A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior

Omale A. Garba; Mayowa T. Babalola; Liang Guo

doi:10.1016/j.ijhm.2017.10.018

A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior

Omale A. Garba, Mayowa T. Babalola, Liang Guo

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

56 Citations (Scopus)

Abstract

Grounded in social exchange theory, we investigated why and when ethical leadership may relate to hospitality employees’ customer-oriented citizenship behavior (CCB) by exploring the mediating and moderating roles of felt obligation and psychological detachment from an organization respectively. Using a two-wave sample of 152 employees and their 152 coworkers from 10 hotels in Africa, we found that ethical leadership positively relates to CCB via increased felt obligation. In addition, our results revealed that psychological detachment moderated the ethical leadership and CCB relationship, such that this relationship was stronger when psychological detachment was low (versus high), as mediated by felt obligation.

Original language	English
Pages (from-to)	1-8
Number of pages	8
Journal	International Journal of Hospitality Management
Volume	70
DOIs	https://doi.org/10.1016/j.ijhm.2017.10.018
Publication status	Published - Mar 2018
Externally published	Yes

Keywords

Customer-oriented citizenship behavior (CCB)
Ethical leadership
Felt obligation
Psychological detachment
Social exchange theory

ASJC Scopus subject areas

Tourism, Leisure and Hospitality Management
Strategy and Management

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10.1016/j.ijhm.2017.10.018

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abstract = "Grounded in social exchange theory, we investigated why and when ethical leadership may relate to hospitality employees{\textquoteright} customer-oriented citizenship behavior (CCB) by exploring the mediating and moderating roles of felt obligation and psychological detachment from an organization respectively. Using a two-wave sample of 152 employees and their 152 coworkers from 10 hotels in Africa, we found that ethical leadership positively relates to CCB via increased felt obligation. In addition, our results revealed that psychological detachment moderated the ethical leadership and CCB relationship, such that this relationship was stronger when psychological detachment was low (versus high), as mediated by felt obligation.",

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N2 - Grounded in social exchange theory, we investigated why and when ethical leadership may relate to hospitality employees’ customer-oriented citizenship behavior (CCB) by exploring the mediating and moderating roles of felt obligation and psychological detachment from an organization respectively. Using a two-wave sample of 152 employees and their 152 coworkers from 10 hotels in Africa, we found that ethical leadership positively relates to CCB via increased felt obligation. In addition, our results revealed that psychological detachment moderated the ethical leadership and CCB relationship, such that this relationship was stronger when psychological detachment was low (versus high), as mediated by felt obligation.

AB - Grounded in social exchange theory, we investigated why and when ethical leadership may relate to hospitality employees’ customer-oriented citizenship behavior (CCB) by exploring the mediating and moderating roles of felt obligation and psychological detachment from an organization respectively. Using a two-wave sample of 152 employees and their 152 coworkers from 10 hotels in Africa, we found that ethical leadership positively relates to CCB via increased felt obligation. In addition, our results revealed that psychological detachment moderated the ethical leadership and CCB relationship, such that this relationship was stronger when psychological detachment was low (versus high), as mediated by felt obligation.

KW - Customer-oriented citizenship behavior (CCB)

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KW - Felt obligation

KW - Psychological detachment

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A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior

Abstract

Keywords

ASJC Scopus subject areas

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