Does organisational support promote citizenship? The moderating role of market-focused HRM

Mei-Ling Wang

The Service Industries Journal, 2008, vol. 30, issue 7, 1077-1095

Abstract: This paper describes how employment relationships and human-resource management (HRM) functions can influence employees’ citizenship role definitions in service settings. Integrating social exchange and role theory, the paper suggests that contact employees will reciprocate felt obligations of high-quality employee--organisation relationships (i.e. perceived organisational support (POS)) by expanding their role in ways consistent with contextual behavioural expectations. The longitudinal survey of 1387 contact employees and 108 managers in a large supermarket chain shows that POS and several market-focused HRM practices influence employees’ service-oriented citizenship role definitions. In particular, high-quality employment relationships contribute to expanded service-oriented citizenship role definitions when market-focused HRM practices were implemented.

Date: 2008
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DOI: 10.1080/02642060802298368

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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