The mediating roles of gratitude and obligation to link employees’ social exchange relationships and prosocial behavior

Purpose This study aims to investigate the psychological mechanisms underlying hospitality employees’ social exchange relationships at work by applying the social aspects of work and the social exchange theory. Design/methodology/approach MTurk was used for conducting a cross-sectional questionnaire survey, targeting frontline employees who were working in full-service restaurants. Descriptive statistic, confirmatory factor analysis and structural equation modeling were performed. Findings Customer-employee exchange had a positive relationship with gratitude. Moreover, gratitude was positively associated with both role-prescribed customer service and extra-role customer service. Leader-member exchange and coworker exchange were positively related to obligation. Obligation had positive association with both role-prescribed customer service and extra-role customer service. The mediating effects of gratitude and obligation were statistically significant. Research limitations/implications Employees’ social exchange relationship with customers promotes prosocial behaviors by arousing gratitude in them. Moreover, their social exchange relationships with supervisors and coworkers lead to prosocial behaviors by provoking obligation from them. Originality/value This research shows the importance of the social aspects of work to contribute to employees’ prosocial behavior in the hospitality industry. Moreover, it proves the critical roles of emotions to guide employees’ decisions about social exchange.