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Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics

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  • Lau, Patricia Yin Yin
  • Tong, Jane L.Y. Terpstra
  • Lien, Bella Ya-Hui
  • Hsu, Yen-Chen
  • Chong, Chooi Ling
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.

Suggested Citation

  • Lau, Patricia Yin Yin & Tong, Jane L.Y. Terpstra & Lien, Bella Ya-Hui & Hsu, Yen-Chen & Chong, Chooi Ling, 2017. "Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 20-26.
    • Handle: RePEc:eee:joreco:v:35:y:2017:i:c:p:20-26
    DOI: 10.1016/j.jretconser.2016.11.004
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    2. Qi Zhang & Siwei Sun & Xingshan Zheng & Wei Liu, 2019. "The Role of Cynicism and Personal Traits in the Organizational Political Climate and Sustainable Creativity," Sustainability, MDPI, vol. 11(1), pages 1-17, January.
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    4. Jauhari, Hemang & Kumar, Manish & Pandey, Jayesh, 2024. "Impact of transformational leadership on service delivery behaviours of frontline service employees," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    5. Taghrid S. Suifan, 2018. "Emotions, Behavior, and the Mediating Role of Climate," Modern Applied Science, Canadian Center of Science and Education, vol. 12(12), pages 145-145, December.
    6. Varela-Neira, Concepción & Araujo, Marisa del Río & Sanmartín, Emilio Ruzo, 2018. "How and when a salesperson's perception of organizational politics relates to proactive performance," European Management Journal, Elsevier, vol. 36(5), pages 660-670.
    7. Tuan, Luu Trong & Ngan, Vu Thanh, 2021. "Leading ethically to shape service-oriented organizational citizenship behavior among tourism salespersons: Dual mediation paths and moderating role of service role identity," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    8. Naveed Ahmad & Miklas Scholz & Muhammad Zulqarnain Arshad & Syed Khuram Ali Jafri & Raja Irfan Sabir & Waris Ali Khan & Heesup Han, 2021. "The Inter-Relation of Corporate Social Responsibility at Employee Level, Servant Leadership, and Innovative Work Behavior in the Time of Crisis from the Healthcare Sector of Pakistan," IJERPH, MDPI, vol. 18(9), pages 1-16, April.
    9. Marie-Cécile Cervellon & Fanny-Juliet Poujol & John F. Tanner Jr, 2019. "Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients," Post-Print hal-03122118, HAL.
    10. Mahmoudi, Fahimeh & Bagheri Majd, Rouhollah, 2021. "The effect of lean culture on the reduction of academic corruption by the mediating role of positive organizational politics in higher education," International Journal of Educational Development, Elsevier, vol. 80(C).
    11. Huang, Miaojia & Geng, Shuang & Yang, Wen & Law, Kris M.Y. & He, Yuqin, 2024. "Going beyond the role: How employees' perception of corporate social responsibility fuels proactive customer service performance," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    12. Cervellon, Marie-Cécile & Poujol, Juliet F. & Tanner, J.F., 2019. "Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 191-201.

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