When do-good meets empathy and mindfulness. (September 2019)

• Record Type: Journal Article
• Authors: Nguyen, Thi Nguyet Que; Ngo, Liem Viet; Surachartkumtonkun, Jiraporn
• Is Part Of: Journal of retailing and consumer services. Volume 50(2019)
• Page Start: 22
• Page End: 29
• Publication Date: 2019-09
• Subjects: Organizational citizenship behavior -- Customer-oriented citizenship behavior -- Empathy -- Mindfulness -- Employee performance; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2019.03.020
• Languages: English
• ISSNs: 0969-6989

Abstract

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.