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  • When do-good meets empathy and mindfulness

    Author(s)
    Thi, Nguyet Que Nguyen
    Liem, Viet Ngo
    Surachartkumtonkun, Jiraporn
    Griffith University Author(s)
    Surachartkumtonkun, Jiraporn
    Year published
    2019
    Metadata
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    Abstract
    Prosocial behaviors such as organizational citizenship behavior (OCB) and customer-oriented citizenship behavior (CCB) are the social currency in socialization process, especially in the service encounter context. However, less is known about how OCB and CCB influence employee performance and the intervening role of trait-related moderators (i.e. empathy and mindfulness). Premised upon socialization process, altruistic motivation and self-determination theory, we propose a moderated mediation model that integrates OCB, CCB, empathy, mindfulness, and employee performance. We find that OCB positively affects employee performance ...
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    Prosocial behaviors such as organizational citizenship behavior (OCB) and customer-oriented citizenship behavior (CCB) are the social currency in socialization process, especially in the service encounter context. However, less is known about how OCB and CCB influence employee performance and the intervening role of trait-related moderators (i.e. empathy and mindfulness). Premised upon socialization process, altruistic motivation and self-determination theory, we propose a moderated mediation model that integrates OCB, CCB, empathy, mindfulness, and employee performance. We find that OCB positively affects employee performance through CCB. We also find that the effect of OCB on CCB and, ultimately, on employee performance is stronger for high levels of empathy and mindfulness compared to low levels. We discuss the implications for theory, practice, and future research.
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    Journal Title
    Journal of Retailing and Consumer Services
    Volume
    50
    DOI
    https://doi.org/10.1016/j.jretconser.2019.03.020
    Subject
    Marketing
    Human resources and industrial relations
    Social Sciences
    Business
    Business & Economics
    Organizational citizenship behavior
    Customer-oriented citizenship behavior
    Publication URI
    http://hdl.handle.net/10072/391579
    Collection
    • Journal articles

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