Servant leadership and customer OCB: moderation effect of altruistic values amongst family hotels employees (original) (raw)
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Servant leadership and organizational citizenship behavior
International Journal of Contemporary Hospitality Management
Purpose This paper aims to process underlying the relationship between supervisor servant leadership and employee organizational citizenship behavior (OCB) in hotels. Specifically, it analyzes the mediating role of empathy – individual level – and service climate – group level – in the relationship between supervisor servant leadership and employee OCB. Design/methodology/approach The empirical analysis uses original data on hotels located in historic cities in Spain. A survey provided a sample of 343 work-group-level (supervisors) and 835 individual-level (employee) from a sample of 171 hotels. Findings The most interesting finding is the indirect effect of supervisor servant leadership on employee OCB through the mediating role of both employee empathy – individual level – and group service climate – group level. Practical implications The findings suggest that hotel supervisors should adopt servant leadership to enhance OCB in their workgroups. This paper also provides insights i...
The main objective of this research is to determine the relation among applications of servant leadership in hotel managements and organizational citizenship and performance of employees along with their effect on each other. Furthermore, determining whether these variables change in respect to some demographic qualifications is among the aim of this research. A questionnaire is used in order to collect data for this research. To that end, the questionnaire is conducted to 260 employees working in hotels having tourism operation license in Gaziantep. According to the result of correlation analysis, a significant degree of positive correlation among servant leadership dimensions and organizational citizenship behavior dimensions and level of employees' performance has been determined. When regression analysis is examined, variables such as altruism, courtesy, civic virtue, conscientiousness, sportsmanship and employee's performance can be explained by five independent variables of servant leadership dimensions.
Impact of Organizational Citizenship Behavior on Perceived Service Quality in Hotel Industry
2020
Though the prior studies have examined the service quality and organizational citizenship behavior in hotel industry, limited understanding exists on how the service quality could be enhanced by effective organizational citizenship behavior (OCB) of customer-contact employees of unclassified hotels. This study concerns about how OCB of customer-contact employees would impact the perceived quality of the customers. Accordingly, it is endeavored to empirically examine the impact OCB of customer contact employees on the service quality in hotel industry. A total of 70 unclassified hotels were selected randomly from the Southern Province, Sri Lanka. The sample consisted of 215 customer-contact employees and 375 customers of these hotels. Structured questionnaires were administered for data collection. Smart-PLS 3 package was used for running the analysis of SEM. The results indicate that the impact of service oriented organizational citizenship behavior on service quality is statistical...
International Journal of Management and Sustainability, 2015
This study examines the effects servant leader behaviors on employee organizational citizenship behaviors for the individual (OCB-I) among low and middle level employees of utility sector organizations in Nigeria. Specifically, this study examined the role of five servant leader behaviors-emotional healing, creating value for the community, conceptual skills, helping subordinates grow and succeed and putting subordinates first-on one major forms of employee citizenship behaviors-organizational citizenship behaviors that benefit the individual (OCB-I), A sample of 325 employees was used for empirical testing, and Partial Least Squares Method (PLS) algorithm and bootstrap techniques were used to test the hypothesized relationships. The results provided support for most of the hypothesized relationships except two. Specifically, emotional healing, conceptual skills, helping subordinates grow and succeed, putting subordinates first, are significantly and positively related to both OCB-I. However, creating value for the community is significantly but negatively related to OCB-I. Therefore, significant positive effects of emotional healing, conceptual skills, helping subordinates grow and succeed, and putting subordinates first suggest that the servant leader constructs are important in motivating followers' OCB-I in organizations. Enhanced performance of OCB-I can improve the overall effective function of organizations. Contributions, limitations, and implications are discussed.
Servant Leadership and Organizational Citizenship Behaviour Among Employees of Service Sector
This study is aimed at testing different parameters like servant leadership and organizational Citizenship Behavior (OCB) which will help employees of service organizations like banking to work more efficiently and effectively towards achieving individual and organizational goal. Many studies have been conducted on these parameters to gain improved understanding of the forces and analyzing the factors present servant leadership and organizational Citizenship Behavior and the role of these in boosting or jeopardizing business but the present study evaluated the impact of servant leadership on organizational citizenship behaviors. The study included the employees working in insurance, telecom and banking sector of Gwalior region. The measures for both variables were standardized again in the Indian context through consistency tools like Item to total correlation, Cronbach Alpha. The results showed that servant leadership has significant positive impact on organizational citizenship be...
Investigation of Organizational Citizenship Behavior of Hotel Employees by Structural Equation Model
The aim of this study is to determine the level of organizational citizenship behavior of the employees in the hotel businesses operating in the province of Rize in the Black Sea Region of Turkey. For this purpose, 345 questionnaires were applied to the employees in question. The obtained data were analyzed through LISREL and SPSS programs. As a result of confirmatory factor analysis which was performed to determine the organizational citizenship behaviors of the participants, it was found out that there are significant positive relationships among organizational citizenship behavior factors. In this context , the most effective variable on the altruism factor was found to be " I do not hesitate to share the materials with my co-workers in the case of job related problems. " with a ratio of 0.99. One the most effective variables on the conscientiousness factor was detected as " I spend most of my time in business related activities " with a ratio of 0.94. On the other hand, " I warn other employees not to be hurt when unexpected problems occur " variable with a ratio of 0.95 was determined on the courtesy factor. It was also figured out on the sportsmanship factor that " I do not my waste time complaining about minor problems. " variable has ratio of 0.89. " I keep up with the changes made in the structure of the organization I work with. " variable is influential with a ratio of 0.95 on the Civic Virtue factor. In addition, it was revealed that conscien-tiousness and sportsmanship factors have an effect between each other with a ratio of 0.53.
The purpose of the study was to examine the relationship between perceived organizational support and organizational citizenship behaviour in the Nigerian Hospitality Industry. The five measures of organizational citizenship behaviour which we used as our criterion variable were altruism, conscientiousness, civic virtue, courtesy and sportsmanship. The study units comprised managers and workers and hence the corresponding level of analysis was the micro-level. The cross sectional survey was conducted with a sample size of 1450 workers drawn from a population of 3768 workers. The scales used were within the acceptable Cronbach Alpha values of 0.7, which was interpreted to be reliable. A total of 1,093 copies of completed and usable questionnaire was used for data analysis. Furthermore, descriptive statistics were computed at the primary level of analysis, while the Spearman Rank Order Coefficient was used at the secondary level of analysis. The result of the analysis showed that there is a positive and weak significant association between organizational support and altruism, civic virtue and sportsmanship, while a strong relationship was found between organizational support and conscientiousness and courtesy. The study finally recommends that management should develop support toward workers input that will promote personal well-being and enhance extra discretionary behaviour
Organizational Citizenship Behavior Factor Structure among Employees in Hotel Industry
International Journal …, 2009
Most of the literature on organizational citizenship behavior (OCB) was developed in the West, mainly North America. Not much is known about the meaningfulness and categories of OCB in other cultural environment such as Malaysia. This study investigates the dimensionality of OCB using a sample of hotel employees. Factors analysis of OCB items as rated by superiors revealed 5 dimensions, labeled as helping behavior, sportsmanship, conscientiousness, patience and civic virtue. Factor analysis of OCB items based on self-ratings (non manager employees) resulted in six dimensions, named as altruism, courtesy, conscientiousness, sportsmanship, effort expended and civic virtue. These results show that the forms of OCB seem to hold relatively well in another international context, although there are some differences.
EJBMR, European Journal of Business and Management Research, 2019
This study aims to analyze the role of organizational citizenship behavior in explaining the influence of organizational support and work environment on employee work performance at the Grand Asia Hotel Makassar. The sampling method used is non-probability sampling that is 77 respondents. The analysis used in hypothesis testing is Structural Equation Modeling (SEM) with the help of WarpPLS Software version, 6.0. The results of this study indicate that organizational support has a positive and significant effect on organizational citizenship behavior, work environment has a positive and significant effect on organizational citizenship behavior, organizational citizenship behavior, organizational support has a positive and significant effect on employee work performance, the work environment has a positive and not significant effect on employee work performance, organizational support has a positive and significant effect on employee work performance mediated by organizational citizenship behavior, work environment has a positive and significant effect on employee work performance mediated by organizational citizenship behavior. In this study organizational citizenship behavior is proven to be a mediating variable.
Jurnal aplikasi manajemen, 2018
This study aims to investigate the complexities effect of servant leadership and employee performance and the moderating role of organizational citizenship behaviors (OCB) on the relationship between servant leadership and employee performance. Servant leadership measured using empowerment, love, humility, trust, and vision. This Study collected data from 154 respondents using questionnaire method. The analysis tool in this research is Structural Equation Modeling (SEM) using generalized structured component analysis (GeSCA). From the results of model testing is known that the required goodness of fit test value is FIT, AFIT, GFI, SRMR, and NPAR with using GeSCA. Based on the results of hypothesis testing are known: there is a positive influence on the servant leadership to the employee performance. OCBstrengthen the role of the relationship between servant leadership for employee performance. Suggestions for future research is to develop research by adding indicators or adding other variables on other organization with different characteristic.