Psychological capital, Psychosocial safety climate and customer and employee extra-role behaviors

Document Type : Research Paper

Authors

1 Management- Management and Accounting Faculty- Islamic Azad University- Aliabad Katool- Iran

2 Department of Management, Faculty of Management & Accounting, Aliabad Katoul Branch, Islamic Azad University, Aliabad Katoul, Iran

3 univercity

Abstract

The research aimed to investigate the effects of positive psychological capital and psychosocial safety climate on extra-role customer engagement behavior through the mediating role of employee task-related extra-role behaviors specified as employees’ adaptive and proactive behaviors. This study also examined the moderating role of psychosocial safety climate in the relationship between psychological capital and employees’ task-related behaviors. The research is an applied one in terms of purpose and a survey correlation in terms data collection. 200 dyads of employees and customers of insurance companies have been selected using simple random and stratified random sampling techniques. To analyse data, structural equation technique using SPSS 24 and Amos 23 and a linear regression method using Process macro were used. The findings showed that psychological capital and psychosocial safety climate directly affected employees’ task-related extra-role behaviors. The results also confirmed that employee task-related extra-role behaviors were significantly related to customer extra-role engagement. Finally, the findings revealed that psychosocial safety climate interacting with psychological capital had a positive effect on employees’ task-related extra-role behaviors.

Keywords

Main Subjects

References

 
Albrecht, S., Breidahl, E., & Marty, A. (2018). Organizational resources, organizational engagement climate, and employee engagement. Career Development International, 23(1), 67-85.
Avey, J. B., Reichard, R. J., Luthans, F., & Mhatre, K. H. (2011). Meta-analysis of the impact of positive psychological capital on employee attitudes, behaviors, and performance. Human Resource Development Quarterly, 22(2), 127-152.
Babakus, E., Yavas, U., & Ashill, N. J. (2009). The role of customer orientation as a moderator of the job demand–burnout–performance relationship: A surface-level trait perspective. Journal of Retailing, 85(4), 480-492.
BimehmarkaziIran (2015-2016). Annual Report. Accessed July. 2017. <https://en.centinsur.ir/uploads/Report_2015_16_1063.pdf>.
Blau, P. M. (1964). Exchange and power in social life: New York: John Wiley & Sons.
Brodie, R.J., Hollebeek, L.D., Jurić, B. & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252-271.
Chan, K. W., Gong, T., Zhang, R., & Zhou, M. (2017). Do employee citizenship behaviors lead to customer citizenship behaviors? The roles of dual identification and service climate. Journal of Service Research, 20(3), 259-274.
Cheng, T. M., Hong, C. Y., & Yang, B. C. (2018). Examining the moderating effects of service climate on psychological capital, work engagement, and service behavior among flight attendants. Journal of Air Transport Management, 67, 94-102.
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295-336.
Clapp-Smith, R., Vogelgesang, G. R., & Avey, J. B. (2009). Authentic leadership and positive psychological capital: The mediating role of trust at the group level of analysis. Journal of Leadership & Organizational Studies, 15(3), 227-240.
Cook, K. S., Cheshire, C., Rice, E. R., & Nakagawa, S. (2013). Social exchange theory Handbook of Social Psychology (pp. 61-88): Springer.
Dollard, M. F., Dormann, C., Tuckey, M. R., & Escartín, J. (2017). Psychosocial safety climate (PSC) and enacted PSC for workplace bullying and psychological health problem reduction. European Journal of Work and Organizational Psychology, 26(6), 844-857.
Dollard, M. F., Tuckey, M. R., & Dormann, C. (2012). Psychosocial safety climate moderates the job demand–resource interaction in predicting workgroup distress. Accident Analysis & Prevention, 45, 694-704.
Eddleston, K. A., Kellermanns, F. W., & Kidwell, R. E. (2018). Managing Family Members: How Monitoring and Collaboration Affect Extra‐Role Behavior in Family Firms. Human Resource Management, 57(5), 957-977.
Friend, S. B., Johnson, J. S., Luthans, F., & Sohi, R. S. (2016). Positive psychology in sales: Integrating psychological capital. Journal of Marketing Theory and Practice, 24(3), 306-327.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39-50.
Garba, O. A., Babalola, M. T., & Guo, L. (2018). A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior. International Journal of Hospitality Management, 70, 1-8.
Griffin, M. A., Parker, S. K., & Mason, C. M. (2010). Leader vision and the development of adaptive and proactive performance: A longitudinal study. Journal of Applied Psychology, 95(1), 174-194.
Grimmer, L., Grimmer, M., & Mortimer, G. (2018). The more things change the more they stay the same: A replicated study of small retail firm resources. Journal of Retailing and Consumer Services, 44, 54-63.
Grimmer, M., & Miles, M. P. (2017). With the best of intentions: a large sample test of the intention-behaviour gap in pro-environmental consumer behaviour. International Journal of Consumer studies, 41(1), 2-10.
Gupta, M., Shaheen, M., & Reddy, P. K. (2017). Impact of psychological capital on organizational citizenship behavior: mediation by work engagement. Journal of Management Development, 36(7), 973-983.
Gwinner, K. P., Bitner, M. J., Brown, S. W., & Kumar, A. (2005). Service customization through employee adaptiveness. Journal of Service Research, 8(2), 131-148.
Hackman, J. R. (2009). The perils of positivity. Journal of Organizational Behavior, 30(2), 309-319.
Hayes, A. F. (2013). Mediation, moderation, and conditional process analysis. Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach. New York: Guilford Publications, 1-20.
Hobfoll, S. (2014). Resource caravans and resource caravan passageways: a new paradigm for trauma responding. Intervention, 12, 21-32.
Idris, M. A., & Dollard, M. F. (2014). Psychosocial safety climate, emotional demands, burnout, and depression: A longitudinal multilevel study in the Malaysian private sector. Journal of Occupational Health Psychology, 19(3), 291.
Jones, T., Taylor, S. F., & Bansal, H. S. (2008). Commitment to a friend, a service provider, or a service company—are they distinctions worth making?. Journal of the Academy of Marketing Science, 36(4), 473-487.
Jong, A. d., & De Ruyter, K. (2004). Adaptive versus proactive behavior in service recovery: the role of self-managing teams. Decision Sciences, 35(3), 457-491.
Jung, H. S., & Yoon, H. H. (2015). The impact of employees’ positive psychological capital on job satisfaction and organizational citizenship behaviors in the hotel. International Journal of Contemporary Hospitality Management, 27(6), 1135-1156.
Karaosmanoglu, E., Altinigne, N., & Isiksal, D. G. (2016). CSR motivation and customer extra-role behavior: Moderation of ethical corporate identity. Journal of Business Research, 69(10), 4161-4167.
Kerse, G. (2019). A leader indeed is a leader in deed: The relationship of ethical leadership, person–organization fit, organizational trust, and extra-role service behavior. Journal of Management & Organization, 1-20.
Kumar, V., & Pansari, A. (2015). Measuring the benefits of employee engagement. MIT Sloan Management Review, 56(4), 67.
Leischnig, A., & Kasper-Brauer, K. (2015). Employee adaptive behavior in service enactments. Journal of Business Research, 68(2), 273-280.
Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58.
Loh, M. Y., Idris, M. A., Dollard, M. F., & Isahak, M. (2018). Psychosocial safety climate as a moderator of the moderators: Contextualizing JDR models and emotional demands effects. Journal of Occupational and Organizational Psychology, 91(3), 620-644.
Luthans, F., & Avolio, B. J. (2003). Authentic leadership: A positive developmental approach. In K. S. Cameron, J. E. Dutton, & R. E. Quinn (Eds.). Positive organizational scholarship. San Francisco: Berrett Koehler, (pp. 241–261).
Luthans, F., Luthans, K. W., & Luthans, B. C. (2004). Positive psychological capital: Beyond human and social capital. Business Horizons, 47(1), 45-50.
Luthans, F., Norman, S.M., Avolio, B.J., & Avey, J.B. (2008). Supportive Organizational Climate–Employee Performance Relationship. Journal of Organizational Behavior, 29, 219–238.
Luthans, F., Avolio, B.J., Avey, J.B., & Norman, S.M. (2007). Positive psychological capital: measurement and relationship with performance and satisfaction. Personnel Psychology, 60(3), 541-572.
Luthans, F., & Youssef, C. M. (2007). Emerging positive organizational behavior. Journal of Management, 33(3), 321-349.
Mansour, S., & Tremblay, D. G. (2019). How can we decrease burnout and safety workaround behaviors in health care organizations? The role of psychosocial safety climate. Personnel Review, 48(2), 528-550.
Nguyen, H., Johnson, A., Collins, C., & Parker, S.K. (2017). Confidence Matters: Self‐Efficacy Moderates the Credit That Supervisors Give to Adaptive and Proactive Role Behaviours. British Journal of Management, 28(2), 315-330.
Paek, S., Schuckert, M., Kim, T. T., & Lee, G. (2015). Why is hospitality employees’ psychological capital important? The effects of psychological capital on work engagement and employee morale. International Journal of Hospitality Management, 50, 9-26
Pansari, A., & Kumar, V. (2017). Customer engagement: the construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294-311.
Parker, S. K., Bindl, U. K., & Strauss, K. (2010). Making things happen: A model of proactive motivation. Journal of Management, 36(4), 827-856.
Rank, J., Carsten, J. M., Unger, J. M., & Spector, P. E. (2007). Proactive customer service performance: Relationships with individual, task, and leadership variables. Human Performance, 20(4), 363-390.
Raub, S., & Liao, H. (2012). Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance. Journal of Applied Psychology, 97(3), 651-672.
Román, S., & Iacobucci, D. (2010). Antecedents and consequences of adaptive selling confidence and behavior: a dyadic analysis of salespeople and their customers. Journal of the Academy of Marketing Science, 38(3), 363-382.
 
Strauss, K., Griffin, M. A., Parker, S. K., & Mason, C. M. (2015). Building and sustaining proactive behaviors: The role of adaptivity and job satisfaction. Journal of Business and Psychology, 30(1), 63-72.
Schneider, B., Macey, W. H., & Young, S. A. (2006). The climate for service: A review of the construct with implications for achieving CLV goals. Journal of Relationship Marketing, 5(2-3), 111-132.
The world bank (2018). Iran Overview. Accessed 24 may 2017. https://www. worldbank.org/en/country/iran/overview.
Van Tonder, E., Saunders, S. G., Lisita, I. T., & de Beer, L. T. (2018). The importance of customer citizenship behaviour in the modern retail environment: Introducing and testing a social exchange model. Journal of Retailing and Consumer Services, 45, 92-102.
Verleye, K., Gemmel, P., & Rangarajan, D. (2014). Managing engagement behaviors in a network of customers and stakeholders: Evidence from the nursing home sector. Journal of Service Research, 17(1), 68-84.
Wilder, K. M., Collier, J. E., & Barnes, D. C. (2014). Tailoring to customers’ needs: Understanding how to promote an adaptive service experience with frontline employees. Journal of Service Research, 17(4), 446-459.
Yeh, C. W. (2012). Relationships among service climate, psychological contract, work engagement and service performance. Journal of Air Transport Management, 25, 67–70.
Yi, Y., Gong, T., & Lee, H. (2013). The impact of other customers on customer citizenship behavior. Psychology & Marketing, 30(4), 341-356.
Youssef-Morgan, C. M., & Luthans, F. (2013). Positive leadership: Meaning and application across cultures. Organizational Dynamics, 42,198-208.
Organizational Behaviour Studies Quarterly
Volume 9, Issue 3 - Serial Number 35
September 2020
Pages 105-138

Files

Share

How to cite

Statistics