the literature. Findings revealed that transformational leadership and communication plays a significant role in relation of organizational citizenship behavior and employee retention. As such, management of SMEs need to pay particular attention to these variables, to retain employees for enhanced productivity and organizational growth.

scholarly journals Impact of Career Salience on Employees Job Involvement, Analyzing the Moderating Role of Organization Citizenship Behavior

2021 ◽  
Vol 4 (2) ◽  
pp. 179-196
Author(s):  
ROQIA MALIK ◽  
DR. MUHAMMAD ZIA-UR-REHMAN ◽  
DR. FAHAD SULTAN ◽  
MOHAMMAD UMAIR KHAN
Keyword(s):  
Job Involvement ◽  
Mediating Effect ◽  
Citizenship Behavior ◽  
Organization Citizenship Behavior ◽  
Total Data ◽  
Questionnaire Method ◽  
The Impact ◽  
Career Salience ◽  
Moderating Role

The current study identifies the factor that affecting the organization citizenship behavior and its employee’s job involvement. The study gives significance value to the literature that it provides compete discussion and information on organization citizenship behavior and its antecedents and consequences. The purpose of the study is to find out the impact of career salience on employees job involvement, analyzing the moderating role of organization citizenship behavior. Questionnaire method is used for data collection. Researcher collects the data from middle and lower level of employees on different organization. The total 44 questions asked from the middle and lower level of employees in Rawalpindi Islamabad Pakistan. The total data was collected through questionnaire from sample of 250 individuals and total 240 of respondent data was used for analysis. The result of this study indicated that there are significance relationship between independent and dependent variables and moderation was checked through (Baron & Kenny, 1986) condition. To test the reliability of the items cronbach’s alpha was used and testing the hypothesis of the study regression analysis was used. Further result show that the career salience, employees job involvement mediating effect of organization citizenship behavior.

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