TY  - JOUR
AB  - Purpose The purpose of this paper is to delve into the interactive effects of corporate social responsibility (CSR) and ambidextrous leadership on customer-oriented organizational citizenship behavior (customer-oriented OCB) and service recovery performance among tourism industry workers.Design/methodology/approach The authors collected data from participants working in tour companies based in Ho Chi Minh City, Vietnam. The associations among the constructs in the research model were tested through multilevel structural equation modeling.Findings Data analysis supported the positive links between CSR and customer-oriented OCB and service recovery performance. Customer-oriented job-crafting emerged as a mediator for such relationships. Ambidextrous leadership played a moderating role to attenuate the positive impacts of CSR on customer-oriented job crafting, customer-oriented OCB and service recovery performance.Originality/value The study extends the tourism management literature by linking CSR to customer-oriented OCB and service recovery performance among tourism employees via customer-oriented job crafting as a mediator and ambidextrous leadership as a moderator.
VL  - 37
IS  - 5
SN  - 0263-4503
DO  - 10.1108/MIP-05-2018-0157
UR  - https://doi.org/10.1108/MIP-05-2018-0157
AU  - Luu Tuan
AU  - Viet Le
AU  - Masli Eryadi
AU  - Rajendran Diana
PY  - 2019
Y1  - 2019/01/01
TI  - Corporate social responsibility, ambidextrous leadership, and service excellence
T2  - Marketing Intelligence & Planning
PB  - Emerald Publishing Limited
SP  - 580
EP  - 594
Y2  - 2024/05/07
ER  -