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Organizational justice and extrarole customer service: The mediating role of well-being at work
- Source :
- European Journal of Work and Organizational Psychology. 17:327-348
- Publication Year :
- 2008
- Publisher :
- Informa UK Limited, 2008.
-
Abstract
- The purpose of this article is to propose and test a model of extrarole customer service (ERCS). We propose that organizational justice (distributive, procedural, interpersonal, and informational) promotes well-being at work (low burnout and high engagement). Well-being at work, in turn, engenders more effective ERCS. Thus, well-being at work is considered a mediator of the relationships from organizational justice to ERCS. This fully mediated model was compared to an alternative fully direct model. The sample consisted of 317 contact employees who were working in the Spanish service sector. The results of structural equation modelling supported the importance of the mediating role of the positive side of well-being at work (engagement) in the relationship between organizational justice and ERCS. The article concludes with a discussion of the theoretical and managerial implications.
- Subjects :
- Organizational Behavior and Human Resource Management
business.industry
Interpersonal communication
Burnout
Structural equation modeling
Test (assessment)
Work (electrical)
Organizational justice
Well-being
Psychology
business
Tertiary sector of the economy
Social psychology
Applied Psychology
Subjects
Details
- ISSN :
- 14640643 and 1359432X
- Volume :
- 17
- Database :
- OpenAIRE
- Journal :
- European Journal of Work and Organizational Psychology
- Accession number :
- edsair.doi...........62a78849cc308dd12af948e4f92c19e2