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

Author

Listed:
  • 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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    References listed on IDEAS

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