Individual and organisational predictors of prosocial service behaviour amongemployees in cruise line industry

Ova disertacija pruža uvid u strukturu povezanosti LMX razmene, emocionalne inteligencije i prosocijalnog ponašanja (iznad okvira radnih uloga, unutar okvira radnih uloga i kooperativnosti) zaposlenih na rečnim kruzerima. Anketno istraživanje je sprovedeno na uzorku od 270 zaposlenih na 12 luksuznih kruzera koji krstare evropskim rekama. LMX razmena i emocionalna inteligencija su se pokazali kao prediktori prosocijalnog ponašanja izvan okvira radnih uloga, unutar okvira radnih uloga i kooperativnosti. Utvrđeno je medijatorno dejstvo LMX razmene na vezu između upravljanja emocijama i prosocijalnog ponašanja unutar radnih uloga, pri čemu LMX razmena umanjuje uticaj upravljanja emocijama na ovaj domen prosocijalnog ponašanja. Takođe, LMX razmena vrši medijatornu funkciju na vezu između empatije i kooperativnosti pri čemu se uticaj empatije umanjuje. Zaključno, utvrđeno je medijatorno dejstvo LMX razmene na vezu između samosvesti i kooperativnosti pri čemu LMX razmena umanjuje uticaj samosvesti. Na osnovu ovih rezultata, prikazan je praktični i naučni doprinos istraživanja.This research provides an insight into the relationship structure of LMX exchange, emotional intelligence, and prosocial service behavior (extra-role, in-role behavior and cooperativeness) of employees in cruise industry. The survey was conducted on a sample of 270 respondents employed on twelve luxury river cruise ships that cruise European rivers. LMX exchange and emotional intelligence turned out to be predictors of extra-role, in-role behaviour and cooperativeness, whereby LMX has a mediating function on the relation between between the management of emotions and in-role behavior, where LMX reduces the impact of management of emotions. Also, LMX exchange has a mediating function on the relation between the empathy and cooperation whereby the influence of empathy is reduced. In conclusion, it was found that LMX exchange has a mediating function on the relation between the self- awareness and cooperation whereby LMX exchange reduces the impact of self-awareness. Based on these findings, both managerial and research implications are presented