Authentic Leadership and Behavioral Integrity as Drivers of Follower Commitment and Performance

The literatures on both authentic leadership and behavioral integrity have argued that leader integrity drives follower performance. Yet, despite overlap in conceptualization and mechanisms, no research has investigated how authentic leadership and behavioral integrity relate to one another in driving follower performance. In this study, we propose and test the notion that authentic leadership behavior is an antecedent to perceptions of leader behavioral integrity, which in turn affects follower affective organizational commitment and follower work role performance. Analysis of a survey of 49 teams in the service industry supports the proposition that authentic leadership is related to follower affective organizational commitment, fully mediated through leader behavioral integrity. Next, we found that authentic leadership and leader behavioral integrity are related to follower work role performance, fully mediated through follower affective organizational commitment. These relationships hold when controlling for ethical organizational culture.     

High-involvement human resource practices,affective commitment,and organizational citizenship behaviors

Although understanding the concept of organizational citizenship behaviors (OCBs) in a service context is important, very few studies have investigated what motivates frontline service employees to exhibit such behaviors. This study examines how high-involvement human resource (HR) practices influence affective commitment, which contributes to citizenship behaviors in service settings from the employees' point of view. Based on previous studies, this study proposed a conceptual model and hypothesized that five constructs of HR practices (i.e. recognition, empowerment, competence development, fair rewards, and information sharing) facilitate the development of frontline employees' affective commitment. This kind of organizational commitment in turn contributes to OCB (i.e. loyalty, participation, and service delivery). Data were collected from 172 contact employees of Taiwanese restaurants. The result indicated that high-involvement HR practices play an important role in determining contact employees' affective commitment. Moreover, affective commitment was found to be an effective linkage between high-involvement HR practices and contact employees' citizenship behaviors.     

Commitment in Marketing Channels: Mitigator or Aggravator of the Effects of Destructive Acts?

This research examines how a firm's relationship commitment influences its extra-role behavior after an intentional destructive act by a partner. The results of two studies – one a national survey of dealers for a consumer durable product and the other a set of three experiments involving business-to-business managers – show that the outcome of a destructive act depends on the type of commitment: whether the commitment is affective, calculative, or normative. Under relational distress caused by a supplier's destructive act, high affective commitment induces more negative extra-role behaviors, high calculative commitment induces more positive extra-role behaviors, while high normative commitment induces little change in extra-role behavior. Process tests indicate that each of these effects on extra-role behavior is explained (mediated) by psychological responses that are distinct for the type of commitment involved.     

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

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.     

辱虐管理对服务偏差的影响机制：一项日记追踪研究

基于情感事件理论，从组织内部视角探究员工每日实施服务偏差行为的动态机制，即每日辱虐管理通过每日消极情绪动态影响每日服务偏差行为的动态作用机制，同时，基于控制理论探讨组织伦理氛围对服务偏差行为的干预效果。通过对服务型企业73名员工连续一周的日记追踪调研数据分析发现，每日辱虐管理对每日服务偏差具有显著的动态作用效果，每日消极情绪在该机制中起完全中介作用，自利氛围、关怀氛围能显著削弱每日消极情绪对每日服务偏差的正效应，规则氛围的调节作用不显著。研究结论对服务型企业有效抑制服务偏差行为，提高服务质量具有理论和实践意义。     

How happiness mediates the organizational virtuousness and affective commitment relationship

Recent moral and financial collapse of high profile organizations around the world led the business community, the popular and business press, and researchers to rediscover the worthiness of organizations' virtues. Aiming to contribute to this momentum, this empirical study investigates how perceptions of organizational virtuousness (OV) predict affective well-being (AWB) and affective commitment (AC). Two hundred five individuals participate. The findings show that perceptions of OV predict AC both directly and through the mediating role of AWB. The study suggests that fostering organizational virtuousness (e.g., through honesty, interpersonal respect, and compassion; combining high standards of performance with a culture of forgiveness and learning from mistakes) improves employees' AWB and promotes a more committed workforce. Considering these findings and mirroring the growing contributions of the positive psychology, positive organizational behavior, and positive organizational scholarship movements, the study suggests that a “positive-people-management” perspective should be considered, both by practitioners and scholars.     

Family supportive culture, work-life segmentation and employee��s organizational attachment: The case of high-tech industry in Taiwan

This study examines the relationship among family supportive culture, organizational attachment, and work-life segmentation in high-tech service industry in Taiwan, China. Using survey data from 369 professionals, this study shows that family supportive culture has significant influence on organizational attachment, namely, affective commitment. Results indicate that individuals’ work-life segmentation has a significant negative effect on organizational attachment. Meanwhile, our results further apply employees’ segmentation between work and life as a moderator to investigating the impact of individual’s perceptions of family supportive culture and values on a sense of attachment toward organizations. The result illustrates that work-life segmentation does not moderate the relationship between supportive family culture and employees’ organizational attachment. Findings from this research provide insights into the influence of organizational family supportive culture and how it may further encourage employees’ organizational attachment in high-tech industry in Taiwan.     

Doing Bad to Feel Better? An Investigation of Within- and Between-Person Perceptions of Counterproductive Work Behavior as a Coping Tactic

Employee counterproductive work behavior (CWB, e.g., theft, production deviance, interpersonal abuse) is costly to organizations and those who work within them. Evidence suggests that employees are motivated to engage in CWB because they believe that these behaviors will make them feel better in response to negative workplace events. However, research has yet to consider the situational and individual factors that shape the extent to which employees view CWB in such a manner. In order to provide insight into the decision-making process surrounding the use of CWB as a coping strategy, this study leverages coping theory to examine the factors (both situational/within-person and individual/between-person) that contribute to employees’ beliefs that CWBs will be instrumental for emotion regulation aims in response to workplace stressors. In a repeated measures scenario-based study of 297 employees, we found that individuals’ perceived coping instrumentalities for CWBs are a function of the controllability and source of the stressor as well as a more stable learned response to stressful situations at work.     

The Relationship Between Paternalistic Leadership and Organizational Commitment: Investigating the Role of Climate Regarding Ethics

One of the important factors influencing perceptions of the existence of an ethical climate is leader behaviors. It is argued that paternalistic leadership behaviors are developed to humanize and remoralize the workplace. In various studies, leadership behaviors and climate regarding ethics were evaluated as antecedents of organizational commitment. In this sense, the purpose of this study is to investigate the relationship between paternalistic leadership behaviors, climate regarding ethics and organizational commitment. Data were obtained from 142 individuals. Results indicated that benevolent paternalistic leadership had a moderate effect on affective commitment and strong effect on continuance commitment. Moreover, it was found that paternalistic leadership had an effect on the perception of an ethical climate. Strong relationship was found between climate regarding ethics and affective commitment; moderate relationship was found between climate regarding ethics and continuance commitment. Finally, results indicated that climate regarding ethics had a mediating effect between benevolent paternalistic leadership and affective commitment. Gül Selin Erben holds MA degree on Human Resources Management. She is a Phd candidate on Organizational Behavior field. She works as a research assistant at the Maltepe University. Ayşe Begüm Güneşer holds MA degree on Human Resources Management and she holds Phd degree on Organizational Behavior.     

Exploring antecedents of customer citizenship behaviors in services

Social exchange theory explains how a party in social interaction provides the other party with reciprocal rewards. Applying this concept to the customer context, this study empirically investigates determinants of customer citizenship behaviors (CCBs) in services. For the generalizability of the study across various service providers, the data were collected based on Bowen’s (1990) classifications of services. With a total of 665 usable customer responses, structural equation modeling was adapted to test the theoretical research model. This study reveals that customers’ perceived support and justice from the service provider positively influence affective commitment toward the organization, resulting in CCBs. The results show that customers’ perception of organizational support has the partial mediation effect between customers’ perception of organizational justice and their affective commitment. Furthermore, customers’ affective commitment partially mediates the relationship between customers’ perceived organizational justice and CCBs, but fully mediates the effect of customers’ perceived organizational support on CCBs.     

Examining the within-person effects of abusive supervision on multifoci deviance: Ethical climate as a moderator

We examine the dynamic mechanism by which daily abusive supervision affects daily multifoci deviance through daily negative emotion and investigate the boundary conditions of this mechanism. Using a daily diary sample from 73 employees completed with quantitative responses for five consecutive weekdays, we find that daily abusive supervision has a significant positive effect on daily organization-, supervisor-, coworker-, and customer-directed deviance and that daily negative emotion mediates these relationships. A supplementary study reveals that the indirect effect of daily abusive supervision on daily supervisor-directed deviance mainly occurs via anger and that the indirect effect of daily abusive supervision on daily organization-, coworker-, and customer-directed deviance mainly occurs via general negative emotions (distress and nervousness). The moderation results show that instrumental climate has a significant moderating effect on the relationship between negative emotion and customer- and coworker-directed deviant behavior. A caring climate has a significant moderating effect on the relationship between negative emotion and organization-, supervisor-, and coworker-directed deviant behavior. The other moderation effects are not supported. These findings can be used to manage deviant workplace behaviors.     

The Moderating Effects of Political Skill and Leader–Member Exchange on the Relationship Between Organizational Politics and Affective Commitment

Previous empirical studies have shown that perceptions of organizational politics are negatively related to individuals’ affective commitment. The key contribution of this study was that it found the interactive moderating effects of political skill and quality of leader–member exchange (LMX) on the relationship between perceptions of organizational politics and affective commitment. Our results indicated that politics perception affective commitment relationship was weaker when both political skill and quality of LMX are high. When only political skill is high and the quality of LMX is low, or LMX quality is high but political skill is low, the negative relationship between politics perception and affective commitment was not mitigated. Limitations and implications for future research are discussed.     

The Virtuous Influence of Ethical Leadership Behavior: Evidence from the Field

This study examines a moderated/mediated model of ethical leadership on follower job satisfaction and affective organizational commitment. We proposed that managers have the potential to be agents of virtue or vice within organizations. Specifically, through ethical leadership behavior we argued that managers can virtuously influence perceptions of ethical climate, which in turn will positively impact organizational members’ flourishing as measured by job satisfaction and affective commitment to the organization. We also hypothesized that perceptions of interactional justice would moderate the ethical leadership-to-climate relationship. Our results indicate that ethical leadership has both a direct and indirect influence on follower job satisfaction and affective commitment. The indirect effect of ethical leadership involves shaping perceptions of ethical climate, which in turn, engender greater job satisfaction and affective organizational commitment. Furthermore, when interactional justice is perceived to be high, this strengthens the ethical leadership-to-climate relationship.     

New insights into emotion valence and loyalty intentions in relational exchanges

This research examines how emotion valence and future intentions arising from relational exchanges with a service firm depend on a consumer's level of goal attainment and locus of causality (firm vs. self) of relational outcomes. Drawing on the theories of goal‐directed behavior and agency of causation, this study hypothesizes that levels of goal attainment and locus of causality influence the generation of positive emotions (gratitude), negative emotions (grudge and guilt), relational mediators (trust and commitment), and subsequent future intentions to remain loyal to the firm. Based on a controlled experiment with 284 subjects in a consumer‐determined relationship setting, the research finds that emotion valence and future loyalty intentions are contingent upon the fulfillment of relational objectives of individual consumers and the agency of causation for the outcome of the relational exchanges. In doing so, this study delineates the conditioning mechanism that directs how emotion valence influences behavioral intentions. The study contributes to the consumer behavior and services marketing literatures on consumption‐based emotions and has significant practice implications for relational behaviors.     

(Un)Ethical Behavior and Performance Appraisal: The Role of Affect,Support, and Organizational Justice

Performance appraisals are widely used as an HR instrument. This study among 332 police officers examines the effects of performance appraisals from a behavioral ethics perspective. A mediation model relating justice perceptions of police officers’ last performance appraisal to their work affect, perceived supervisor and organizational support and, in turn, their ethical (pro-organizational proactive) and unethical (counterproductive) work behavior was tested empirically. The relationship between justice perceptions and both, ethical and unethical behavior was mediated by perceived support and work affect. Hence, a singular yearly performance appraisal was linked to both ethical and unethical behaviors at work. The finding that ethical and unethical aspects of employee behavior share several of the same organizational antecedents, namely organizational justice perceptions, has strong practical implications which are discussed as well.     

Three country study: impact of support on employee attitudes

This study examined the mediating effects of perceived organizational support and affective commitment in the relationships among perceived supervisor support, organizational citizenship behavior (OCB) (individual and organizational), and turnover intentions. The proposed relationships were tested by conducting the same study involving restaurant employees in three different countries – India, USA, and South Korea. The mediating effects of perceived organizational support and affective commitment between perceived supervisor support and turnover intentions were found to be consistent across the three countries. However, the relationships among OCBs differed. While affective commitment was significantly related to both OCBs in the South Korean sample, affective commitment was significantly related only to OCBs towards organization in the US sample, and neither relationship was found to be significant in the Indian sample. This study helps to explain how contextual factors influence responses to each study variable and the proposed relationships.     

Work Engagement and Machiavellianism in the Ethical Leadership Process

Leaders who express an ethical identity are proposed to affect followers’ attitudes and work behaviors. In two multi-source studies, we first test a model suggesting that work engagement acts as a mediator in the relationships between ethical leadership and employee initiative (a form of organizational citizenship behavior) as well as counterproductive work behavior. Next, we focus on whether ethical leadership always forms an authentic expression of an ethical identity, thus in the second study, we add leader Machiavellianism to the model. For Machiavellian leaders, the publicly expressed identity of ethical leadership is inconsistent with the privately held unethical Machiavellian norms. Literature on surface acting suggests people can at least to some extent pick up on such inauthentic displays, making the effects less strong. We thus argue that the positive effects of ethical leader behavior are likely to be suppressed when leaders are highly Machiavellian. Support for this moderated mediation model was found: The effects of ethical leader behavior on engagement are less strong when ethical leaders are high as opposed to low on Machiavellianism.     

Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures

While anger is the dominant affective reaction following service failure, little research focused on its potentially damaging effects. Our study examines the impact of anger and related negative affective states on evaluations and behavior following firm-attributed service failure. Gender's moderating role in shaping these consequences is also studied. Scenarios involving failures in a bank and a retail store are used. Overall, angry customers are less satisfied, give lower service evaluations, have higher perceptions of injustice, and give weaker ratings of corporate image. Angry customers also less likely spread positive word of mouth and more likely complain, exhibit negative repurchase intentions, and engage in third-party action. Related negative states differentially impact cognitive evaluations and post-purchase behavior with anger (rage) being the most important predictor in a bank (retail) setting. As the intensity of the negative affective state increases, customers more likely engage in effortful consequences. Gender of the customer and the service employee play minimal roles influencing evaluative and behavioral outcomes.     

Antecedents of organizational citizenship behaviours among part-time employees of service organizations in Korea

This study investigates the antecedents of organizational citizenship behaviours by using data consisting of 196 part-time instructors drawn from six sport centres in the Republic of Korea. The results of a structural equation analysis suggest that job satisfaction has a positive effect on organizational and occupational commitment, occupational satisfaction has a positive effect on organizational and occupational commitment, organizational commitment has a positive effect on organizational citizenship behaviours (OCBs) and a negative effect on turnover intentions, and turnover intentions has a negative effect on OCBs. The effect of occupational commitment on both turnover intentions and OCBs was not significant. This research addresses a number of important issues in the management of human resources (i.e. part-time workers) in service organizations; that is, this study examines how part-time employees' satisfaction and commitment with respect to their jobs, occupations or organizations are related to their OCBs; this relationship is arguably one the most important issues facing service organizations today.     

Innovating under stress: The role of commitment and leader-member exchange

This study sheds light on the relationships between workplace stressors and employee innovation by jointly considering mediating processes and boundary conditions. Using the challenge-hindrance model, we combine social exchange and conservation of resources theory to propose that challenge (i.e., role overload) and hindrance (i.e., role ambiguity and role conflict) stressors exert positive and negative indirect effects, respectively, on employee innovation through affective organizational commitment. We further posit that the strength of these relationships depends on the quality of leader-member exchange (LMX). In support of these predictions, a time-lagged study of 134 employees from various Canadian firms found affective commitment to mediate the differential relationships of challenge and hindrance stressors to employee innovation. Moreover, when LMX was high, the positive effects of role overload were enhanced while the negative effects of role ambiguity and role conflict were attenuated. We discuss the implications of these findings for theory and practice.