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How discretionary behaviors promote customer engagement: the role of psychosocial safety climate and psychological capital
Citation
Siami, S and Martin, A and Gorji, M and Grimmer, M, How discretionary behaviors promote customer engagement: the role of psychosocial safety climate and psychological capital, Journal of Management & Organization pp. 1-19. ISSN 1833-3672 (2020) [Refereed Article]
Copyright Statement
© Cambridge University Press and Australian and New Zealand Academy of Management 2020
Abstract
The study examines the effect of psychosocial safety climate (PSC) and psychological capital (PsyCap) on
customer engagement through discretionary service behaviors including adaptive and proactive service
behaviors (ASB and PSB). A field study of 56 managers, 513 service employees, and 560 customers in
56 branches of insurance companies was carried out to test a theoretical model using hierarchical linear
modeling (HLM7). The results demonstrated that PsyCap and PSC were both positively associated with
ASB and PSB at the individual level. The results also showed that an interaction between PsyCap and
PSC was related to ASB but not PSB. This suggested that PsyCap and PSC interact in a synergic manner
to affect service employees’ engagement in ASB, beyond their direct effects. At the branch level, ASB was
not associated with customer engagement behavior, but PSB was. Furthermore, PSB mediated the relationship between PSC and customer engagement behavior, although ASB did not.
Item Details
Item Type: | Refereed Article |
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Keywords: | occupational health, service behaviour, wellbeing, adaptive service behaviors, customer engagement, proactive service behaviors, psychological capital, psychosocial safety climate |
Research Division: | Commerce, Management, Tourism and Services |
Research Group: | Strategy, management and organisational behaviour |
Research Field: | Organisational behaviour |
Objective Division: | Economic Framework |
Objective Group: | Management and productivity |
Objective Field: | Management |
UTAS Author: | Siami, S (Ms Sahar Siami) |
UTAS Author: | Martin, A (Professor Angela Martin) |
UTAS Author: | Gorji, M (Mr Mohammadbagher Gorgi) |
UTAS Author: | Grimmer, M (Professor Martin Grimmer) |
ID Code: | 141365 |
Year Published: | 2020 |
Web of Science® Times Cited: | 1 |
Deposited By: | Menzies Institute for Medical Research |
Deposited On: | 2020-10-16 |
Last Modified: | 2021-11-16 |
Downloads: | 0 |
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