A Model for the Effects of Ethical Work Climate, Organizational Trust and Proactive Customer Services Performance: The Role of Perceived Politicizing in Organization’s Reward System

This research aims to investigate the effects of ethical work climate on organizational trust and proactive customer service performance while the mediating role of perceived politicizing in organization’s reward system is considered as well. Statistical population consisted of all employees of Pasargad Insurance Company. By applying random sampling method, 260 employees were selected. Data were collected by questionnaires and were analyzed through structural equation modeling. Findings show that ethical work climate has a positive and significant effect on organizational trust and proactive customer services performance and has a negative and significant effect on perceived politicizing in organization’s reward system. Results show that perceived politicizing in organization’s reward system has a negative impact on organizational trust. Also, findings show that perceived ethical work climate has an indirect effect on organizational trust through perceived politicizing organization’s reward system but this indirect effect on proactive customer service performance is not confirmed.