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How discretionary behaviors promote customer engagement: the role of psychosocial safety climate and psychological capital


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

DOI: doi:10.1017/jmo.2020.29


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
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

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