An investigation of antecedents of organizational citizenship behavior in the Turkish hospitality industry: a structural equation approach

Abstract

Purpose – This paper aims to investigate the relationships between organizational citizenship behavior (OCB) and its antecedents – job satisfaction (JS), affective commitment (AC), organizational justice (OJ) and charismatic leadership (CL); the relationships among its antecedents; and mediating roles of JS and AC in the relationships between CL and OCB and between OJ and OCB in the Turkish hospitality industry in Antalya region. Improving OCB in the hospitality industry, as in other industries, plays an important role in increasing service quality and organization performance. Design/methodology/approach – The sample used for this study consisted of 768 employees working in 18 hotels (4- or 5-Star) in the Antalya region of Turkey. The data collection methodology of the study was a questionnaire survey which was administered through drop-and-collect methodology. The analysis methodology of the study was structural equation modeling. Findings – The findings indicated that both AC and JS mediated the relationship between CL and OCB, as well as between OJ and OCB. Guiding employees by charismatic leaders as well as securing OJ at workplaces in hospitality organizations in the Antalya region of Turkey contribute to OCB positively; however, JS and AC mediate this relationship. Thus, it is assumed that managers should take steps to improve the AC and JS attributes of their employees. In addition, unlike empirical findings in hospitality management literature, this research could not find any direct relationship between CL and OCB. Research limitations/implications – The present study provides practical implications for hotel managers who may be searching for ways in which to increase OCB and firm performance. The sample is confined to the hospitality industry, thus the generalization of findings to other industries might be limited. Hence, the authors suggest future studies which better enable comparison among various industries. Originality/value – The novelty of the present study arises from two points: incorporating a CL variable into the study’s model regarding the antecedents of OCB and investigating the mediating roles of JS and AC between CL and OCB as well as between OJ and OCB within the hospitality management industry.

Impact of Organizational Citizenship Behaviour on Customer Satisfaction

“…There are many previous studies that examined the impact of OCB on the customer satisfaction (Bilgin et al, 2015;Palouzian & Hosseini, 2016;Smith et al, 1983). However, the difference of this research is to empirically find this positive correlation in small-medium enterprises in a developing country, which we could not find similar studies in the literature.…”

Why leadership style matters: a closer look at transformational leadership and internal marketing

“…Besides affecting employees, transformational leadership influences organizational climate (Kao 2015). According to the norm of reciprocity, the employees who receive individual support from their leaders are more likely to demonstrate higher organizational citizenship behavior (OCB), which assists the leader (Podsakoff et al 2000;Bilgin et al 2015). Other studies suggest that individualized attention of leaders to subordinates nurtures rust, respect, and motivation of employees to work beyond expectations (Walumbwa et al 2005).…”

The Impact of Retail Setting Antecedents on Organizational Citizenship Behavior through Job Satisfaction

“…Consequently, the purpose of the study is to measure the impact of retail system antecedents (Leadership support, Empowerment and Professional Development) on the organizational citizenship behavior through job satisfaction as a mediating variable. To express the study's problem the researchers relied on the recommendations of Alotaibi, A.G. (2001), (Halepota & Shah, 2011); Jha, (2014) Bilgin, et al, (2015); (Jain, 2016); Ahmad, & Zafar, (2018), (Dai et al, 2018); and (Rubel & Rahman, 2018) who underlined the value of citizenship behavior, and the positive yield organizations got to confront the threat of competitors, and to achieve better outcomes.…”

“…According to Singh,& Singh, (2019) through OCB employees go beyond the contract conditions signed by them when they hired, they perform non-compulsory tasks without expecting any compensations or recognition by the organization. The individual does not expect any kind of return for all these activities, at the same time the absence of these actions will not be penalized (Bilgin, et al, 2015).…”

“…Job satisfaction is defined as the "pleasurable and positive emotional state deriving from one's performance appraisal in task accomplishment" (Bilgin et al, 2015).…”