Readiness for Organizational Change as a Mediator of Psychological Capital and Servant Leadership toward Customer-Oriented Organizational Citizenship Behavior

Marina Sulastiana, Lala Septiyani Sembiring, Mohammad Rahim Kamaluddin, Anissa Lestari Kadiyono, Zainal Abidin, Rezki Ashriyana Sulistiobudi

Abstract

The policy of the Indonesian government to merge several similar companies into one company under one holding company has resulted in many changes to the organization. Managers are the locomotive in dealing with changes, and few studies have examined customer-oriented organizational citizenship behavior. This study aims to examine the role of managers’ psychological capital and servant leadership in their customer-oriented-organizational citizenship behavior, which mediates readiness for organizational change. Using a quantitative explanatory method (on the responses of 429 lower and middle managers in the manufacturing state-owned enterprises in Indonesia), the mediating role of readiness for organizational change on the impact of psychological capital and servant leadership on customer-oriented organizational citizenship behavior was tested. The research confirmed that psychological capital and servant leadership influenced readiness for organizational change. As a personal characteristic, psychological capital had a greater influence than the perception of great servant leadership. Readiness for organizational change has a moderately mediated relationship between psychological capital and servant leadership to customer-oriented organizational citizenship behavior. Psychological capital factors are personal resources that significantly determine the customer-oriented-organizational citizenship behavior mediated by readiness for organizational change than great servant leadership. The results imply the management’s need to improve its psychological capital to enhance readiness for change. This should be followed by improving servant leadership in leading managers as subordinates.

 

Keywords: readiness for organizational change, psychological capital, servant leadership, customer-oriented organizational citizenship behavior.

 

https://doi.org/10.55463/issn.1674-2974.50.11.9


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