Shaping the organizational citizenship behavior or workplace deviance: Key determining factors in the hospitality workforce

Chi Ting Chen, Hsin Hui Sunny Hu, Brian King

Research output: Journal article publicationJournal articleAcademic researchpeer-review

21 Citations (Scopus)

Abstract

This study explores the organizational citizenship and workplace deviance behavior of hotel employees. In particular, it examines the influence of service climate, ethical values, and individual characteristics on such behaviors. The researchers administered a survey to upscale hotels across Taiwan. Of the total of 500 that were distributed, 308 useable questionnaires were returned for a response rate of 61.6%. The results provide evidence of a link between individual characteristics both organizational citizenship and workplace deviant behaviors. Service climate and ethical value were identified as antecedents of both positive and negative employee behaviors. The study indicates that both organizational factors and individual characteristics play a critical role in shaping the organizational citizenship and workplace deviance behaviors of hospitality employees. This diagnosis offers insights for hospitality firms when determining potential actions that may enhance the job performance of employees.

Original languageEnglish
Pages (from-to)1-8
Number of pages8
JournalJournal of Hospitality and Tourism Management
Volume35
DOIs
Publication statusPublished - Jun 2018

Keywords

  • Corporate ethical values
  • Hotel industry
  • Organizational citizenship behaviors
  • Service climate
  • Workplace deviance

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management

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