Leader-member exchange, team-member exchange, employee satisfaction, and service-oriented organizational citizenship behavior in the international logistics industry: The moderating effect of the service climate

Abstract

How top managers enable employees to exhibit service-oriented organizational citizenship behavior to improve a company's performance and employee satisfaction is an important issue for business operations in the inter-national logistics industry. Structural equation modeling (SEM) is applied to examine the relationships between leader-member exchange (LMX), team-member exchange (TMX), employee satisfaction, the service climate, and service-oriented organizational citizenship behavior (SOCB). Meanwhile the service climate is established as a moderating effect in the relationship between employee satisfaction and SOCB.The responses of 123 individuals from the international logistics industry were collected via a questionnaire. The results showed that LMX and TMX can directly impact employee satisfaction. In addition, employee satisfaction and the service climate can directly impact SOCB. Moreover, the service climate has a positive moderating effect between employee satisfaction and SOCB. This research suggests that LMX, TMX and the service climate play an important role in improving international logistics companies' SOCB.