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Bridging Service Employees’ Perceptions of CSR and Organizational Citizenship Behavior: The Moderated Mediation Effects of Personal Traits

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Abstract

This study aims to examine how service employees’ perceptions of corporate social responsibility (CSR) affect their organizational citizenship behavior (OCB) at work and its mediated link through organizational identification. Another important purpose of this study is to see whether personal traits such as gender, age, and work experience moderate the relationship between the CSR perceptions of service employees and organizational identification. Using a sample of 250 frontline service employees at four five-star hotels in South Korea and employing a mediation model by way of structural equation modeling, we estimated the moderating effect of three personal traits - gender, age, and work experience - on the relationship between CSR perceptions of service employees and organizational identification. The CSR perceptions of service employees increase their organizational identification, which ultimately increases OCB. Moreover, organizational identification partially mediates the relationship between the CSR perceptions of service employees and OCB. Furthermore, the results of our study show that the positive relationship between the CSR perceptions of service employees and organizational identification are moderated by gender, age and work experience. Our study extends research in both the CSR and the OCB literature since we attempt to bridge the macro concept of CSR with the micro concept of OCB.

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Acknowledgements

This work was supported by a Research Grant of Pukyong National University (2016 year).

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Authors and Affiliations

  1. School of Business Administration, Hongik University, 72-1 Sangsu-dong, Mapo-gu, Seoul, 121-791, South Korea

    Sung-Hoon Ko & Tae-Won Moon

  2. School of Business Administration, Pukyong National University, 599-1 Deayon3-dong, Nam-gu, Busan, South Korea

    Won-Moo Hur

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  1. Sung-Hoon Ko
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  2. Tae-Won Moon
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  3. Won-Moo Hur
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Correspondence to Won-Moo Hur.

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All procedures performed in studies involving human participants were in accordance with the ethical standards of the institutional and/or national research committee and with the 1964 Declaration of Helsinki and its later amendments or comparable ethical standards.

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Informed consent was obtained from all individual participants included in the study.

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Ko, SH., Moon, TW. & Hur, WM. Bridging Service Employees’ Perceptions of CSR and Organizational Citizenship Behavior: The Moderated Mediation Effects of Personal Traits. Curr Psychol 37, 816–831 (2018). https://doi.org/10.1007/s12144-017-9565-0

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  • DOI: https://doi.org/10.1007/s12144-017-9565-0

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