Psychological Capital and Ethical Work Climate Effects on Employees’ Service Behavior: Evidence from Iran

Researches on the psychological drivers affecting employees’ work engagement is insignificant and scare. Psychological capital and ethical work climate are two important of those drivers that their impact on work engagement haven’t investigated. The aim of this study is investigating psychological capital and ethical work climate effect on employees’ service behavior by mediating role of employees’ work engagement. The statistical population of this study includes 7000 employees of National Iranian Oil Product Distribution Company. 394 employees were the minimum sample by questionnaire data collected from 397 employees. Confirmatory factor analysis and structural equation modeling were used to data analysis. Results showed that psychological capital and ethical work climate have direct and significant effect on employees’ work engagement. Also results showed their effects on service behavior. At last work engagement effect on employees’ service behavior confirmed. Managers by improving employees’ work engagement can have significant effect on employees’ service performance and employee by providing high quality services can quarantine customers satisfaction, benefit for stakeholders and business survive. Managers and business owners especially in services sector through creating and developing ethical climate in business and through emphasizing on workers psychological derivers by education can improve work engagement.