Psychosocial safety climate and psychological capital for positive customer behavioral intentions in service organizations

• Published in: American journal of business 2023-03, Vol.38 (1), p.1-21
• Main Authors: Siami, Sahar, Gorji, Mohammadbagher, Martin, Angela
• Format: Article
• Language: English
• Subjects: Behavior; Coronaviruses; COVID-19; Customer services; Employee behavior; Employees; Employment; Organizational effectiveness; Pandemics; Stress; Work environment; Work life balance; Workloads
• ISSN: 1935-519X; 1935-5181
• DOI: 10.1108/AJB-01-2022-0018

PurposeThe purpose of this paper is to articulate a synergic-mediated model of positive service behaviors enabled by what could be called a “psychosocial resource caravan” for improved customer behavioral intentions to help service organizations especially during coronavirus disease 2019 (COVID-19) crisis.Design/methodology/approachThis paper adopts a multi-level approach and is based on positive organizational behavior and occupational health and safety literature. An empirical study of synergic-mediated model of positive service behaviors has been developed and tested using a quantitative approach.FindingsThis paper offers a theoretical framework proposing that a psychosocially safe work environment (psychosocial safety climate (PSC)) interacts with employees' positive psychological capital (PsyCap) to facilitate positive service behaviors that influence customers' behavioral intentions. As PsyCap and PSC have origin, respectively, in different organizational levels, those both can combine and create a context for positive service encounters. The proposed model has been operationalized and then the reliability and validity of the constructs have been examined. A series of CFAs has been conducted and the fitness of the prosed model was compared to other possible models. The model showed a better fitness compared to the other plausible models. All hypotheses of the model were also significant.Originality/valueThe proposed model integrates positive organizational behavior and occupational health and safety literature to consider the conditions for positive service behaviors. High levels of PsyCap among team members and a psychosocially safe working environment, i.e. PSC can impact customers through positive service behaviors. The articulation of the proposed model presented in this paper invites future empirical research on the synergic nature of psychosocial resources. The paper also suggests some key points to operationalize “psychosocial resource caravan.”