Serve perfectly, being happier: A perfectionistic perspective on customer-driven hotel employee citizenship behavior and well-being

This study examines whether and how employee perfectionism influences the mechanism of customer-driven organizational citizenship behavior (OCB) and the later formation of employee well-being. Customer-driven OCB, conceptualized in this study, comprises the dual effects of OCB toward customers (OCB-C) on OCB toward a work organization (OCB-O) and OCB toward coworkers (OCB-I). Drawing on a perfectionistic perspective with the conservation of resources theory (COR), this study proposes that perfectionism leads to customer-driven OCB, which then influences employee work and home well-being. Using multi-phase data collected from hotel employees, results confirm that self-oriented perfectionism improves OCB-C, as well as the positive effects of OCB-C on OCB-O, OCB-I, work well-being, and home well-being. Moreover, OCB-O supports employee work well-being. This study not only demonstrates the importance of service employees' self-oriented perfectionism in motivating OCB-C but also clarifies the effects of OCB-C on improving other types of OCB and well-being.