Enhancing Service-Oriented Behaviors in an Asian Business Context: Lessons From a Pakistani Bank

Journal article


Fuchs, S, Prouska, R and Psychogios, A (2018). Enhancing Service-Oriented Behaviors in an Asian Business Context: Lessons From a Pakistani Bank. Human Resource Research. 2 (1), pp. 73-94. https://doi.org/10.5296/hrr.v2i1.12652
AuthorsFuchs, S, Prouska, R and Psychogios, A
Abstract

This article examines how service organizations can enhance employees’ customer orientation, often exhibited through the display of service-oriented citizenship behaviors. The study, in this respect, quantitatively analyses the relationships between organizational distributive justice, leader-member exchange (LMX), and team-member exchange (TMX) on customer orientation. Data were gathered through a survey of 658 middle managers working in a Pakistani bank and were analyzed via full structural equation modelling. The findings reveal that organizational distributive justice, LMX, and TMX are key predictors of customer orientation. Specifically, the analysis suggests that the relationships between organizational distributive justice and LMX with customer orientation are mediated partially and fully, respectively, by TMX. Simultaneously, TMX partially mediates the relationship between organizational tenure and customer orientation. Our study contributes to both theory and practice of service organization functioning by signifying the importance of the organization’s fair distribution of rewards as well as it’s leader’s and co-worker’s behaviors in affecting organizationally desired employee behaviors and thereby, arguably, enabling positive organizational outcomes. Service organizations can, based on our findings, create a culture of service excellence by placing emphasis on specific elements at the organizational, leadership, and team level.

KeywordsCustomer orientation; Leader-member exchange; Team-member exchange; Organizational distributive justice; Service-oriented citizenship behavior; Service organization
Year2018
JournalHuman Resource Research
Journal citation2 (1), pp. 73-94
PublisherMacrothink Institute
Digital Object Identifier (DOI)https://doi.org/10.5296/hrr.v2i1.12652
Publication dates
Print04 Oct 2018
Publication process dates
Deposited12 Oct 2018
Accepted04 Oct 2018
Accepted author manuscript
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Open
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