While antecedents If citizenship behaviors have been investigated extensively in organizational behavior, the citizenship behaviors of contact employees have received only limited consideration.
A field investigation with some hotels was conducted to understand the antecedents and consequences of customer-contact employee service-oriented citizenship performance. Antecedent measures gathered from customer-contact employees included job satisfaction, distributive fairness, procedural fairness, and participative leadership. Service quality were also included in the study as potential consequences of service-oriented citizenship performance.
The results of the data analyses revealed the important role of job satisfaction in partially mediating the relationships between the fairness antecedents, participative leaderships and the three dimensions of service-oriented citizenship performance. Job satisfaction was positive predictor of each type of citizenship behavior.
Distributive fairness and participative leadership had indirect effects of service-oriented citizenship performance through the job satisfaction dimension. In addition, they had direct effects to some citizenship behaviors. However, procedural fairness had negative relationship with organizational citizenship behaviors.
Finally, the service-oriented citizenship behaviors were significantly related to the measure of service quality.
The study findings contribute to the understanding of the antecedents and consequences of customer-contact employee service-oriented behaviors.