Abstract:
Researches on the psychological drivers affecting employees’ work engagement is insignificant and scare. Psychological capital and ethical work climate are two important of those drivers that their impact on work engagement haven’t investigated. The aim of this study is investigating psychological capital and ethical work climate effect on employees’ service behavior by mediating role of employees’ work engagement. The statistical population of this study includes 7000 employees of National Iranian Oil Product Distribution Company. 394 employees were the minimum sample by questionnaire data collected from 397 employees. Confirmatory factor analysis and structural equation modeling were used to data analysis. Results showed that psychological capital and ethical work climate have direct and significant effect on employees’ work engagement. Also results showed their effects on service behavior. At last work engagement effect on employees’ service behavior confirmed. Managers by improving employees’ work engagement can have significant effect on employees’ service performance and employee by providing high quality services can quarantine customers satisfaction, benefit for stakeholders and business survive. Managers and business owners especially in services sector through creating and developing ethical climate in business and through emphasizing on workers psychological derivers by education can improve work engagement.
Machine summary:
The aim of this study is to investigate psychological capital and ethical work climate effect on employees’ service behavior by the mediating role of employees’ work engagement.
From the perspective of researchers (such as Karatepe & Karadas, 2015; Kang & Busser, 2018), work engagement of employees is influenced by psychological factors that influence work force through the organizational environment and according to surveys (such as Pan et al.
g. Lee & Ok, 2015; Kang & Busser, 2018) investigating the effects of workplace ethical climate on employee engagement and most existing research examines service climate on customer-related factors such as satisfaction.
Third, while there is little research about the relationships of psychological capital, engagement, and organization climate, as Youssef and Luthans (2011) have emphasized, it is important to examine the potential mediator role of employee engagement in addition to identifying and presenting the findings of the results.
The purpose of the present study was to: (a) understand the relationship between organizational ethical climate, psychological capital, work engagement and service behavior; (b) examine the mediating role of work engagement.
Therefore, the aim of this study is investigating the effect of Psychological Capital and Ethical Work Climate on Employees’ Service Behavior in NIOPDC Theoretical Foundations of Research Psychological Capital The new psychological capital approach to achieve competitive 191 advantage is based on the fact that many of today's organizations do not recognize the true capacity of human resources.
The results indicated a positive and direct impact of psychological capital on employees' service behavior, which is in line with the research by Walumbwa et al.