Abstract
Many studies have argued and successfully verified the positive effects of leader-member exchange on organizational citizenship behaviors, using justice theory. However, we argue that accountability theory provides a prospective view of an employee's organizational citizenship behaviors in a given leader-member exchange relationship, while justice theory provides a retrospective view. In addition, we contend that the employee's customer-oriented behaviors should be treated as a type of organizational citizenship behaviors directed to customers. Based on responses from 256 service employees in 54 full-service restaurants in a metropolitan city in Korea, we show the positive effects of two dimensions of leader-member exchange on two types of organizational citizenship behaviors and customer-oriented behaviors, using multivariate analysis of variance. The new approach to understanding the relationship between leader-member exchange and organizational citizenship behaviors provides valuable insights to academic researchers as well as industry practitioners.
Original language | English |
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Pages (from-to) | 335-361 |
Number of pages | 27 |
Journal | Journal of Foodservice Business Research |
Volume | 15 |
Issue number | 4 |
DOIs | |
Publication status | Published - 1 Oct 2012 |
Keywords
- accountability theory
- customer-oriented behavior
- full-service restaurant
- leader-member exchange
- organizational citizenship behavior
ASJC Scopus subject areas
- Food Science