Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics

被引：73

作者：

Lau, Patricia Yin Yin ^{[1
]}

Tong, Jane L. Y. Terpstra ^{[1
]}

Lien, Bella Ya-Hui ^{[2
]}

Hsu, Yen-Chen ^{[2
]}

Chong, Chooi Ling ^{[1
]}

机构：

[1] Monash Univ Malaysia, Sch Business, Jalan Lagoon Selatan, Bandar Sunway 47500, Selangor Darul, Malaysia

[2] Natl Chung Cheng Univ, Dept Business Adm, 168 Univ Rd, Minxiong Township, Min Hsiung Chia, Taiwan

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2017年 / 35卷

关键词：

Ethical work climate; Proactive customer service performance; Organizational politics; JOB-SATISFACTION; CITIZENSHIP BEHAVIORS; NORMATIVE COMMITMENT; FIT INDEXES; SCALE POPS; PERCEPTIONS; JUSTICE; LEADERSHIP; IMPACT; INDUSTRY;

D O I：

10.1016/j.jretconser.2016.11.004

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study examined the mediating effects of organizational politics on the relationships between ethical work climate and two employee outcomes: affective commitment and proactive customer service performance. Using 200 survey responses collected from six shopping malls, we found that perceived ethical work climate had a direct effect on employee perceptions of organizational politics, affective commitment and proactive customer service performance. Moreover, perceived organizational politics partially mediated the relationship between ethical climate and affective commitment, but not that between ethical climate and proactive customer service behavior. We recommend retailers develop ethical climate to strengthen their competitive advantage.

引用

页码：20 / 26

页数：7

共 96 条

[1] A study of organizational citizenship behaviors in a retail setting [J].