Psychological capital, Psychosocial safety climate and customer and employee extra-role behaviors

The research aimed to investigate the effects of positive psychological capital and psychosocial safety climate on extra-role customer engagement behavior through the mediating role of employee task-related extra-role behaviors specified as employees’ adaptive and proactive behaviors. This study also examined the moderating role of psychosocial safety climate in the relationship between psychological capital and employees’ task-related behaviors. The research objective was empirical, and the study used a survey-correlation method. 200 dyads of employees and customers of insurance companies have been selected using simple random and stratified random sampling techniques. To analyze data, a structural equation technique using SPSS 24 and Amos 23 and a linear regression method using Process macro were used. The findings showed that psychological capital and psychosocial safety climate directly positively affected employees’ task-related extra-role behaviors. The results also confirmed that employee task-related extra-role behaviors were significantly related to customer extra-role engagement. Finally, the findings revealed that psychosocial safety climate interacting with psychological capital had a positive effect on employees’ task-related extra-role behaviors.