When do-good meets empathy and mindfulness

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Thi, Nguyet Que Nguyen
Liem, Viet Ngo
Surachartkumtonkun, Jiraporn
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2019
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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 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 of Retailing and Consumer Services

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50

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Marketing

Human resources and industrial relations

Social Sciences

Business

Business & Economics

Organizational citizenship behavior

Customer-oriented citizenship behavior

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Thi, NQN; Liem, VN; Surachartkumtonkun, J, When do-good meets empathy and mindfulness, Journal of Retailing and Consumer Services, 2019, 50, pp. 22-29

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