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Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation
Chow, Cheris W. C.; Lai, Jennifer Y. M.; Loi, Raymond
2015
Source PublicationTourism Management
ISSN0261-5177
Volume48Pages:362-369
Abstract

Travel agents' customer service behavior (CSB) and organizational citizenship behavior (OCB) are pivotal to the success of a retail travel agency. According to social exchange theory, these behaviors can be motivated by leader–member exchange (LMX, exchange between travel agents and their supervisors) and internal marketing orientation (IMO, exchange between travel agents and their organizations). In addition, the two exchange relationships are interdependent. Data from a two-phase survey of 288 travel agents working in Hong Kong were analyzed through hierarchical linear modeling. The findings indicate that leader-member exchange is positively associated with travel agents' organizational citizenship behavior, whereas internal marketing orientation is positively associated with travel agents' customer service behavior only when leader-member exchange is low. Moreover, the quality of one exchange relationship affects the salience of the other relationship. The manuscript concludes with implications for theory and practice.

KeywordOrganizational Citizenship Behavior Leader-member Exchange Internal Marketing Orientation Customer Service Behavior Travel Agent
DOI10.1016/j.tourman.2014.12.008
Indexed BySSCI
Language英语
WOS Research AreaEnvironmental Sciences & Ecology ; Social Sciences - Other Topics ; Business & Economics
WOS SubjectEnvironmental Studies ; Hospitality, Leisure, Sport & Tourism ; Management
WOS IDWOS:000350710600033
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被引频次[WOS]:22   [WOS记录]     [WOS相关记录]
Document TypeJournal article
专题DEPARTMENT OF MANAGEMENT AND MARKETING
Faculty of Business Administration
AffiliationUniversity of Macau, Department of Management and Marketing, Avenida da Universidade (E22), Taipa, Macau
First Author AffilicationUniversity of Macau
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Chow, Cheris W. C.,Lai, Jennifer Y. M.,Loi, Raymond. Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation[J]. Tourism Management,2015,48:362-369.
APA Chow, Cheris W. C.,Lai, Jennifer Y. M.,&Loi, Raymond.(2015).Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation.Tourism Management,48,362-369.
MLA Chow, Cheris W. C.,et al."Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation".Tourism Management 48(2015):362-369.
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