Research On The Impact Of Service Climate On Hospitality Service Staff’s Customer-oriented Organizational Citizenship Behavior Under The Dual Path

With the increasing development of our country’s service industry and the continuous upgrading of consumer consumption structure,meeting the diverse needs of customers has become the key to win the competition for hospitality industry.Due to the strong experience attributes of the service industry,hospitality enterprises have begun to emphasize the important role of service climate,and to strengthen the creation of service climate within the enterprise.At the same time,managers in the hospitality industry are increasingly aware of the importance of Co-OCB,and constantly try to encourage service staffs engage in Co-OCB at work,in order to gain a competitive advantage for their organization by providing excellent services.Therefore,it is particularly important to explore the mechanisms between service climate and customer-oriented organizational citizenship behavior.Scholars conducted certain research on the service climate before,however,with further in-depth research on the service climate,they gradually realized that service climate may have different effects,but there are few studies based on a unified theoretical framework to consider the different path mechanisms of service climate.Hence,based on resource conservation theory,this research constructs a theoretical model that uses citizenship pressure and thriving at work as mediators and emotional control as a moderator in order to explore the impact of service climate on Co-OCB.Through a questionnaire of service staffs in six hospitality enterprises in southern China,313 valid samples were collected,and then statistical software were used to empirically test the theoretical model of this study,and finally research conclusions and management recommendations were drawn.The conclusions of this study are:(1)Service climate displays a significant positive influence on Co-OCB;(2)The mediating role of citizenship pressure between service climate and customer-oriented organizational citizenship behavior is not confirmed;(3)Thriving at work works as a partial mediator in the relationship between independent variable and dependent variable;(4)Emotional control strengthens the positive effect of service climate on thriving at work such that the effect is stronger when emotional control is high;(5)Emotional control moderated the indirect link between service climate and customer-oriented organizational citizenship behavior through thriving at work.Specifically,the indirect relationship was stronger for employee who has a good control of emotion.