Utilize OCB-C-Driven Learning Mechanism to Empower Employees as Good Citizens: Perspective of Trial-and-Error Learning Theory

Based on trial-and-error learning theory, this study proposes an OCB-C (Organizational Citizenship Behavior toward customers)-driven social learning mechanism for the formation of other two types of OCB (OCB-O toward organizations and OCB-I toward coworkers). In this process, we propose that each of the employee empowerment factors play vital trial-and-error opportunities for employees to perform OCB-C, offering employees chances to learn from errors and gain positive affect. A total of 422 respondents were collected from employees at upscale hotels. We found that two empowerment factors (i.e., work competency and employee impact) supported OCB-C. Engaging in OCB-C not only led to the increase of learning from errors and positive affect, but also the increase of OCB-O and OCB-I. In addition, while learning from errors assisted employees to exercise OCB-O and OCB-I, positive affect helped employees to contribute OCB-O.