Abstract:
Person’s psychological attachment towards any course of action
which refers to ‘commitment’ has become a widely used term in the
field of Organizational Behavior. The basic commitment has been
extended to different targets such as commitment to the
organization and commitment to change. Notwithstanding
employees’ commitment to customer service has become one of the
important considerations in achieving organizational outcomes and
remained an unsolved issue in practice, it received limited scholarly
attention. Consequently, we investigated the impacts of perceived
organizational support (POS) and agreeableness personality trait
on the commitment to customer service. A self-administered
questionnaire was distributed among the sales employees and their
respective supervisors those who employed in four textile shops in
Ratnapura municipal council area. We received 152 pairs of
matched responses consisting of a questionnaire rated by the
employees on POS and agreeableness, a rating of supervisor on
employee’s commitment to customer service. Data were analyzed
by using Hayes macro Process in SPSS. Results revealed that POS
has a positive and significant impact on the commitment to
customer service. Also, agreeableness moderated the impact of POS
and the commitment to customer service. Our study extended
commitment to a new target of commitment to customer service. It
also reveals the importance of caring and full-filling socio-emotional
needs of employees, while ensuring the employees are having
agreeableness trait during the stages of recruitment and selection.
