A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior

Omale Garba; Mayowa T. Babalola; Liang Guo

doi:10.1016/j.ijhm.2017.10.018

A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior

Omale Garba, Mayowa T. Babalola, Liang Guo

Research output: Contribution to journal › Article › peer-review

68 Citations (Scopus)

Abstract

Grounded in social exchange theory, we investigated why and when ethical leadership may relate to hospitality employees’ customer-oriented citizenship behavior (CCB) by exploring the mediating and moderating roles of felt obligation and psychological detachment from an organization respectively. Using a two-wave sample of 152 employees and their 152 coworkers from 10 hotels in Africa, we found that ethical leadership positively relates to CCB via increased felt obligation. In addition, our results revealed that psychological detachment moderated the ethical leadership and CCB relationship, such that this relationship was stronger when psychological detachment was low (versus high), as mediated by felt obligation.

Original language	English
Pages (from-to)	1-8
Number of pages	8
Journal	International Journal of Hospitality Management
Volume	70
Early online date	7 Nov 2017
DOIs	https://doi.org/10.1016/j.ijhm.2017.10.018
Publication status	Published - 1 Mar 2018
Externally published	Yes

Keywords

Social exchange theory
Ethical leadership
Felt obligation
Psychological detachment
Customer-oriented citizenship behavior (CCB)

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.1016/j.ijhm.2017.10.018

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title = "A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior",

abstract = "Grounded in social exchange theory, we investigated why and when ethical leadership may relate to hospitality employees{\textquoteright} customer-oriented citizenship behavior (CCB) by exploring the mediating and moderating roles of felt obligation and psychological detachment from an organization respectively. Using a two-wave sample of 152 employees and their 152 coworkers from 10 hotels in Africa, we found that ethical leadership positively relates to CCB via increased felt obligation. In addition, our results revealed that psychological detachment moderated the ethical leadership and CCB relationship, such that this relationship was stronger when psychological detachment was low (versus high), as mediated by felt obligation.",

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AU - Babalola, Mayowa T.

AU - Guo, Liang

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AB - Grounded in social exchange theory, we investigated why and when ethical leadership may relate to hospitality employees’ customer-oriented citizenship behavior (CCB) by exploring the mediating and moderating roles of felt obligation and psychological detachment from an organization respectively. Using a two-wave sample of 152 employees and their 152 coworkers from 10 hotels in Africa, we found that ethical leadership positively relates to CCB via increased felt obligation. In addition, our results revealed that psychological detachment moderated the ethical leadership and CCB relationship, such that this relationship was stronger when psychological detachment was low (versus high), as mediated by felt obligation.

KW - Social exchange theory

KW - Ethical leadership

KW - Felt obligation

KW - Psychological detachment

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JF - International Journal of Hospitality Management

ER -

A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior

Abstract

Keywords

UN SDGs

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