Internal CSR and work-family facilitation: A dual mechanism of organizational citizenship behaviors and moderating role of emotional intelligence

Abstract

Organizational citizenship behavior (OCB) has been extensively studied in tourism research for its antecedents, with less focus on its consequences. This study aims to bridge this gap by utilizing the Conservation of Resources theory to formulate and investigate the relationship between internal corporate social responsibility (CSR) and work-family facilitation (WFF) through the mediating roles of customer-oriented OCB (CO-OCB) and environment-oriented OCB (EO-OCB). Additionally, this study explores emotional intelligence (EI) as a potential boundary condition in the linkages between internal CSR and OCBs. Based on a sample of 212 employees working for Asian airlines, the findings reveal that both customer and environment-oriented OCBs partially mediate the relationship between internal CSR and WFF. The dual mediation findings reveal that EO-OCB has a stronger mediating effect on the relationship between internal CSR and WFF than CO-OCB. Furthermore, the study shows that the impacts of internal CSR on both types of OCB are more pronounced among employees with high EI. This study contributes to the OCB literature by shedding light not only on the antecedents and outcomes of OCBs but also on the boundary conditions under which internal CSR influences OCBs.