Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics

Patricia Yin Yin Lau; Jane L.Y.Terpstra Tong; Bella Ya Hui Lien; Yen Chen Hsu; Chooi Ling Chong

doi:10.1016/j.jretconser.2016.11.004

Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics

Patricia Yin Yin Lau, Jane L.Y.Terpstra Tong, Bella Ya Hui Lien, Yen Chen Hsu, Chooi Ling Chong

Research output: Contribution to journal › Article › Research › peer-review

98 Citations (Scopus)

Abstract

This study examined the mediating effects of organizational politics on the relationships between ethical work climate and two employee outcomes: affective commitment and proactive customer service performance. Using 200 survey responses collected from six shopping malls, we found that perceived ethical work climate had a direct effect on employee perceptions of organizational politics, affective commitment and proactive customer service performance. Moreover, perceived organizational politics partially mediated the relationship between ethical climate and affective commitment, but not that between ethical climate and proactive customer service behavior. We recommend retailers develop ethical climate to strengthen their competitive advantage.

Original language	English
Pages (from-to)	20-26
Number of pages	7
Journal	Journal of Retailing and Consumer Services
Volume	35
DOIs	https://doi.org/10.1016/j.jretconser.2016.11.004
Publication status	Published - Mar 2017

Keywords

Ethical work climate
Organizational politics
Proactive customer service performance

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10.1016/j.jretconser.2016.11.004

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abstract = "This study examined the mediating effects of organizational politics on the relationships between ethical work climate and two employee outcomes: affective commitment and proactive customer service performance. Using 200 survey responses collected from six shopping malls, we found that perceived ethical work climate had a direct effect on employee perceptions of organizational politics, affective commitment and proactive customer service performance. Moreover, perceived organizational politics partially mediated the relationship between ethical climate and affective commitment, but not that between ethical climate and proactive customer service behavior. We recommend retailers develop ethical climate to strengthen their competitive advantage.",

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Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics. / Lau, Patricia Yin Yin ; Tong, Jane L.Y.Terpstra; Lien, Bella Ya Hui et al.
In: Journal of Retailing and Consumer Services, Vol. 35, 03.2017, p. 20-26.

Research output: Contribution to journal › Article › Research › peer-review

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AU - Lien, Bella Ya Hui

AU - Hsu, Yen Chen

AU - Chong, Chooi Ling

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AB - This study examined the mediating effects of organizational politics on the relationships between ethical work climate and two employee outcomes: affective commitment and proactive customer service performance. Using 200 survey responses collected from six shopping malls, we found that perceived ethical work climate had a direct effect on employee perceptions of organizational politics, affective commitment and proactive customer service performance. Moreover, perceived organizational politics partially mediated the relationship between ethical climate and affective commitment, but not that between ethical climate and proactive customer service behavior. We recommend retailers develop ethical climate to strengthen their competitive advantage.

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Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics

Abstract

Keywords

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