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.