ArticleBehavioral sciences (Basel, Switzerland)2022
The Spillover Effect of Life Satisfaction on Customer Satisfaction: The Mediating Role of Service-Oriented Organizational Citizenship and the Moderating Role of Competition Climate.
Article in Behavioral sciences (Basel, Switzerland), 2022. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 2 papers, 1 of them a synthesis that pooled it.
What it found
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
The trial behind it
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Who cites it
2 citing papers in PubMed, 1 synthesis or guideline pooled it.
- Helping hands, flourishing hearts: A meta-analytic study of organizational citizenship behaviors and subjective well-being.Applied psychology. Health and well-being · 2026Pooled it
- Nature Connectedness and Work Engagement in the Relationship Between Emotional Exhaustion and Life Satisfaction Among Employees.European journal of investigation in health, psychology and education · 2026Article
Corrections and comments
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Authors and funding
3 authors.
Funding
Abstract
In the field of organizational management, research on employees' life experiences is insufficient. It remains unclear how employees' non-work experiences affect customer service quality. Building on the spillover theory (an individual's experience in one domain can be transferred to another domain) and the conservation of resources theory (individuals are motivated to protect their current resources and to acquire new resources), we aim to examine the impact of service employee's life satisfaction on customer satisfaction while considering service-oriented organizational citizenship behavior (the discretionary extra-role behavior demonstrated by employees) as a mediating variable. To test our hypothesis, we collected multi-wave, multilevel, multisource data of 209 customer service employees from an insurance company. The results showed that service-oriented organizational citizenship behavior was an important mechanism by which employees' overall life satisfaction positively affected customer satisfaction. In addition, this mediating effect was weaker for employees in higher competition climate groups. The study illustrates the critical contribution of the overall well-being of personnel to organizational business results.
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Registered trials
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