The Antecedents of Organisation Citizenship Behaviour: An Investigation of China’s Hospitality Industry

Jiang, Kai (2013). The Antecedents of Organisation Citizenship Behaviour: An Investigation of China’s Hospitality Industry Honours Thesis, School of Tourism, The University of Queensland.

       
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Author Jiang, Kai
Thesis Title The Antecedents of Organisation Citizenship Behaviour: An Investigation of China’s Hospitality Industry
School, Centre or Institute School of Tourism
Institution The University of Queensland
Publication date 2013-11
Thesis type Honours Thesis
Supervisor Jie Wang
Total pages 147
Language eng
Subjects 1506 Tourism
Abstract/Summary In recognition of the growing importance of managing service contact employee in hospitality industry, given the situation that China is facing significant aging population issues, it is crucial to understand how to motivate employee to perform discretionary behaviour that is benefit for organization, which is called organizational citizenship behaviour. This thesis draws upon theories of gender role theory, social exchange theory and reciprocity theory. Using a quantitative approach, in this study, paper-based questionnaires were used for data collection. The target population for this study was frontline employees currently working in the hospitality industry in China. Although determining the dimensions of OCB has been extensively discussed over the last two decades, most of existing OCB measurements were designed for manufacturing business. Given the situation of hospitality industry involves a large portion of interaction between frontline employees and customer, this study adopts an OCB framework that was designed especially for hospitality industry. While previous studies have generally investigated the antecedents of OCB in multiple cultural context and industries, there are four antecedents have been found to be under-addressed in the context of China‟s hospitality industry; namely employee gender, generation, perceived organizational support, and job satisfaction. This study examined the relationship between OCB and those antecedents in the context of China‟s hospitality industry. Results from this study revealed that a positive correlation relationship between employee perceived organizational support and the performance of OCB existed. Job satisfaction was found only related to organization-directed OCB and customer-directed OCB but not related to individual-directed OCB. Additionally, consistent with the generational characteristics, old generation was found to be more likely to exhibit OCB than younger generations. When compared the OCB performance between male and female employees, surprisingly, no significant difference has been found. This study contributes theoretically to the literature of The Antecedents of Organisation Citizenship Behaviour: An Investigation of China‟s Hospitality Industry 4 OCB by not only confirming the previous studies on OCB predictors, but also extending it by examining the concept in a different geographical and occupational context. Practical implications have been identified for hospitality operators.

 
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Created: Thu, 05 Jun 2014, 12:09:27 EST by Susan Peeters on behalf of UQ Business School