Organizational justice and extrarole customer service: The mediating role of well-being at work
- 2 July 2008
- journal article
- research article
- Published by Taylor & Francis Ltd in European Journal of Work and Organizational Psychology
- Vol. 17 (3), 327-348
- https://doi.org/10.1080/13594320701743616
Abstract
The purpose of this article is to propose and test a model of extrarole customer service (ERCS). We propose that organizational justice (distributive, procedural, interpersonal, and informational) promotes well-being at work (low burnout and high engagement). Well-being at work, in turn, engenders more effective ERCS. Thus, well-being at work is considered a mediator of the relationships from organizational justice to ERCS. This fully mediated model was compared to an alternative fully direct model. The sample consisted of 317 contact employees who were working in the Spanish service sector. The results of structural equation modelling supported the importance of the mediating role of the positive side of well-being at work (engagement) in the relationship between organizational justice and ERCS. The article concludes with a discussion of the theoretical and managerial implications.Keywords
This publication has 55 references indexed in Scilit:
- Social Status and Aggressiveness as Moderators of the Relationship Between Interactional Justice and Workplace DevianceJournal of Applied Social Psychology, 2004
- The Role of Fairness in Mediating the Effects of Voice and Justification on Stress and Other Outcomes in a Climate of Organizational Change.International Journal of Stress Management, 2003
- The mediating effects of social exchange relationships in predicting workplace outcomes from multifoci organizational justiceOrganizational Behavior and Human Decision Processes, 2002
- The Role of Justice in Organizations: A Meta-AnalysisOrganizational Behavior and Human Decision Processes, 2001
- Organizational justice evaluations, job control, and occupational strain.Journal of Applied Psychology, 2001
- Positive psychology: An introduction.American Psychologist, 2000
- Burnout, job stress and violent behaviour among Dutch police officersWork & Stress, 1999
- Increasing citizenship behavior within a labor union: A test of organizational justice theory.Journal of Applied Psychology, 1996
- Burnout among General Practitioners: A Perspective from Equity TheoryJournal of Social and Clinical Psychology, 1994
- Relationship between organizational justice and organizational citizenship behaviors: Do fairness perceptions influence employee citizenship?Journal of Applied Psychology, 1991