THE EFFECT OF PROCEDURAL JUSTICE ON SERVICE-ORIENTED ORGANIZATIONAL CITIZENSHIP BEHAVIOR: TESTING A MULTILEVEL AND CROSS-LEVEL MODEL

Heru Kristanto

Abstract


ABSTRACT

This study examines the effect of perceived procedural justice and procedural justice climate on service-oriented organizational citizenship behavior (S-O OCB). Perceived procedural justice is all members of a group who are treated individually with procedural justice, testing its influence on S-O OCB through multi-level. The procedural justice climate is members who are given procedural justice treatment as a group, testing its effect on S-O OCB through cross-level. A study of 425 front-line employees from 56 hotels in the Special Region of Yogyakarta Province showed that the procedural justice climate affected S-O OCB positively and significantly by controlling perceived procedural justice. Implications of the findings are discussed.
Keywords: service-oriented organizational citizenship behavior, climate of procedural justice, perceived procedural justice


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