Please use this identifier to cite or link to this item: http://scholarbank.nus.edu.sg/handle/10635/15933
Title: The influence of perceived support on service providers' organizational citizenship behavior: A multi-focal perspective
Authors: HU ZHEHUA
Keywords: perceived support, organizational citizenship behavior, multi-focal perspective, service industry
Issue Date: 11-Jun-2009
Source: HU ZHEHUA (2009-06-11). The influence of perceived support on service providers' organizational citizenship behavior: A multi-focal perspective. ScholarBank@NUS Repository.
Abstract: Organizational citizenship behavior has been studied as an important antecedent of organization effectiveness. This dissertation extends the multi-focal perspective on the social exchanges of employees in organizations to include customers, and provides an overall test of the linkage of perceived support to citizenship behavior within each of four social exchange relationships, the relationships of employees with their employing organizations, supervisors, co-workers, and customers. Within these social exchange relationships, organization-based self-esteem is incorporated as a key mediating variable, and reciprocation wariness is identified as a moderator. While past research has given limited attention to the role of customers, a constituency outside of an employeeb s primary network of social relations, as a source of social support, the empirical findings reported here highlight their strategic relevance. Theoretical and practical implications of these findings are discussed.
URI: http://scholarbank.nus.edu.sg/handle/10635/15933
Appears in Collections:Ph.D Theses (Open)

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