A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior
Journal article
Garba, Omale A., Babalola, Mayowa and Guo, Liang. (2018). A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior. International Journal of Hospitality Management. 70, pp. 1 - 8. https://doi.org/10.1016/j.ijhm.2017.10.018
Authors | Garba, Omale A., Babalola, Mayowa and Guo, Liang |
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Abstract | Grounded in social exchange theory, we investigated why and when ethical leadership may relate to hospitality employees’ customer-oriented citizenship behavior (CCB) by exploring the mediating and moderating roles of felt obligation and psychological detachment from an organization respectively. Using a two-wave sample of 152 employees and their 152 coworkers from 10 hotels in Africa, we found that ethical leadership positively relates to CCB via increased felt obligation. In addition, our results revealed that psychological detachment moderated the ethical leadership and CCB relationship, such that this relationship was stronger when psychological detachment was low (versus high), as mediated by felt obligation. |
Keywords | Ethical leadership; Customer-oriented citizenship behavior (CCB); Psychological detachment; Felt obligation; Social exchange theory |
Year | 2018 |
Journal | International Journal of Hospitality Management |
Journal citation | 70, pp. 1 - 8 |
Publisher | Elsevier |
ISSN | 0278-4319 |
Digital Object Identifier (DOI) | https://doi.org/10.1016/j.ijhm.2017.10.018 |
Scopus EID | 2-s2.0-85032949738 |
Page range | 1 - 8 |
Research Group | Peter Faber Business School |
Publisher's version | File Access Level Controlled |
Place of publication | United States of America |
https://acuresearchbank.acu.edu.au/item/8q029/a-social-exchange-perspective-on-why-and-when-ethical-leadership-foster-customer-oriented-citizenship-behavior
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