Unpacking the relationship between empowering leadership and service-oriented citizenship behaviors: A multilevel approach

Sei Auh, Bulent Menguc, Yeon Sung Jung

    Research output: Contribution to journalArticle

    24 Citations (Scopus)

    Abstract

    Drawing on empowerment theory, this study examines the effect of empowering leadership on frontline employees' service-oriented citizenship behaviors and the process by which this effect occurs. The authors conceptualize empowering leadership at two levels: individual level and group level. Using multi- and cross-level modeling based on multi-source data (frontline employees and their supervisors) from a national automobile dealership at two different time points, this study finds that group-level empowering leadership explains unique variance in service-oriented citizenship behaviors above and beyond what is explained by individual-level empowering leadership. Further, psychological empowerment and customer learning climate partially mediate the empowering leadership-service-oriented citizenship behaviors relationship at the individual and group levels, respectively. Finally, the results indicate that a climate for customer learning accentuates the positive effect of psychological empowerment on service-oriented citizenship behaviors. Theoretical and practical implications for improving frontline employee's service-oriented citizenship behaviors are discussed along with directions for future research.

    Original languageEnglish (US)
    Pages (from-to)558-579
    Number of pages22
    JournalJournal of the Academy of Marketing Science
    Volume42
    Issue number5
    DOIs
    StatePublished - 2014

    Fingerprint

    Citizenship behavior
    Multilevel approach
    Service-oriented
    Frontline employees
    Climate
    Psychological empowerment
    Data sources
    Supervisors
    Automobile
    Modeling
    Empowerment

    Keywords

    • Customer learning climate
    • Empowering leadership
    • Psychological empowerment
    • Service-oriented citizenship behaviors

    ASJC Scopus subject areas

    • Business and International Management
    • Economics and Econometrics
    • Marketing

    Cite this

    Unpacking the relationship between empowering leadership and service-oriented citizenship behaviors : A multilevel approach. / Auh, Sei; Menguc, Bulent; Jung, Yeon Sung.

    In: Journal of the Academy of Marketing Science, Vol. 42, No. 5, 2014, p. 558-579.

    Research output: Contribution to journalArticle

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