Antecedents of extra-role customer service behaviour: polychronicity as a moderator

• Main Author: Daskin, Mustafa
• Format: Article
• Language: English
• Published: Taylor & Francis 2015
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/18633/1/A%2026%204%202015%201-14.pdf; http://repo.uum.edu.my/18633/; http://doi.org/10.1080/13032917.2014.996762

The purpose of this study is to develop and test a research model that investigates the effects of nepotism (NEPO) and work–family conflict (WFC) as antecedents of extra-role customer service behaviours (ECSBs), as well as a potential moderating role of polychronicity (POLY) in a service setting in North Cyprus. Total 298 questionnaires were gathered from a sample of full-time frontline hotel employees. Results based on hierarchical regression analysis reveal that NEPO and WFC exerted a significant negative effect on ECSBs. Results also demonstrate that POLY buffers the impact of NEPO and WFC on ECSBs.By adding an untested relationship in its conceptual model, the current study lends further contribution to hospitality management literature and provides useful guidelines to practitioners as well.