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 Internal corporate social responsibility and customer-oriented organizational citizenship behavior: the mediating roles of job satisfaction, work-family facilitation, life satisfaction, and the moderating role of organizational tenure
Tác giả hoặc Nhóm tác giả: Au Due Tang*, Tuan Trong Luu, Wen-Kuo Chen & Su-Chuan Liu
Nơi đăng: Journal of Sustainable Tourism; Số: 1;Từ->đến trang: 1-10;Năm: 2023
Lĩnh vực: Khoa học; Loại: Bài báo khoa học; Thể loại: Quốc tế
TÓM TẮT

ABSTRACT
Drawing on social exchange theory, this study examines the relationship between internal corporate social responsibility (CSR) and hospitality employees’ customer-oriented organizational citizenship behavior (CO-OCB). The role of three distinct aspects (work, family, and life aspects)function as parallel mediating mechanisms, with organizational tenure as a moderator. The sample consisted of 156 flight attendants working in airlines based in Asian countries. The findings show that internal CSR (i.e., legal employment, training, internal dissemination, compensation, health and safety) promotes CO-OCB. Job satisfaction and work-family facilitation (WFF) partially mediate the positive relationship between internal CSR and CO-OCB, whereas life satisfaction does not serve the same function. The multiple mediation findings indicate that in stimulatingflight attendants’ CO-OCB, WFF accounts for more effects of internal CSR than job satisfaction does. Findings also suggest that the impact of internal CSR on CO-OCB is more pronounced among long-tenured than short-tenured employees. This study broadens the tourism literature byadvancing our comprehension of not only the multiple mediating mechanisms involved but also the boundary conditions that influence the impact of internal CSR on CO-OCB.
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