Positive and Negative Affectivity as Mediators of Volunteerism and Service-Oriented Citizenship Behavior and Customer Loyalty

Psychology and Marketing

Volumn 29, Issue 12, 2012, Pages 1004-1017

  Jain, Ajay K ^a   Malhotra, Naresh K ^b   Guan, Chong ^c  

^a AARHUS UNIVERSITY   (Denmark)

^b GEORGIA INSTITUTE OF TECHNOLOGY   (United States)

^c NANYANG TECHNOLOGICAL UNIVERSITY   (Singapore)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84869074268     PISSN: 07426046     EISSN: 15206793     Source Type: Journal    
DOI: 10.1002/mar.20582     Document Type: Article

References (82)

1. Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee "citizenship". Academy of Management Journal, 26, 587-595.
2. Becker, T. (1992). Foci and bases of commitment: Are they distinctions worth making? Academy of Management Journal, 35, 232-244.
3. Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86, 29-41.
4. Bloemer, J., & de Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32, 499-513.
5. Bolino, M. C. (1999). Citizenship and impression management: Good soldiers or good actors? Academy of Management Review, 24, 82-98.
6. Brief, A. P. (1998). Attitudes and around organizations. Thousand Oaks, CA: Sage.
7. Carlson, M., Charlin, V., & Miller, N. (1988). Positive mood and helping behavior: A test of six hypotheses. Journal of Personality and Social Psychology, 55, 211-229.
8. Carver, C. S., & White, T. L. (1994). Behavioral inhibition, behavioral activation, and affective responses to impending reward and punishment: The BIS/BAS scales. Journal of Personality and Social Psychology, 67, 319-333.
9. Castro, C. B., Armario, E. M., & Ruiz, D. M. (2004). The influence of employee organizational citizenship behavior on customer loyalty. International Journal of Service Industry Management, 15, 27-53.
10. Chin, W. W. (1998). The partial least squares approach to structural equation modeling. G. A. Marcoulides (Ed.), Modern methods for business research (pp. 295-336). Mahwah, NJ: Lawrence Erlbaum Associates.
11. Churchill, G. A. J. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research on Aging, 16, 64-73.
12. Clary, E. G., & Snyder, M. (1991). A functional analysis of altruism and prosocial behavior: The case of volunteerism. Review of Personality and Social Psychology, 12, 119-148.
13. Clary, E. G., Snyder, M., Ridge, R. D., Copeland, J., Stukas, A. A., Haugen, J., et al. (1998). Understanding and assessing the motivations of volunteers: A functional approach. Journal of Personality and Social Psychology, 74, 1516-1530.
14. Cropanzano, R., James, K., & Konovsky, M. A. (1993). Dispositional affectivity as a predictor of work attitudes and job performance. Journal of Organizational Behavior, 14, 595-606.
15. Dick, A. S., & Basu, K. (1994). Customer loyalty: Towards an integrated framework. Journal of the Academy of Marketing Science, 22, 99-113.
16. Diener, E. (1984). Subjective well-being. Psychological Bulletin, 95, 542-575.
17. Dillard, J. P., & Anderson, J. W. (2004). The role of fear persuasion. Psychology & Marketing, 21, 909-926.
18. Forgas, J. P. (1992). Affect social judgments and decisions: A multi-process model. M. Zanna (Ed.), Advances experimental social psychology, Vol. 25 (pp. 7-75). San Diego: Academic Press.
19. Forgas, J. P. (1995). Mood and judgment: The affect infusion model (AIM). Psychological Bulletin, 117, 39-66.
20. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement errors. Journal of Marketing Research, 18, 39-50.
21. George, J. M. (1991). State or trait: Effects of positive mood on prosocial behaviors at work. Journal of Applied Psychology, 76, 299-307.
22. George, J. M. (Ed.). (1996). Trait and state affect. San Francisco: Jossey-Bass.
23. George, J. M., & Brief, A. P. (1992). Feeling good-doing good: A conceptual analysis of the mood at work-organizational spontaneity relationship. Psychological Bulletin, 112, 310-329.
24. George, J. M., & Brief, A. P. (1996). Motivational agendas the workplace: The effects of feelings on focus of attention and work motivation. Research Organizational Behavior, 18, 75-109.
25. GraNoveter, M. (1973). The strength of weak ties. American Journal of Sociology, 78, 1360-1380.
26. Gray, J. A. (1987). The psychology of fear and stress (2nd ed.). Cambridge: Cambridge University Press.
27. Greenfield, E. A., & Marks, N. F. (2004). Formal volunteering as a protective factor for older adults' psychological well-being. Journal of Gerontology, 59B, S258-S264.
28. Hansen, H., Sandvick, K., & Selnes, F. (2003). Direct and indirect effects of commitment to a service employee on the intention to stay. Journal of Service Research, 5, 356-368.
29. Harlow, R., & Cantor, N. (1996). Still participating after all these years: A study of life task participation later life. Journal of Personality and Social Psychology, 71, 1235-1249.
30. Hoffman, B. J., Blair, C., Meriac, J., & Woehr, D. J. (2007). Expanding the criterion domain? A meta-analysis of the OCB literature. Journal of Applied Psychology, 90, 1241-1255.
31. Hough, L. M., & Schneider, R. J. (Eds.). (1996). Personality traits, taxonomies, and applications organizations. San Francisco, CA: Jossey-Bass.
32. Hui, C., Lam, S. K., & Schaubroeck, J. (2001). Can good citizens lead the way providing quality service? A field quasi experiment. Academy of Management Journal, 44, 988-995.
33. Hulland, J. (1999). Use of partial least squares (PLS) strategic management research: A review of four recent studies. Strategic Management Journal, 20, 195-204.
34. Konovsky, M. A., & Organ, D. W. (1996). Dispositional and contextual determinants of organizational citizenship behavior. Journal of Organizational Behavior, 16, 215-224.
35. Levin, I., & Stokes, J. P. (1989). Dispositional approach to job satisfaction: Role of negative affectivity. Journal of Applied Psychology, 74, 752-758.
36. Li, Y., & Ferraro, K. F. (2005). Volunteering and depression later life: Social benefit or selection processes? Journal of Health and Social Behavior, 46, 68-84.
37. Lum, T. Y., & Lightfoot, E. (2005). The effects of volunteering on the physical and mental health of older people. Research on Aging, 27, 31-55.
38. Luoh, M.-C., & Herzog, A. R. (2002). Individual consequences of volunteer and paid work old age: Health and mortality. Journal of Health and Social Behavior and Personality, 43, 490-509.
39. Malhotra, N. K., Kim, S. S., & Patil, A. (2006). Common method variance IS research: A comparison of alternative approaches and a reanalysis of past research. Management Science, 52, 1865-1883.
40. Moorman, R. H. (1991). Relationship between organizational justice and organizational citizenship behaviors: Do fairness perceptions influence employee citizenship? Journal of Applied Psychology, 76, 845-855.
41. Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38.
42. Morrison, E. W. (1996). Organizational citizenship behaviour as a critical link between HRM practices and service quality. Human Resource Management, 35, 493-512.
43. Morrow-Howell, N., Hinterlong, J., Rozario, P., & Tang, F. (2003). The effects of volunteering on the well-being of older adults. Journal of Gerontology: Social Sciences, 58B, S137-S145.
44. Musick, M. A., & Wilson, J. (2003). Volunteering and depression: The role of psychological and social resources different age groups. Social Science & Medicine, 56, 259-269.
45. Netemeyer, R. G., Boles, J. S., MacKee, D. O., & MacMurrian, R. (1997). An investigation into the antecedents of organizational citizenship behaviors a personal selling context. Journal of Marketing, 61, 85-98.
46. Omoto, A. M., & Snyder, M. (1990). Basic research action: Volunteerism and society's response to AIDS. Personality and Social Psychology Bulletin, 16, 152-166.
47. Omoto, A. M., & Snyder, M. (1995). Sustained helping without obligation: Motivation, longevity of service, and perceived attitude change among AIDS volunteers. Journal of Personality and Social Psychology Quarterly, 68, 671-686.
48. Omoto, A. M., & Snyder, M. (2002). Considerations of community: The context and process of volunteerism. American Behavioral Scientist, 45, 846-867.
49. Organ, D. W., & Ryan, K. (1995). A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel Psychology, 48(4), 775-802.
50. Phillips, M. (1982). Motivation and expectation successful volunteerism. Journal of Voluntary Action Research, 11, 118-125.
51. Piliavin, J. A., & Siegl, E. (2007). Health benefits of volunteering the Wisconslongitudinal study. Journal of Health and Social Behavior, 48, 450-464.
52. Podsakoff, P. M., Ahearne, M., & MacKenzie, S. B. (1997). Organizational citizenship behavior and the quantity and quality of work group performance. Journal of Applied Psychology, 82, 262-270.
53. Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management Information Systems, 26, 513-563.
54. Ringle, C. M., Wende, S., & Will, A. (2005). SmartPLS 2.0 (beta). Retrieved from www.smartpls.de.
55. Rioux, S. M., & Penner, L. A. (2001). The causes of organizational citizenship behavior: A motivational analysis. Journal of Applied Psychology, 86, 1306-1314.
56. Rosenhan, D. L., Karylowski, J., Salovey, P., & Hargis, K. (1981). Emotion and altruism. J. P. Rushton & R. M. Sorrentino (Eds.), Altruism and helping behavior (pp. 233-248). Hillsdale, NJ: Lawrence Erlbaum.
57. Rotundo, M., & Sackett, P. R. (2002). The relative importance of task, citizenship, and counterproductive performance to global ratings of job performance: A policy-capturing approach. Journal of Applied Psychology, 87, 66-80.
58. Scharitzer, D., & Kollarits, H. C. (2000). Satisfied customers: Profitable customer relationships: Pharmaceutical marketing: How pharmaceutical sales representatives can achieve economic success through relationship management with settled general practitioners-an empirical study. Total Quality Management, 11(7), 955-965.
59. Schwartz, C., Meisenhelder, J. B., Ma, Y., & Reed, G. (2003). Altruistic social interest behaviors are associated with better mental health. Psychosomatic Medicine, 65, 778-785.
60. Seo, M.-G., Bartunek, J. M., & Barrett, L. F. (2004). The role of affective experience work motivation: Test of a conceptual model. Academy of Management Review, 29, 423-439.
61. Snyder, M., & Omoto, A. M. (1992). Who helps and why? The psychology of AIDS volunteerism. S. S. Oskamp (Ed.), Helping and being helped: Naturalistic studies (pp. 213-239). Newbury Park, CA: Sage.
62. Snyder, M., Omoto, A. M., & Crain, A. L. (1999). Punished for their good deeds: Stigmatization of AIDS volunteers. American Behavioral Scientist, 42, 1175-1192.
63. Sudhar, C., Israel, D., Britto, P., & Selvam, M. (2006). Service loyalty measurement scale: A reliability assessment. American Journal of Applied Sciences, 3, 1814-1818.
64. Tenenhaus, M., Esposito, V. V., Chatelin, Y. M., & Lauro, C. (2005). PLS path modeling. Computational Statistics and Data Analysis, 48, 159-205.
65. Van Dyne, L., Graham, J. W., & Dienesch, R. M. (1994). Organizational citizenship behavior: Construct redefinition, measurement, and validation. Academy of Management Journal, 37, 765-802.
66. Van Willigen, M. (2000). Differential benefits of volunteering across the life course. Journal of Gerontology: Social Sciences, 55B, S308-S318.
67. Vilela, B. B., González, J. A. V., & Ferrín, P. F. (2010). Salespersons' self-monitoring: Direct, indirect, and moderating effects on salespersons' organizational citizenship behavior. Psychology & Marketing, 27, 71-89.
68. Wang, C.-Y. (2010). Service quality, perceived value, corporate image, and customer loyalty the context of varying levels of switching costs. Psychology & Marketing, 27, 252-226.
69. Watson, D., & Clark, L. A. (1984). Negative affectivity: The disposition to experience aversive emotional states. Psychological Bulletin, 96, 465-490.
70. Watson, D., Clark, L. A., & Tellegen, A. (1988). Development and validation of brief scale of positive and negative affect: The PANAS scales. Journal of Personality and Social Psychology, 54, 1063-1070.
71. Weiner, B. (1985). Spontaneous' causal thinking. Psychological Bulletin, 97, 74-84.
72. Weiss, H. M., Nicholas, J. P., & Daus, C. S. (1999). An examination of the joint effects of affective experiences and job beliefs on job satisfaction and variations affective experiences over time. Organizational Behavior and Human Decision Processes, 78, 1-24.
73. Wetzels, M. G. M., Odekerken-Schroeder, G., & van Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: guidelines and empirical illustration. MIS Quarterly, 33, 177-195.
74. Williams, K. C., & Spiro, R. L. (1985). Communication style the salesperson-customer dyad. Journal of Marketing Research, 22, 434-442.
75. Williams, K. C., Spiro, R. L., & Fine, L. M. (1990). The customer-salesperson dyad: An interaction/communication model and review. Journal of Personal Selling & Sales Management, 10, 29-43.
76. Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of Management Information Systems, 17, 601-617.
77. Wilson, J. (2000). Volunteering. Annual Review of Psychology, 26, 215-240.
78. Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83, 486-493.
79. Wright, T. A., & Staw, B. M. (1999). Further thoughts on the happy-productive worker. Journal of Organizational Behavior, 20, 31-34.
80. Yi, Y., & Gong, T. (2008). If employees "Go the extra mile," do customers reciprocate with similar behavior? Psychology & Marketing, 25, 961-986.
81. Yi, Y., & La, S. (2004). What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty. Psychology & Marketing, 21, 351-373.
82. Yoon, M., & Suh, J. (2003). Organizational citizenship behaviours and service quality as external effectiveness of contact employees. Journal of Business Research, 56, 597-611.