Ethical work climate,employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics |
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| Institution: | 1. School of Business, Monash University Malaysia, Jalan Lagoon Selatan, 47500 Bandar Sunway, Selangor Darul Ehsan, Malaysia;2. Department of Business Administration, National Chung Cheng University, 168 University Rd., Min-Hsiung Chia-Yi County, Taiwan, ROC;1. Monash Business School, Monash University, Level 5, Building S, Caulfield Campus, 26 Sir John Monash Drive, Caulfield East, VIC 3145 Melbourne, Australia;2. Monash Business School, Monash University, Level 11, Building 20 (Menzies Building), Clayton Campus, Wellington Rd, Clayton, VIC 3168 Melbourne, Australia;3. Griffith Business School, University of Griffith, Gold Coast Campus, QLD 4222, Business School (G.42) Room 7.07, Brisbane, Australia;1. Sprott School of Business, Carleton University, 1125 Colonel By Drive, Ottawa, Ontario, Canada K1S 5B6;2. DeGroot School of Business, McMaster University, 1280 Main Street West, Hamilton, Ontario, Canada L8S4M4;1. Department of Marketing, College of Business Administration, Georgia Southern University, P.O. Box 8154, Statesboro, GA 30460, United States;2. Department of Marketing, College of Business, James Madison University, 421 Bluestone Dr. MSC 0205, Harrisonburg, VA 22807, United States;1. The Institute of Strategy and Management, Norwegian School of Economics, Helleveien 30, Bergen 50345, Norway;2. The Institute of Strategy and Management, Norwegian School of Economics, Helleveien 30, Bergen 5045, Norway;1. Department of Human Dimensions of Natural Resources, Warner College of Natural Resources, Colorado State University, Fort Collins, CO, 80523, USA;2. School of Tourism and Hospitality Management, Temple University, 306 Speakman Hall, 1810 North 13th Street, Philadelphia, PA, 19122, USA |
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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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| Keywords: | Ethical work climate Proactive customer service performance Organizational politics |
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