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http://dx.doi.org/10.13106/jafeb.2021.vol8.no11.0067

Service-Oriented Organizational Citizenship Behavior in Restaurants: An Empirical Study from Pakistan  

BHUTTO, Sana Arz (Business Administration Department, Iqra University)
JAMAL, Yasir (Business Administration Department, Mohammed Ali Jinnah University)
RAFIQ, Asim (Faculty of Management Sciences, Hamdard Institute of Management Sciences, Hamdard University)
NISA, Noor Un (Business Administration Department, Iqra University)
SAIFULLAH, Saifullah (Faculty of Management Sciences, Hamdard Institute of Management Sciences, Hamdard University)
HUSSAIN, Munir (Department of Entrepreneurship, Institute of Business Management)
Publication Information
The Journal of Asian Finance, Economics and Business / v.8, no.11, 2021 , pp. 67-77 More about this Journal
Abstract
The aim of this study is to investigate the role of employee engagement as a mediator between the High-Performance Work System and the Service-Oriented Organizational Citizenship Behavior (Service-Oriented OCB). Furthermore, work-life balance as a moderator, the impact Service-Oriented OCB on customer satisfaction will be investigated. This study employs a quantitative methodology for which questionnaires were distributed to sixty restaurants in Karachi, and a sample of 418 responses was collected for structural equation modeling analysis. Smart PLS software was used to analyze the structure model. The results show that HPWS has a positive impact on Service-Oriented OCB. It is assumed that the role of work engagement as a mediator between HPWS and Service-Oriented OCB is significant. This study found that Service-Oriented OCB has a positive impact on customer satisfaction. Work-life balance was also found to have a moderating influence. The findings confirmed the black box mechanism and the HPWS procedures in restaurants. This study suggests implementing effective HPWS practices to influence employees' work engagement, which leads to Service-Oriented OCB and employees being able to optimize their performance to influence customer satisfaction. The study contributes to the existing body of knowledge in human resource management.
Keywords
High-Performance Work Systems; Service-oriented OCB; Work Engagement; Customer Satisfaction; Work-Life Balance;
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