Industry as Contexts or Theory? A Systematic and Meta-Analysis of Status and Directions of Organizational Citizenship Behaviors in Hospitality

Abstract

Owing to the service-oriented nature of hospitality organizations, organizational citizenship behavior (OCB) has drawn increasing attention from hospitality researchers over the last two decades. Taking a systematic and meta-analytical approach, this study presents a comprehensive picture of the status, conceptual and measurement frameworks, fundamental theories, method, antecedents, consequences, and meta-analytical relationships among popular variables. In addition, the study points out research gaps and future directions for hospitality OCB research, drawing on comparison with mainstream OCB literature. In particular, there is a need for more holistic, reliable, and validated OCB frameworks and measures for different hospitality contexts; a need for research on the consequences of OCB at the level of customers, coworkers, and employees; and more rigorous research methodologies. The findings further suggest that the unique characteristics of hospitality organizations not only provide meaningful contexts but also broaden and deepen the scope of OCB theories.

Keywords

organizational citizenship behavior hospitality systematic synthesis meta-analysis future direction broadening and deepening theory

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