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- W2530880360 abstract "ABSTRACTBased on the social exchange and job characteristic theories, this study advances a moderated-mediation model that tries to explain the social-psychological processes connecting the leader–member exchange (LMX) and extra-role customer service, and examined it by collecting data from employees and managers employed in tourist hotels operating in Uttarakhand, India. A hierarchical regression analysis determined that LMX was positively related to extra-role customer service where affective commitment mediated this relationship. Further, an analysis of a moderated-mediation path revealed that psychological empowerment strengthened the direct influences of LMX on affective commitment and its indirect influence on extra-role customer service. Based on these findings, important theoretical and managerial implications are discussed." @default.
- W2530880360 created "2016-10-21" @default.
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- W2530880360 date "2016-10-01" @default.
- W2530880360 modified "2023-10-18" @default.
- W2530880360 title "Extra-Role Customer Service: The Roles of Leader–Member Exchange (LMX), Affective Commitment, and Psychological Empowerment" @default.
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- W2530880360 doi "https://doi.org/10.1080/15256480.2016.1226151" @default.
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