Journal Screenshot

International Journal of Academic Research in Business and Social Sciences

Open Access Journal

ISSN: 2222-6990

Why Do Social Support Affect Prosocial Service Behaviors? The Moderating Role of Service Climate

Mei-Ling Wang

Open access

Taking the multifoci perspective, the present study integrated social exchange and climate research to evaluate the effects of social exchange relationships (i.e., perceived organizational support [POS] and perceived team support [PTS]) on contact employees’ prosocial service behaviors. A dyad data of 197 contact employees and supervisors in a large supermarket chain of Taiwan showed that POS and PTS were positively associated with the exhibition of extra-role customer service. However, only PTS contributed to role-prescribed customer service. This paper also demonstrated the relationship between POS and extra-role customer service was enhanced within a strong service climate. Through empirical examination, theoretical and managerial implications were discussed.

N/A

N/A