How Mindfulness and Servant Leadership Affect Customer-Oriented Organizational Citizenship Behavior: Service Climate as Potential Mediator
Dhevy Puswiartika1, Zahrotur Rusyda Hinduan2, Marina Sulastiana3, Diana Harding4
1Dhevy Puswiartika, Doctoral Program of Psychology, Faculty of Psychology, Universitas Padjadjaran.
2Zahrotur Rusyda Hinduan, Doctoral Program of Psychology, Faculty of Psychology, Universitas Padjadjaran.
3Marina Sulastiana, Doctoral Program of Psychology, Faculty of Psychology, Universitas Padjadjaran.
4Diana Harding, Doctoral Program of Psychology, Faculty of Psychology, Universitas Padjadjaran.
Manuscript received on 15 October 2019 | Revised Manuscript received on 21 October 2019 | Manuscript Published on 02 November 2019 | PP: 132-136 | Volume-8 Issue-2S9 September 2019 | Retrieval Number: B10290982S919/2019©BEIESP | DOI: 10.35940/ijrte.B1029.0982S919
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: One aspect of competitive advantage that is now the main focus of the company is human resources. To improve the performance of organizations related to service excellence, it takes work behavior that exceeds the demands of work, namely Customer Oriented-Organizational Citizenship Behavior. This article is Proposal for Doctoral Colloquia that aims to prove the variables that influence Customer Oriented-Organizational Citizenship Behavior and obtain a model of the structural relationship between Mindfulness, Servant Leadership, Service Climate, and Customer Oriented-Organizational Citizenship Behavior. This study is explanatory survey research with a mixed-method approach. The participants of this study are the supervisor of railway transportation provider in Jakarta, Indonesia. The sampling technique is multistage sampling (a combination of cluster sampling and stratified sampling). The data will be collected by self-report surveys. The data will be analyzed by using Structural Equation Modelling with Lisrel 8.7 software. The results from this study will be proved and built a structural model of the effect of mindfulness and servant leadership on Customer Oriented-Organizational Citizenship Behavior through a service climate. The novelty of this study is the addition of contextual factors such as service climate as a mediator variable in testing the effect of mindfulness on workplace outcomes such as Customer Oriented-Organizational Citizenship Behavior and the influence of servant leadership on Customer Oriented-Organizational Citizenship Behavior, and the development of dispositional mindfulness instrument for Indonesian employees.
Keywords: Mindfulness; Servant Leadership; Service Climate; Customer Oriented-Organizational Citizenship Behavior; Railway Transportation Service Provider in Indonesia.
Scope of the Article: Computational Biology