Positive Group Affective Tone and Team Creative Performance and Change‐Oriented Organizational Citizenship Behavior: A Moderated Mediation Model

2016 ◽  
Vol 53 (1) ◽  
pp. 52-68 ◽  
Author(s):  
Yuhyung Shin ◽  
Mihee Kim ◽  
Sang‐Hoon Lee
Keyword(s):  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Moderated Mediation ◽  
Citizenship Behavior ◽  
Mediation Model ◽  
Creative Performance ◽  
Positive Group ◽  
Affective Tone ◽  
Moderated Mediation Model ◽  
Group Affective Tone

Supervisory support climate and service-oriented organizational citizenship behavior in hospitality

2016 ◽  
Vol 28 (10) ◽  
pp. 2331-2349 ◽  
Author(s):  
Ya-Yun Tang ◽  
Sheng-Hshiung Tsaur
Keyword(s):  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Citizenship Behavior ◽  
Frontline Employees ◽  
Supervisory Support ◽  
Content Type ◽  
Positive Group ◽  
Affective Tone ◽  
Service Oriented ◽  
Group Affective Tone

Purpose This paper aims to examine the effect of a supervisory support climate on frontline employees’ service-oriented organizational citizenship behavior (OCB) using a multilevel conceptual model. A positive group affective tone – a meaningful construct – is introduced to investigate the mediating and moderating roles in this relationship in the context of hospitality. Design/methodology/approach Data were collected from 41 international tourist hotels in Taiwan. A total of 476 valid questionnaires from frontline employees were received for data analysis. The results were analyzed by using hierarchical linear modeling (HLM). Findings These results not only indicate that a supervisory support climate has a positive effect on service-oriented OCB but also reveal that a positive group affective tone partially mediates and notably interacts with the relationship between the supervisory support climate and service-oriented OCB. Practical implications Based on the results, this study recommends that hotels train their managers to build a supervisory support climate, because this is the key source of service-oriented OCB in frontline employees. In addition, hotel managers need to exert a positive group affective tone to reinforce the effect of a supervisory support climate on service-oriented OCB. Originality/value This study contributes to the current hospitality literature by verifying the effect of a supervisory support climate on service-oriented OCB from a multilevel perspective. It also extends the understanding of the mechanism and interaction effect of the positive group affective tone in this multilevel relationship.

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