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Title: Service employees' organizational citizenship behaviors and customer-oriented behaviors : An accountability theory perpective
Authors: Lee, MJ
Kim, SS 
Kim, W
Keywords: Leader-member exchange
Organizational citizenship behavior
Customer-oriented behavior
Accountability theory
Full-service restaurant
Issue Date: 2012
Source: Journal of foodservice business research, 2012, v. 15, no. 4, p. 335-361 How to cite?
Journal: Journal of foodservice business research 
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.
ISSN: 1537-8020
DOI: 10.1080/15378020.2012.706490
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