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How discretionary behaviors promote customer engagement: the role of psychosocial safety climate and psychological capital

Siami, S, Martin, A ORCID: 0000-0003-0109-1218, Gorgi, M and Grimmer, M ORCID: 0000-0002-4076-2259 2020 , 'How discretionary behaviors promote customer engagement: the role of psychosocial safety climate and psychological capital' , Journal of Management & Organization , pp. 1-19 , doi: 10.1017/jmo.2020.29.

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Abstract

The study examines the effect of psychosocial safety climate (PSC) and psychological capital (PsyCap) oncustomer engagement through discretionary service behaviors including adaptive and proactive servicebehaviors (ASB and PSB). A field study of 56 managers, 513 service employees, and 560 customers in56 branches of insurance companies was carried out to test a theoretical model using hierarchical linearmodeling (HLM7). The results demonstrated that PsyCap and PSC were both positively associated withASB and PSB at the individual level. The results also showed that an interaction between PsyCap andPSC was related to ASB but not PSB. This suggested that PsyCap and PSC interact in a synergic mannerto affect service employees’ engagement in ASB, beyond their direct effects. At the branch level, ASB wasnot associated with customer engagement behavior, but PSB was. Furthermore, PSB mediated the relationship between PSC and customer engagement behavior, although ASB did not.

Item Type: Article
Authors/Creators:Siami, S and Martin, A and Gorgi, M and Grimmer, M
Keywords: occupational health, service behaviour, wellbeing, adaptive service behaviors, customer engagement, proactive service behaviors, psychological capital, psychosocial safety climate
Journal or Publication Title: Journal of Management & Organization
Publisher: Cambridge University Press
ISSN: 1839-3527
DOI / ID Number: 10.1017/jmo.2020.29
Copyright Information:

© Cambridge University Press and Australian and New Zealand Academy of Management 2020

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