The Service Climate - Customer Satisfaction Link: Boundary Conditions of Service Attribute and Mediation Effect of Service-oriented Organizational Citizenship Behavior

2011 ◽  
Author(s):  
Hui-Ling Tung ◽  
Kuo-Ye Chen ◽  
Chien-Ta Chen
Keyword(s):  
Customer Satisfaction ◽  
Boundary Conditions ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Mediation Effect ◽  
Citizenship Behavior ◽  
Service Climate ◽  
Service Oriented ◽  
Service Attribute

scholarly journals Social Capital and Organizational Citizenship Behavior: Double-Mediation of Emotional Regulation and Job Engagement

2018 ◽  
Vol 10 (10) ◽  
pp. 3600 ◽  
Author(s):  
Sung-Hoon Ko ◽  
Yongjun Choi ◽  
Seung-Yoon Rhee ◽  
Tae Moon
Keyword(s):  
Social Capital ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Emotional Labor ◽  
Emotional Regulation ◽  
Mediation Effect ◽  
Citizenship Behavior ◽  
Job Engagement ◽  
Surface Acting ◽  
Deep Acting

Despite an enduring interest in emotional labor, the effects of social capital on the emotional regulation process remain relatively underexplored. Using the job demands-resources model, we propose that social capital provides employees with the job resources required for deep acting. We also propose a double-mediation effect of deep or surface acting and job engagement, through which employee social capital can increase organizational citizenship behavior (OCB). Empirical results using data from 330 employees selling financial or insurance products in South Korea support our hypotheses that deep acting by sales employees and job engagement sequentially mediate the positive relationship between social capital and OCB.

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