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학제간연구 과학기술학 뇌인지과학 기술정책 기타 복합학

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논문 기본 정보

자료유형
학술저널
저자정보
장지철 (Kansas State University) 서재범 (Kansas State Univ.) 권혜진 (Oklahoma State University)
저널정보
제주대학교 관광과경영경제연구소 산경논집 산경논집 제37권 제4호
발행연도
2017.1
수록면
5 - 12 (8page)

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초록· 키워드

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Purpose – The primary purpose of this study is to attempt to advance knowledge of organizational citizenship behaviors (OCB) by integrating the macro and micro perspectives by proposing a multi-level framework in the hospitality industry. Research design, data, and methodology - We recommend the future researchers to adopt a multi-level approach. That is, this study is a cross-level design with a sample of hotel employees as well as hotel customers. As the data collected will be multi-level nature, we will use hierarchical liner modeling (HLM) to examine the relationships between individual- and firm-level variables. Results - Although the topic of organizational citizenship behaviors (OCB) has been popular in management literature, OCB in the hospitality industry is yet to be fully examined. Understanding OCB in the hospitality is important due to the boundary-spanning role. In the service literature, customer satisfaction is largely influenced by the attitudes and behaviors of service employees (Delcourt, Gremler, van Riel, & van Birgelen, 2013; Parasuraman, Zeithaml, & Berry, 1988). According to a meta-analysis by conducted by Podsakoff, Whiting, and Blume (2009) show the positive effect of OCB on employee performance. That is, employees who are willing to engage in the additional discretionary behavior beyond role-specified behaviors are more likely to show a high level of job performance which may ultimately lead to positive customer satisfaction. Conclusion - While previous studies have shown the impact of OCB on job performance (e.g., Podsakoff, Whiting, & Blume, 2009), research examining the relationship between OCB and service quality in the hospitality industry has been rather limited. Thus, first contribution of our study is to examine the impact of OCB on customer perceived service quality. Second, prior studies have yet to consider the dynamic interplay between the individual-level and contextual factors at the same time in the hospitality management literature. Our study contributes to hospitality management literature by developing an effective conceptual model examining the impact of individual and context difference simultaneously on OCB using a multi-level approach. Finally, our study contributes to hospitality management literature and OCB literature by focusing on the interaction across the levels to see whether the effect of customer orientation and perceived organizational support on OCB may vary across the different organizational cultures.

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참고문헌 (50)

참고문헌 신청
Ashforth, B. E. / 1985 / Climate formation : Issues and extensions / Academy of Management Review 10(4):837~847 google schola Bateman, T. S. / 1983 / Job satisfaction and the good soldier : The relationship between affect and employee citizenship / Academy of Management Journal 26(4):587~595 google schola Bell, S. J. / 2002 / The employeeorganization relationship, organizational citizenship behaviors, and superior service quality / Journal of Retailing 78(2):131~146 google schola Bettencourt, L. A. / 1997 / Contact employees : Relationships among workplace fairness, job satisfaction and prosocial service behaviors / Journal of Retailing 73(1):39~61 google schola Bitner, M. J. / 1990 / Evaluating service encounters : the effects of physical surroundings and employee responses / Journal of Marketing 54:69~82 google schola

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