ISSN: 2222-6990
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.
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Copyright: © 2021 The Author(s)
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