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Psychosocial safety climate and psychological capital for positive customer behavioral intentions in service organizations

Citation

Siami, S and Gorji, M and Martin, A, Psychosocial safety climate and psychological capital for positive customer behavioral intentions in service organizations, American Journal of Business ISSN 1935-5181 (2023) [Refereed Article]

Copyright Statement

2022, Emerald Publishing Limited

DOI: doi:10.1108/AJB-01-2022-0018

Abstract

Purpose: The purpose of this paper is to articulate a synergic-mediated model of positive service behaviors enabled by what could be called a "psychosocial resource caravan" for improved customer behavioral intentions to help service organizations especially during coronavirus disease 2019 (COVID-19) crisis.

Design/methodology/approach: This paper adopts a multi-level approach and is based on positive organizational behavior and occupational health and safety literature. An empirical study of synergic-mediated model of positive service behaviors has been developed and tested using a quantitative approach.

Findings: This paper offers a theoretical framework proposing that a psychosocially safe work environment (psychosocial safety climate (PSC)) interacts with employees' positive psychological capital (PsyCap) to facilitate positive service behaviors that influence customers' behavioral intentions. As PsyCap and PSC have origin, respectively, in different organizational levels, those both can combine and create a context for positive service encounters. The proposed model has been operationalized and then the reliability and validity of the constructs have been examined. A series of CFAs has been conducted and the fitness of the prosed model was compared to other possible models. The model showed a better fitness compared to the other plausible models. All hypotheses of the model were also significant.

Originality/value: The proposed model integrates positive organizational behavior and occupational health and safety literature to consider the conditions for positive service behaviors. High levels of PsyCap among team members and a psychosocially safe working environment, i.e. PSC can impact customers through positive service behaviors. The articulation of the proposed model presented in this paper invites future empirical research on the synergic nature of psychosocial resources. The paper also suggests some key points to operationalize "psychosocial resource caravan."

Item Details

Item Type:Refereed Article
Research Division:Commerce, Management, Tourism and Services
Research Group:Strategy, management and organisational behaviour
Research Field:Organisational behaviour
Objective Division:Health
Objective Group:Public health (excl. specific population health)
Objective Field:Mental health
UTAS Author:Martin, A (Professor Angela Martin)
ID Code:155463
Year Published:2023
Deposited By:Menzies Institute for Medical Research
Deposited On:2023-02-21
Last Modified:2023-03-22
Downloads:0

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