The Role of Empathy, Customer Orientation and Work Engagement in the Relationship Between Servant Leadership and Customer-Oriented Organizational Citizenship Behaviors

  • Oren D
N/ACitations
Citations of this article
7Readers
Mendeley users who have this article in their library.
Get full text

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.

Cite

CITATION STYLE

APA

Oren, Dr. R. (2022). The Role of Empathy, Customer Orientation and Work Engagement in the Relationship Between Servant Leadership and Customer-Oriented Organizational Citizenship Behaviors. International Journal of Management and Humanities, 9(1), 1–4. https://doi.org/10.35940/ijmh.a1513.099122

Register to see more suggestions

Mendeley helps you to discover research relevant for your work.

Already have an account?

Save time finding and organizing research with Mendeley

Sign up for free