Abstract:
This thesis places boundary conditions on the withdrawal model in the frontline setting of
service organizations by considering continuance commitment and supervisory support as
moderators of the relationship between job dissatisfaction and customer-oriented citizenship
behaviors (COCBs). Departing from traditional research in the areas of the service-profit chain
and employee withdrawal, the author advances our understanding of conditions that may lead
frontline service employees who are dissatisfied to deposit COCBs into the organizational
system. Specifically, based on principles derived from social exchange theory, high continuance
commitment and high supervisory support are expected to lead to COCBs, because under this
condition the benefits of performing such behaviors are increased (i.e., promotion-based,
reciprocity-based), while the costs are decreased (i.e., opportunity costs). Utilizing a sample of
127 frontline employees from both the financial services and travel agency industries, the
hypothesized relationships are empirically supported using moderated hierarchical regression
analysis. To conclude discussion, implications of the results for both academics and
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