scholarly journals Stimulating Customer Citizenship Behavior With Service Climate: The Mediating Role of Customer Psychological Empowerment

SAGE Open ◽  
2021 ◽  
Vol 11 (1) ◽  
pp. 215824402110060
Author(s):  
Hailian Qiu ◽  
Ning Wang ◽  
Minglong Li
Keyword(s):  
Customer Service ◽  
Psychological Empowerment ◽  
Positive Impact ◽  
Citizenship Behavior ◽  
Service Climate ◽  
Mediating Role ◽  
Customer Perspective ◽  
Customer Citizenship Behavior ◽  
Strength Of Effects

This study expanded the research on service climate to the perspective of customers in the hospitality context and explicated the influence mechanism of service climate on customer citizenship behavior. Service climate traditionally perceived by employees has been well studied, but only limited studies focused on the customer perspective service climate. Based on the existing literature, customer perceived service climate in the hospitality industry was operationalized and its influence on customer citizenship behavior was proposed. After the measurement purification with exploratory factor analysis based on the pilot data using IBM SPSS 20, data collection was conducted in the hotels in Wuhan, China. A total of 432 valid questionnaires were collected and the data were analyzed for hypotheses testing, using Mplus 7.4. The research results indicate that each factor of customer service climate has a positive impact on customer citizenship behavior, with the strength of effects being different. Customer psychological empowerment plays a partial mediating role between some factors of service climate and customer citizenship behavior. The findings provide implications for service enterprises in terms of service climate design and customer citizenship behavior facilitation.

Brand experience and customer citizenship behavior: the role of brand relationship quality

2017 ◽  
Vol 34 (3) ◽  
pp. 268-280 ◽  
Author(s):  
Lishan Xie ◽  
Patrick Poon ◽  
Wenxuan Zhang
Keyword(s):  
Relationship Quality ◽  
Citizenship Behavior ◽  
Brand Experience ◽  
Content Type ◽  
Mediating Role ◽  
Brand Relationship ◽  
Brand Relationship Quality ◽  
Customer Citizenship Behavior ◽  
The Relationship

Purpose This paper aims to examine the mediating role of brand relationship quality in the relationship between brand experience and customer citizenship behavior. Design/methodology/approach Two studies were conducted in China. Data were collected via questionnaire surveys. Structural equation modeling and bootstrapping methods were used for data analyses. Findings Results show that brand relationship quality mediates the effects of the four dimensions of brand experience (i.e. sensory, affective, behavioral and intellectual) on the two aspects of customer citizenship behavior (i.e. toward other customers and toward the organization). In addition, service provider ratings can moderate the effect of brand relationship quality on customer citizenship behavior. Practical implications The findings suggest that marketing or service managers should build high quality of customer–brand relationship to enhance customer citizenship behaviors by providing memorable and pleasurable brand experiences. Brands with high ratings can facilitate the effect of brand relationship quality on customer citizenship behavior. Originality/value This research sheds light on the mediating role of brand relationship quality in the relationship between brand experience and customer citizenship behavior.

scholarly journals Business Model Design and Customer Loyalty: The Mediating Role of Customer Citizenship Behavior

2020 ◽  
Vol 12 (17) ◽  
pp. 7047
Author(s):  
Baoliang Hu ◽  
Wei Huang ◽  
Shuai Yan ◽  
Guang Liu ◽  
Tao Zhang
Keyword(s):  
Business Model ◽  
Customer Loyalty ◽  
Corporate Sustainability ◽  
Citizenship Behavior ◽  
Hierarchical Regression ◽  
Demand Side ◽  
Mediating Role ◽  
Customer Citizenship Behavior ◽  
The Relationship

An increasing number of scholars and practitioners are advocating for the exploration of the demand-side consequences of business model (BM) design from the customer’s perceptual perspective. Consistent with this view, this paper discusses how BM design can achieve customer loyalty through the mediating role of customer citizenship behavior. Therefore, this paper puts forward a series of hypotheses regarding relationships among BM design, customer citizenship behavior, and customer loyalty and further tests these hypotheses through hierarchical regression analysis from data collected from Chinese customers. The results show that both efficiency-centered and novelty-centered BM designs are the antecedents of customer citizenship behavior and customer loyalty. The results also show that efficiency-centered and novelty-centered BM designs can directly affect customer loyalty, and indirectly affect customer loyalty through the mediating role of customer citizenship behavior. Our findings contribute to research on the relationship between BM design and customer loyalty, and research on the demand-side consequences of BM design. Our findings also contribute to research on the link between BM design and marketing, and research on BM design for corporate sustainability. Our findings have management implications for practitioners as well.

scholarly journals Organizational Justice and Citizenship Behavior, the Mediating Role of Trust

2015 ◽  
Vol 5 (1) ◽  
pp. 86 ◽  
Author(s):  
Hassan Ismail
Keyword(s):  
Organizational Justice ◽  
Organizational Citizenship ◽  
Positive Impact ◽  
Organizational Trust ◽  
Total Sample ◽  
Citizenship Behavior ◽  
Mediating Role ◽  
Research Findings ◽  
The Relationship

This study examines the role of organizational trust in the relationship between organizational justice and organizational citizenship behaviors (OCB). A total sample of 191 employees was selected from Syrian private banks. The research findings indicate that there is a significant positive impact of organizational justice dimensions (distributive, procedural, and interactional) on OCB. Similarly, organizational trust positively affects OCB. Furthermore, this study shows that organizational trust plays a mediating role in the relationship between the organizational justice and OCB.    

scholarly journals Analysis of the Mediating Role of Psychological Empowerment in Perceived Trust and Work Performance

2021 ◽  
Author(s):  
Xiaoli Liu ◽  
Xiaopeng Ren
Keyword(s):  
Task Performance ◽  
Information Disclosure ◽  
Work Performance ◽  
Psychological Empowerment ◽  
Positive Impact ◽  
Perceived Trust ◽  
Mediating Role ◽  
Relationship Performance ◽  
And Task

As a potential motivation, psychological empowerment stimulates employees' work behaviors, and it determines the degree of effort and duration of employees' work. Only when employees are psychologically empowered, will they have an impact on their behavior when they believe that they are trusted. This paper chose to set the independent variable as the employee's perceived trust and the dependent variable as the company's work performance, and explored the mediating role of psychological empowerment in the two. The psychological empowerment of employees had a positive impact on work performance. Employees with high psychological empowerment tended to be proactive in their work, and had more input in the work, which in turn encouraged employees to have higher work performance. The four dimensions of psychological empowerment can positively affect employee task performance, and the ability and influence of psychological empowerment had a positive impact on relationship performance. Psychological empowerment as a whole perception played a part of the mediating role between the perception of superior dependency and task performance, and it played a part of the mediating role between perception of superior dependency and relationship performance. As a whole perception, psychological empowerment played a part of mediating role between perceived information disclosure and task performance, and part of mediating role between perceived information disclosure and relationship performance. In the study of perceived trust and work performance, this article focused on the mediating role of psychological empowerment, and further understood the internal mechanism of perceived trust.

scholarly journals Analysis of the Mediating Role of Psychological Empowerment in Perceived Trust and Work Performance

2021 ◽  
Author(s):  
Xiaoli LIU ◽  
Xiaopeng REN
Keyword(s):  
Task Performance ◽  
Information Disclosure ◽  
Work Performance ◽  
Psychological Empowerment ◽  
Positive Impact ◽  
Perceived Trust ◽  
Mediating Role ◽  
Relationship Performance ◽  
And Task

Abstract As a potential motivation, psychological empowerment stimulates employees' work behaviors, and it determines the degree of effort and duration of employees' work. Only when employees are psychologically empowered, will they have an impact on their behavior when they believe that they are trusted. This paper chose to set the independent variable as the employee's perceived trust and the dependent variable as the company's work performance, and explored the mediating role of psychological empowerment in the two. The psychological empowerment of employees had a positive impact on work performance. Employees with high psychological empowerment tended to be proactive in their work, and had more input in the work, which in turn encouraged employees to have higher work performance. The four dimensions of psychological empowerment can positively affect employee task performance, and the ability and influence of psychological empowerment had a positive impact on relationship performance. Psychological empowerment as a whole perception played a part of the mediating role between the perception of superior dependency and task performance, and it played a part of the mediating role between perception of superior dependency and relationship performance. As a whole perception, psychological empowerment played a part of mediating role between perceived information disclosure and task performance, and part of mediating role between perceived information disclosure and relationship performance. In the study of perceived trust and work performance, this article focused on the mediating role of psychological empowerment, and further understood the internal mechanism of perceived trust.

scholarly journals Service Climate and Empowerment for Customer Service Quality among Vietnamese Employees at Restaurants

2021 ◽  
Vol 13 (3) ◽  
pp. 1172
Author(s):  
Loan Pham Thi Phuong ◽  
Young-joo Ahn
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Urban Areas ◽  
Customer Orientation ◽  
Citizenship Behavior ◽  
Service Climate ◽  
Mediating Role ◽  
Managerial Support

This study examines the relationship between service climate, empowerment, and organizational citizenship behavior among Vietnamese employees at restaurants in urban areas of South Korea. Moreover, the mediating role of empowerment between service climate and organizational citizenship behavior is investigated. From a sample of 209 Vietnamese respondents working in Asian ethnic restaurants, the findings indicate that work facilitation is the most influential service climate that affects empowerment. However, two service climate factors—managerial support and customer orientation—are not statistically significant. Moreover, organizational citizenship behavior among employees is enhanced not only by service climate but also by empowerment. This study provides empirical evidence of employee perceptions of service climate and of the influence of service climate on employee empowerment and organizational citizenship behavior for customer service quality. This study expands the knowledge regarding foreign employees at restaurants and provides important theoretical and practical implications for creating a sustainable work environment and empowering employees who strive for an excellent quality of customer service in the context of the restaurant industry.

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