The Effect of Work Ethics on Proactive Customer Service Performance and Employee Emotional Commitment: The Mediating Role of Incentive Policies

The main purpose of the present study is to investigate the effect of work ethic atmosphere on proactive customer performance and employees' emotional commitment with regard to the mediating role of incentive system policies in the Hoopad Darya Shipping Company. This study is applied and the data collection was done through a questionnaire and its validity and reliability were confirmed. The statistical population of this study includes all employees of Maritime Hoopad Shipping Company. Accordingly, a sample of 280 individuals was studied. Correlation tests and structural equation modeling were also used to analyze the research data. The results of the research showed that the atmosphere of work ethics had a significant relationship with the employees' emotional commitment, the active performance of the customer service, and the incentives policies. On the other hand, incentive policies affect employees' emotional commitment, but incentive policies do not affect the proactive performance of customer service.