The role of followership on organizational citizenship behavior in the service industry: A double mediation model


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Competition in service industries is fierce, so operational efficiency and cost-effectiveness can be implemented by optimizing internal resources to increase competitive advantage. This study aims to investigate the role of followership in enhancing organizational citizenship behavior (OCB) with double mediating mechanisms, such as job satisfaction and organizational commitment. This study was conducted on food distributor service companies in Indonesia and employees as respondents. Questionnaires were used to collect data, which were using convenience sampling. Then, 131 data points were gathered and prepared for analysis using the G-Power minimum sample size. Data analysis was conducted using structural equation modeling with the SmartPLS application. The results showed that followership significantly influenced OCB, job satisfaction, and organizational commitment. Furthermore, it was also observed that job satisfaction showed an effect on OCB. However, organizational commitment does not affect OCB. Furthermore, during mediation testing, only job satisfaction was found to successfully mediate and act as a connecting variable between followership and OCB. This study has contributed to the cognitive resonance theory and suggests that service companies consider leadership followership in order to enhance OCB among their employees efficiently. It also recommended that employees should first exhibit job satisfaction before engaging in extra-role behaviors for the company.

Researchers give great appreciation to Universitas Brawijaya for funding this research.

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    • Figure 1. Hypothesized model
    • Table 1. Respondents’ demographics
    • Table 2. Variance inflation factor
    • Table 3. Reliability and convergent validity
    • Table 4. Mean, standard deviation, and heterotratit monotrait criterion
    • Table 5. Direct effect testing
    • Table 6. Indirect effect testing
    • Conceptualization
      Noermijati Noermijati, Ema Zahra Firdaus, Desi Tri Kurniawati, Masyhuri
    • Data curation
      Noermijati Noermijati, Masyhuri
    • Formal Analysis
      Noermijati Noermijati
    • Investigation
      Noermijati Noermijati, Desi Tri Kurniawati
    • Methodology
      Noermijati Noermijati, Desi Tri Kurniawati, Masyhuri
    • Project administration
      Noermijati Noermijati, Ema Zahra Firdaus
    • Software
      Noermijati Noermijati
    • Validation
      Noermijati Noermijati
    • Writing – original draft
      Noermijati Noermijati, Ema Zahra Firdaus
    • Funding acquisition
      Ema Zahra Firdaus, Desi Tri Kurniawati
    • Resources
      Ema Zahra Firdaus, Masyhuri
    • Supervision
      Ema Zahra Firdaus, Desi Tri Kurniawati, Masyhuri
    • Visualization
      Desi Tri Kurniawati
    • Writing – review & editing
      Desi Tri Kurniawati, Masyhuri