The Role of Empathy, Customer Orientation and Work Engagement in the Relationship Between Servant Leadership and Customer-Oriented Organizational Citizenship Behaviors
Dr. Ravit Oren, Lecturer, Organizational Leadership, University of Haifa, Israel.
Manuscript received on 04 August 2022 | Revised Manuscript received on 08 August 2022 | Manuscript Accepted on 15 September 2022 | Manuscript published on 30 September 2022 | PP: 1-4 | Volume-9 Issue-1, September 2022 | Retrieval Number: 100.1/ijmh.A1513099122 | DOI: 10.35940/ijmh.A1513.099122
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© The Authors. Published By: Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: This work explores the relationship between servant leadership in the service context and the extent to which employees engage in customer-oriented organizational citizenship behavior (OCB). Data were collected at two time points from 158 full-time employees, working in16 branches of a large bank in Israel. The results show that there is a positive relationship between servant leadership and customer-oriented OCB and that this relationship is mediated by employees’ levels of customer orientation and work engagement. Likewise, the relationship between servant leadership and customer orientation is stronger among employees with low levels rather than high levels of empathy.
Keywords: Explores, Engage, Customer-Oriented, Organizational Citizenship Behavior (OCB).
Scope of the Article: Customer-Oriented (OCB)