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Employee engagement in CSR initiatives and customer‐directed counterproductive work behavior (CWB): The mediating roles of organizational civility norms and job calling

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  • Won‐Moo Hur
  • Tae‐Won Moon
  • Han‐Geun Lee

Abstract

This study aims to examine how service employees' perceptions of corporate social responsibility (CSR) affect their customer‐directed counterproductive work behavior (CWB) and the mediation of this link through their organizational civility norms and job calling. Working with a sample of 252 frontline employees in South Korea hotels, structural equation modeling is employed to test research hypotheses. The results of this study suggest that service employees' perceptions of CSR are negatively related to their customer‐directed CWB. Second, service employees' organizational civility norms mediated the negative relationship between service employees' perceptions of CSR and customer‐directed CWB. Third, service employees' job calling also mediated the negative relationship between their perceptions of CSR and customer‐directed CWB. Finally, the relationship between service employees' perceptions of CSR and customer‐directed CWB is sequentially and fully mediated by organizational civility norms and job calling. The theoretical and managerial implications of the results and limitations of the study are discussed, and future research directions are suggested.

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  • Won‐Moo Hur & Tae‐Won Moon & Han‐Geun Lee, 2018. "Employee engagement in CSR initiatives and customer‐directed counterproductive work behavior (CWB): The mediating roles of organizational civility norms and job calling," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 25(6), pages 1087-1098, November.
    • Handle: RePEc:wly:corsem:v:25:y:2018:i:6:p:1087-1098
    DOI: 10.1002/csr.1522
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    5. Ali Raza & Muhammad Farrukh & Muhammad Khalid Iqbal & Muhammad Farhan & Yihua Wu, 2021. "Corporate social responsibility and employees' voluntary pro‐environmental behavior: The role of organizational pride and employee engagement," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(3), pages 1104-1116, May.
    6. Seonggoo Ji & Ihsan Ullah Jan, 2019. "The Impact of Perceived Corporate Social Responsibility on Frontline Employee’s Emotional Labor Strategies," Sustainability, MDPI, vol. 11(6), pages 1-14, March.
    7. Qing Miao & Jun Zhou, 2020. "Corporate Hypocrisy and Counterproductive Work Behavior: A Moderated Mediation Model of Organizational Identification and Perceived Importance of CSR," Sustainability, MDPI, vol. 12(5), pages 1-20, March.
    8. Inyong Shin & Won‐Moo Hur, 2020. "How are service employees' perceptions of corporate social responsibility related to their performance? Prosocial motivation and emotional labor as underlying mechanisms," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(6), pages 2867-2878, November.
    9. Md. Abdul Kaium Masud & Md. Harun Ur Rashid & Tehmina Khan & Seong Mi Bae & Jong Dae Kim, 2019. "Organizational Strategy and Corporate Social Responsibility: The Mediating Effect of Triple Bottom Line," IJERPH, MDPI, vol. 16(22), pages 1-18, November.
    10. Won‐Moo Hur & Tae‐Won Moon & Wook‐Hee Choi, 2019. "When are internal and external corporate social responsibility initiatives amplified? Employee engagement in corporate social responsibility initiatives on prosocial and proactive behaviors," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 26(4), pages 849-858, July.
    11. Rafał Kowalczyk & Wioleta Kucharska, 2020. "Corporate social responsibility practices incomes and outcomes: Stakeholders' pressure, culture, employee commitment, corporate reputation, and brand performance. A Polish–German cross‐country study," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(2), pages 595-615, March.
    12. Byung-Jik Kim & Se-Yeon Choi, 2021. "“Does a Good Company Reduce the Unhealthy Behavior of Its Members?”: The Mediating Effect of Organizational Identification and the Moderating Effect of Moral Identity," IJERPH, MDPI, vol. 18(13), pages 1-18, June.
    13. Natalia Marzia Gusmerotti & Francesco Testa & Margherita Macellari & Marco Frey, 2020. "Corporate social responsibility embeddedness through a social network analysis: The case of an Italian multiutility company," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(2), pages 455-469, March.
    14. Byung-Jik Kim & Se-Youn Jung & Jeyong Jung, 2022. "“Does a Good Firm Diminish the Bad Behavior of Its Employees?”: The Sequential Mediation Effect of Organizational Trust and Organizational Commitment, and the Moderation Effect of Work Overload," IJERPH, MDPI, vol. 19(11), pages 1-19, May.
    15. Gutama Kusse Getele & Tieke Li & Tsitaire Jean Arrive, 2020. "Corporate culture in small and medium enterprises: Application of corporate social responsibility theory," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(2), pages 897-908, March.

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