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Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior

Structural relationships between organizational service orientation, contact employee job... Purpose – The purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB) of customer‐contact employees. Design/methodology/approach – Questionnaires were carried out in 149 hotel firms. One customer‐contact employee and the manager provide the data in each hotel. The constructs were measured using existing scales. Structural equation models were used to examine the effects. Findings – The empirical results enable one to identify the dimensions of OSO on which the managers of hotel firms should place greater emphasis in order to stimulate employee job satisfaction and OCB. Research limitations/implications – The results are limited by the specificity of the geographic context. It would be of interest to complete the model by incorporating other variables, such as employees' trust of management, role conflict and role ambiguity, and measures of performance such as service quality. Practical implications – The results indicate that managers must use service communicative leadership and service encounter practices to influence directly employee OCB and human resource management to improve employee job satisfaction and OCB. Originality/value – The paper provides empirical evidence about the positive effect of the OSO on employee job satisfaction and citizenship behavior in the hospitality industry. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior

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Publisher
Emerald Publishing
Copyright
Copyright © 2006 Emerald Group Publishing Limited. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564230610651561
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB) of customer‐contact employees. Design/methodology/approach – Questionnaires were carried out in 149 hotel firms. One customer‐contact employee and the manager provide the data in each hotel. The constructs were measured using existing scales. Structural equation models were used to examine the effects. Findings – The empirical results enable one to identify the dimensions of OSO on which the managers of hotel firms should place greater emphasis in order to stimulate employee job satisfaction and OCB. Research limitations/implications – The results are limited by the specificity of the geographic context. It would be of interest to complete the model by incorporating other variables, such as employees' trust of management, role conflict and role ambiguity, and measures of performance such as service quality. Practical implications – The results indicate that managers must use service communicative leadership and service encounter practices to influence directly employee OCB and human resource management to improve employee job satisfaction and OCB. Originality/value – The paper provides empirical evidence about the positive effect of the OSO on employee job satisfaction and citizenship behavior in the hospitality industry.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Jan 1, 2006

Keywords: Organizational effectiveness; Service control; Job satisfaction; Customer‐relations; Service industries

References