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Interpersonal justice and prosocial behavior in customer service: The mediating role of psychological empowerment

In addition to formally prescribed behaviors, providing customer service consists of voluntary prosocial behaviors. These are defined as helpful behaviors of employees, intended to promote the prosperity of the source at which they are directed. Such prosocial behaviors in the service industry are generally aimed towards customers and coworkers. The former is defined as extra-role customer service, which comprises employees’ discretionary behaviors in providing service that expand beyond formal requirements. The latter addresses coworker-oriented cooperation defined as employees’ helpful behaviors towards other members of their workgroup. The involvement in such prosocial service behavior is under the influence of interpersonal justice, defined as one’s perception of others treating him or her in a polite and respectful manner. Research shows that fair treatment from customers and peers triggers positive prosocial behaviors directed back at the source of justice. Fair treatment from others is also shown to influence employees’ psychological empowerment, which reflects how employees see themselves in the work environment and how they feel that they can shape their work roles. The aim of this study was to explore the mediation effect of psychological empowerment on the relationship between interpersonal justice stemming from various sources and prosocial service behavior targeting those sources. The model was tested on a large sample of pharmacists. Results showed that interpersonal peer justice indirectly, through psychological empowerment, predicts coworker- oriented cooperation. Also, interpersonal client justice predicts customer-oriented extra-role behaviors, both directly and indirectly - through psychological empowerment. The theoretical and practical implications of research findings are discussed.

interpersonal peer justice, interpersonal client justice, prosocial service behavior, psychological empowerment

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