Published Online:April 2026
Product Name:The IUP Journal of Organizational Behavior
Product Type:Article
Product Code:IJOB020426
DOI:10.71329/IUPJOB/2026.25.2.31-62
Author Name:Shiwani Singh, Taruna and Jyoti Singh Bharti
Availability:YES
Subject/Domain:Management
Download Format:PDF
Pages:31-62
In the current business era, frontline employees’ organizational citizenship behavior (OCB) is essential for the success, growth, and sustainability of organizations in the service industry. The study investigates the effects of leader-member exchange (LMX), perception of fairness (PF) and thriving at work (THW) on employee happiness (EH) and how EH at work helps in promoting OCB. To achieve the aforementioned purpose, 288 employees working in information technology, retail, insurance and banking sectors were surveyed. Structural equation modeling (SEM) was used to validate the psychometric properties of the suggested model and test the hypotheses. The findings revealed that LMX, PF and THW were significantly positively related to EH. Moreover, the results highlighted that EH was a crucial determinant for predicting OCB. This study suggests that organizations should encourage a high-quality relationship between leaders and subordinates, foster a congenial and transparent work environment and encourage learning and growth to raise the happiness level of employees, which will further contribute to improving the OCB of service sector frontline employees.
The contemporary business climate is getting more challenging, and service sectors need to deliver high-quality service to prevail in the fierce competition and satisfy demanding customer expectations (Iglesias et al., 2019).