The Paradoxical Effects of the Contagion of Service-Oriented Organizational Citizenship Behavior

Abstract

Purpose Previous research on the service-oriented organizational citizenship behavior (OCB) of employees has mainly focused on the examination of its driving factors, and has ignored the consequences that it may bring to the workplace. To bridge this research gap, by shifting the focus to the event observers, a double-edged sword model is constructed in the present study, which helps explain whether, when, and why the service-oriented OCB of coworkers is contagious. Methodology Multi-wave data of 239 employees from seven service-oriented companies in the hospitality industry in central and southwestern China were used to support the proposed model. The time-lag method and critical incident techniques were introduced during the data collection stage. OLS regression and the bootstrapping method were employed for hypothesis testing. Findings Drawing on attribution theory, it is argued that the contagion (vs non-contagion) effects of service-oriented OCB work through the dual cognitive pathways (hypocrisy perception vs serving self-efficacy) of observers, which depend on the self-serving attribution of the observers to the behaviors of their coworkers. Specifically, when the self-serving attribution of observers is high, the service-oriented OCB of their coworkers is positively associated with the hypocrisy perception of the observers, which in turn inhibits their own service-oriented OCB. In contrast, when the self-serving attribution of observers is low, the service-oriented OCB of their coworkers is positively associated with the serving self-efficacy of the observers, which in turn promotes their service-oriented OCB. This framework provides a valuable theoretical explanation perspective and empirical evidence for the exploration of how service-oriented OCB affects observers.

Conflict with children, psychological depression, and problematic internet use among Chinese older adults: The moderating effect of sociability and living situation

“…Moreover, as shown in Table 3 , the correlation coefficient of PIU, PD, and sociability is less than the square root of their AVE, which further confirms the good discrimination validity of the variables in this study. 83 …”

The Influence of Strategic Competence, Transformational Leadership and Good Corporate Governance on The Organizational Performance of The Presidential Security Forces Mediated by Organizational Citizenship Behavior

“…Organizational Citizenship Behavior (OCB) is an individual's contribution that exceeds role demands in the workplace, involving several behaviors, including helping others, volunteering for extra tasks, complying with workplace rules and procedures. This behavior describes "personnel added value" which is a form of prosocial behavior, namely social behavior that is positive, constructive, and meaningfully helpful (Guo et al, 2022). Organizational Citizenship Behavior (OCB) is a form of work behavior that is usually not visible or considered.…”

Social Capital—Can It Weaken the Influence of Abusive Supervision on Employee Behavior?

“…Previous research has shown that organizational service performance in the hotel industry has a positive impact on SOCB [32]. Colleagues' SOCB can influence other employees, prompting them to partake in SOCB, subsequently promoting the enterprise's service performance [33]. A positive leadership style promotes employees' SOCB [34,35].…”