INFLUENCE OF PSYCHOLOGICAL CAPITAL UPON ORGANISATIONAL CITIZENSHIP BEHAVIOR AND BURNOUT: A REGULATING ROLE AMONG CLIENT SERVICE AND GENDER DIFFERENCES

Abstract

Purpose: The objective of this research is to examine the relationship between psychological capital and organizational citizenship on customer service while controlling gender differences in psychological capital.
Design: The empirical investigation was conducted using partial least square (PLS) structural equation modeling (SEM) and the confirmatory factors analysis (CFA) technique. The research's intended audience consisted of employees working in the services sector, and 384 out of 500 responses were successfully obtained online using a non-probability sampling technique. However, an approach with two phases was applied in a reflective-reflective hierarchy model that was used for validation.
Results: The findings from the research show that psychological capital has beneficial effects on employee burnout and organizational citizenship behavior. This means that a person's positive mental state can reduce burnout and have an impact on organizational identity behavior. It has been found, however, that gender plays no part in reducing the impact of psychological capital on burnout and organizational citizenship behaviors. Additionally, this shows that organizational citizenship behavior and employee burnout are gender-neutral. Both male and female employees may develop organizational citizenship behavior over time, subject to psychological capital, or be equally susceptible to the risk of burnout.
Limitations: Because the current study focused primarily on customer service organizations, it is recommended that future research focus on other industries and organizations to get around this restriction and broaden the study's scope.