Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty

This study sought to examine the impact of volunteerism (motivation to help) on service-oriented organizational citizenship behavior (S-OCB) of salespeople as mediated by the positive and negative affectivity, and further how the involvement of salespeople in S-OCB would affect the customer loyalty...

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Main Authors: Jain, Ajay K., Malhotra, Naresh K., Guan, Chong
Other Authors: Nanyang Business School
Format: Article
Language:English
Published: 2014
Subjects:
Online Access:https://hdl.handle.net/10356/102927
http://hdl.handle.net/10220/19223
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Institution: Nanyang Technological University
Language: English
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spelling sg-ntu-dr.10356-1029272023-05-19T06:44:41Z Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty Jain, Ajay K. Malhotra, Naresh K. Guan, Chong Nanyang Business School DRNTU::Business This study sought to examine the impact of volunteerism (motivation to help) on service-oriented organizational citizenship behavior (S-OCB) of salespeople as mediated by the positive and negative affectivity, and further how the involvement of salespeople in S-OCB would affect the customer loyalty toward the company. The context chosen for empirical investigation was the Indian pharmaceutical sector and the sample consists of 125 medical sales representatives from four companies that are well-established players, including three multinational firms and one Indian company, as well as their supervisors (n = 48) and doctors (n = 150). The data are analyzed through partial least squares approach to path modeling to estimate the measurement and structural parameters. All of the hypotheses are confirmed. The results of this study indicate that volunteerism exhibits a significant positive impact on S-OCB and customer loyalty. In addition, this positive impact is partially mediated by positive and negative affectivity. In sum, the proposed model explains a large amount of variance in S-OCB and customer loyalty, suggesting that it will serve as a useful tool for analyzing service-oriented organizational sale persons’ behavior and customers’ reactions. The implications of these results include improving service OCB by promoting volunteerism in the service industry and emphasizing the important roles of service staff in enhancing the customer loyalty. 2014-04-10T05:27:56Z 2019-12-06T21:02:24Z 2014-04-10T05:27:56Z 2019-12-06T21:02:24Z 2012 2012 Journal Article Jain, A. K., Malhotra, N. K., & Guan, C. (2012). Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty. Psychology & Marketing, 29(12), 1004-1017. 0742-6046 https://hdl.handle.net/10356/102927 http://hdl.handle.net/10220/19223 10.1002/mar.20582 en Psychology & marketing © 2012 Wiley Periodicals, Inc.
institution Nanyang Technological University
building NTU Library
continent Asia
country Singapore
Singapore
content_provider NTU Library
collection DR-NTU
language English
topic DRNTU::Business
spellingShingle DRNTU::Business
Jain, Ajay K.
Malhotra, Naresh K.
Guan, Chong
Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty
description This study sought to examine the impact of volunteerism (motivation to help) on service-oriented organizational citizenship behavior (S-OCB) of salespeople as mediated by the positive and negative affectivity, and further how the involvement of salespeople in S-OCB would affect the customer loyalty toward the company. The context chosen for empirical investigation was the Indian pharmaceutical sector and the sample consists of 125 medical sales representatives from four companies that are well-established players, including three multinational firms and one Indian company, as well as their supervisors (n = 48) and doctors (n = 150). The data are analyzed through partial least squares approach to path modeling to estimate the measurement and structural parameters. All of the hypotheses are confirmed. The results of this study indicate that volunteerism exhibits a significant positive impact on S-OCB and customer loyalty. In addition, this positive impact is partially mediated by positive and negative affectivity. In sum, the proposed model explains a large amount of variance in S-OCB and customer loyalty, suggesting that it will serve as a useful tool for analyzing service-oriented organizational sale persons’ behavior and customers’ reactions. The implications of these results include improving service OCB by promoting volunteerism in the service industry and emphasizing the important roles of service staff in enhancing the customer loyalty.
author2 Nanyang Business School
author_facet Nanyang Business School
Jain, Ajay K.
Malhotra, Naresh K.
Guan, Chong
format Article
author Jain, Ajay K.
Malhotra, Naresh K.
Guan, Chong
author_sort Jain, Ajay K.
title Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty
title_short Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty
title_full Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty
title_fullStr Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty
title_full_unstemmed Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty
title_sort positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty
publishDate 2014
url https://hdl.handle.net/10356/102927
http://hdl.handle.net/10220/19223
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