Psychosocial safety climate and psychological capital for positive customer behavioral intentions in service organizations

Purpose The purpose of this paper is to articulate a synergic-mediated model positive service behaviors enabled by what could be called “psychosocial resource caravan” for improved customer behavioral intentions help organizations especially during coronavirus disease 2019 (COVID-19) crisis. Design/methodology/approach This adopts multi-level approach and based on organizational behavior occupational health safety literature. An empirical study has been developed tested using quantitative approach. Findings offers theoretical framework proposing that psychosocially safe work environment (psychosocial climate (PSC)) interacts with employees' psychological capital (PsyCap) facilitate influence customers' intentions. As PsyCap PSC have origin, respectively, in different levels, those both can combine create context encounters. proposed operationalized then the reliability validity constructs examined. A series CFAs conducted fitness prosed was compared other possible models. showed better plausible All hypotheses were also significant. Originality/value integrates literature consider conditions behaviors. High levels among team members working environment, i.e. impact customers through articulation presented invites future research synergic nature psychosocial resources. suggests some key points operationalize caravan.”