Extra-Role Behaviors for Sustainable Organization Management

Dear Colleagues,

In the increasingly unpredictable, fast-changing business environment, organizations equipped with adaptive and collaborative capabilities are most likely to survive. Accordingly, extra-role behaviors as a key component of prosocial, flexible, and collaborative interactions in organizational settings have gained enduring research interest. Indeed, extra-role behaviors have been associated with increased productivity, work engagement, job satisfaction, service quality, and customer satisfaction and loyalty. Our understanding, however, is still limited in terms of the psychological processes underlying extra-role behaviors and the conditions that foster or hamper them.

The notion of extra-role behaviors has received extensive attention across diverse fields of research including management, marketing, psychology, sociology, and behavioral economics. In the management field, citizenship behavior toward the organization and coworkers indicates actions individual employees voluntarily undertake, allowing the organization to function more effectively. Examples include helping colleagues in need and putting more effort into the job even when not required. In service settings, the provision of outstanding service to customers requires greater adaptability and integrative service efforts that often necessitate employees to go beyond the call of duty and engage in extra-role service behaviors. Given that growing customer demands often require collaborative and integrative service efforts, extra-role service behaviors have become ever more crucial in the service industry. Extra-role service behaviors can be directed at customers by going above and beyond the formal job descriptions for customers or directed at coworkers by coordinating their service behaviors and providing collaborative service efforts. A related stream of research focuses on customer citizenship behavior that includes extra-role behavior on the part of customers such as treating service employees fairly and spreading positive comments on the products or services.

This Special Issue aims to deepen the current understanding of the psychological processes and outcomes of extra-role behaviors and the contexts that promote such behaviors across diverse fields of research. We encourage submissions of empirical and conceptual research from any theoretical perspectives that fall broadly into the following topics. Submissions in related areas that include valuable discussions in these directions are also welcomed.

• The cognitive and affective processes underlying extra-role behavior;
• The conditions and contexts that promote extra-role behavior;
• The outcomes of extra-role behavior;
• Citizenship behavior toward organization, coworkers and customers;
• Customer-helping behavior;
• Customer citizenship behavior.

Dr. Seung-Yoon Rhee
Dr. Hyewon Park
Guest Editors

Manuscript Submission Information

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• extra-role behavior
• prosocial behavior
• extra-role service behavior
• customer-helping behavior
• customer stewardship
• organizational citizenship behavior
• customer citizenship behavior