Journal
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
Volume 30, Issue 3, Pages 680-688Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2010.12.003
Keywords
OCB-O; OCB-I; OCB-C; Social exchange
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This study developed and empirically tested a three-dimensional framework of organizational citizenship behavior (OCB) in the hotel industry. Using a social exchange perspective, the study expanded social exchange theory's emphasis on leader-member exchange to include coworker exchange and customer-employee exchange. The three types of social exchanges were tested as motivators for three types of OCB; organizational, interpersonal and customer. The findings support the distinctiveness of the three types of OCB and the importance of social exchanges as motivators for OCBs. This study contributes to the literature on OCB dimensionality in service organizations, as well as social exchange theory's application to discretionary performance in the hotel industry. (C) 2010 Elsevier Ltd. All rights reserved.
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