Article ID Journal Published Year Pages File Type
7420304 Journal of Hospitality and Tourism Management 2018 19 Pages PDF
Abstract
This paper attempts to identify the antecedents of organizational citizenship behavior (OCB) in the hospitality industry and to determine their causal relationships. As a case study, experts with key positions in top hotels and restaurants in Cebu, Philippines were asked to identify the OCB antecedents they observe and experience in practice. Using fuzzy DEMATEL to understand the causal relationships with imprecise information, organizational commitment emerged as the most prominent antecedent with the highest number of impact, both given and received. Furthermore, human resource practices appeared as the most influential antecedent, which showed a higher degree of causality to the other antecedents. Finally, job satisfaction and employee engagement have the highest number of impacts received which means that they are more dependent on other antecedents in the list. These findings may serve as guidelines in making resource allocation decisions, employee performance evaluation and human resource strategy formulation, among others.
Related Topics
Social Sciences and Humanities Business, Management and Accounting Tourism, Leisure and Hospitality Management
Authors
, , ,