The Influence of Leaders' Motivating Language on the Relationship between Service Climate and Service-oriented Organizational Citizenship Behavior
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Abstract
This study aims to investigate the influence of motivating language of leaders on service climate and service-oriented organizational citizenship behavior in logistics service organizations. Data were collected from 361 employees working in the Thai logistics industry using purposive sampling. Structural Equation Modeling (SEM) was employed to analyze the data. The findings revealed that: (1) motivating language of leaders has a positive influence on service climate (2); motivating language of leaders has a positive influence on service-oriented organizational citizenship behavior; (3) service climate has a positive effect on service-oriented organizational citizenship behavior; and (4) service climate serves as a mediating variable in the relationship between motivating language of leaders and service-oriented organizational citizenship behavior.
The specific findings of this study confirm that leaders’ motivating language significantly influences service-oriented organizational citizenship behavior (SO-OCB), both directly and indirectly through service climate as a mediating variable. Thus, motivating language serves as a strategic tool to strengthen employees’ perceptions of their collaborative work environment and the behaviors expected by the organization. Furthermore, it exerts a direct impact in stimulating, motivating, and driving service-oriented organizational citizenship behavior among employees in Thailand’s logistics industry.
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