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.
AfsarB.BadirY. F. (2016). Person–organization fit, perceived organizational support, and organizational citizenship behavior: The role of job embeddedness. Journal of Human Resources in Hospitality & Tourism, 15(3), 252-278. https://doi.org/10.1080/15332845.2016.1147936
AshforthB. E.HarrisonS. H.CorleyK. G. (2008). Identification in organizations: An examination of four fundamental questions. Journal of Management, 34(3), 325-374. https://doi.org/10.1177/0149206308316059
BaruchY.CohenA. (2007). The dynamics between organizational commitment and professional identity formation at work. In BrownA.KirpalS.RaunerF. (Eds.), Identities at work (pp. 241-260). Springer. https://doi.org/10.1007/978-1-4020-4989-7_9
6.
BatesonJ. E. G. (1977). Do we need service marketing? In EiglierP. (Ed.), Marketing consumer services: New insights (pp. 1-14). Marketing Science Institute.
7.
BayighomogS. W.ArasliH. (2019). Workplace spirituality—Customer engagement Nexus: The mediated role of spiritual leadership on customer–oriented boundary–spanning behaviors. Service Industries Journal, 39(7-8), 637-661. https://doi.org/10.1080/02642069.2019.1570153
8.
BettencourtL. A.BrownS. W. (1997). Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73(1), 39-61. https://doi.org/10.1016/S0022-4359(97)90014-2
9.
BettencourtL. A.GwinnerK. P.MeuterM. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86(1), 29-41. https://doi.org/10.1037/0021-9010.86.1.29
10.
BharadwajaS.LeeL.MaderaJ. M. (2018). Customer evaluations of service-oriented organizational citizenship behaviors: Agentic and communal differences. International Journal of Hospitality Management, 70, 120-129. https://doi.org/10.1016/j.ijhm.2017.10.021
11.
BitnerM. J.BoomsB. H. (1981). Deregulation and the future of the US travel agent industry. Journal of Travel Research, 20(2), 2-7. https://doi.org/10.1177/004728758102000201
12.
BlauP. M. (1964). Exchange & power in social life. Transaction. Routledge.
13.
BolinoM. C.TurnleyW. H. (1999). Measuring impression management in organizations: A scale development based on the Jones and Pittman taxonomy. Organizational Research Methods, 2(2), 187-206. https://doi.org/10.1177/109442819922005
14.
BormanW. C.MotowidloS. J. (1993). Expanding the criterion domain to include elements to contextual performance. In SchmittN.BormanW. C., & Associates (Eds.), Personnel selection in organizations (pp. 71-98). Jossey-Bass.
BowenJ.ShoemakerS. (1998). The antecedents and consequences of customer loyalty. Cornell Hotel Restaurant and Administration Quarterly, 39(1), 12-25. https://doi.org/10.1177/001088049803900104
17.
CardN. A. (2012). Applied meta-analysis for social science research. Guilford Press.
ChengM.EdwardsD.DarcyS.RedfernK. (2018). A tri-method approach to a review of adventure tourism literature: Bibliometric analysis, content analysis, and a quantitative systematic literature review. Journal of Hospitality & Tourism Research, 42(6), 997-1020. https://doi.org/10.1177/1096348016640588
20.
ChoiY. G.KwonJ.KimW. (2013). Effects of attitudes vs experience of workplace fun on employee behaviors: Focused on Generation Y in the hospitality industry. International Journal of Contemporary Hospitality Management, 25(3), 410-427. https://doi.org/10.1108/09596111311311044
21.
ColquittJ. A.ScottB. A.RodellJ. B.LongD. M.ZapataC. P.ConlonD. E.WessonM. J. (2013). Justice at the millennium, a decade later: A meta-analytic test of social exchange and affect-based perspectives. Journal of Applied Psychology, 98(2), 199-236. https://doi.org/10.1037/a0031757
22.
DaiY. D.HouY. H.ChenK. Y.ZhuangW. L. (2018). To help or not to help: Antecedents of hotel employees’ organizational citizenship behavior. International Journal of Contemporary Hospitality Management, 30(3), 1293-1311. https://doi.org/10.1108/IJCHM-03-2016-0160
23.
DharR. L. (2016). Ethical leadership and its impact on service innovative behavior: The role of LMX and job autonomy. Tourism Management, 57, 139-148. https://doi.org/10.1016/j.tourman.2016.05.011
24.
DotyD. H.GlickW. H. (1998). Common methods bias: Does common methods variance really bias results?Organizational Research Method, 1(4), 374-406. https://doi.org/10.1177/109442819814002
25.
EastmanK. (1994). In the eyes of the beholder: An attributional approach to ingratiation and organizational citizenship behavior. Academy of Management Journal, 37(5), 1379-1391. https://doi.org/10.2307/256678
26.
EfratyD.WolfeD. M. (1988). The effects of organizational identification on employee affective and performance responses. Journal of Business and Psychology, 3(1), 105-112. https://doi.org/10.1007/BF01016752
27.
EmamiM.AlizadehZ.NazariK.DarvishiS. (2012). Antecedents and consequences of organisational citizenship behaviour (OCB). Interdisciplinary Journal of Contemporary Research in Business, 3(9). https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2083512
28.
EvansW. R.GoodmanJ. M.DavisW. D. (2010). The impact of perceived corporate citizenship on organizational cynicism, OCB, and employee deviance. Human Performance, 24(1), 79-97. https://doi.org/10.1080/08959285.2010.530632
29.
FalagasM. E.PitsouniE. I.MalietzisG. A.PappasG. (2008). Comparison of PubMed, Scopus, web of science, and Google scholar: Strengths and weaknesses. FASEB Journal, 22(2), 338-342. https://doi.org/10.1096/fj.07-9492LSF
30.
FarhJ. L.EarleyP. C.LinS. C. (1997). Impetus for action: A cultural analysis of justice and organizational citizenship behavior in Chinese society. Administrative Science Quarterly, 42(3), 421-444. https://doi.org/10.2307/2393733
31.
FarhJ.-L.HackettR. D.LiangJ. (2007). Individual-level cultural values as moderators of perceived organizational support–employee outcome relationships in China: Comparing the effects of power distance and traditionality. Academy of Management Journal, 50(3), 715-729. https://doi.org/10.5465/amj.2007.25530866
32.
FeitosaJ.GrossmanR.KramerW. S.SalasE. (2020). Measuring team trust: A critical and meta-analytical review. Journal of Organizational Behavior, 41(5), 479-501. https://doi.org/10.1002/job.2436
33.
FishbeinM.AjzenI. (1977). Belief, attitude, intention, and behavior: An introduction to theory and research. Addison-Wesley.
34.
FisherR. J. (1993). Social desirability bias and the validity of indirect questioning. Journal of Consumer Research, 20(2), 303-315. https://doi.org/10.1086/209351
35.
FuH.LiY.DuanY. (2014). Does employee-perceived reputation contribute to citizenship behavior? The mediating role of organizational commitment. International Journal of Contemporary Hospitality Management, 26(4), 593-609. https://doi.org/10.1108/IJCHM-02-2013-0082
36.
GolubovskayaM.RobinsonR. N. S.SolnetD. (2017). The meaning of hospitality: Do employees understand?International Journal of Contemporary Hospitality Management, 29(5), 1282-1304. https://doi.org/10.1108/IJCHM-11-2015-0667
37.
GreenwaldA. G.PoehlmanT. A.UhlmannE. L.BanajiM. R. (2009). Understanding and using the implicit association test: III. Meta-analysis of predictive validity. Journal of Personality and Social Psychology, 97(1), 17-41. https://doi.org/10.1037/a0015575
38.
GrothM.Hennig-ThurauT.WalshG. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52(5), 958-974. https://doi.org/10.5465/amj.2009.44634116
39.
HalbeslebenJ. R.NeveuJ.-P.Paustian-UnderdahlS. C.WestmanM. (2014). Getting to the “COR” understanding the role of resources in conservation of resources theory. Journal of Management, 40(5), 1334-1364. https://doi.org/10.1177/0149206314527130
40.
HartC. W.HeskettJ. L.SasserJ. W. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148-156.
41.
HobfollS. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513-524. https://doi.org/10.1037/0003-066X.44.3.513
42.
HoggM. A.TerryD. I. (2000). Social identity and self-categorization processes in organizational contexts. Academy of Management Review, 25(1), 121-140. https://doi.org/10.5465/amr.2000.2791606
43.
HolmesJ. G. (1981). The exchange process in close relationships. In The justice motive in social behavior (pp. 261-284). MA.
44.
HomansG. C. (1958). Social behavior as exchange. American Journal of Sociology, 63(6), 597-606. https://doi.org/10.1086/222355
45.
HunterJ. E.SchmidtF. L. (2004). Methods of meta-analysis: Correcting error and bias in research findings. SAGE.
46.
IlgenD. R.PulakosE. D. (Eds.). (1999). The changing nature of performance: Implications for staffing, motivation, and development (Frontiers of Industrial and Organizational Psychology Series). Jossey-Bass.
47.
JiangK.LepakD. P.HuJ.BaerJ. C. (2012). How does human resource management influence organizational outcomes? A meta-analytic investigation of mediating mechanisms. Academy of Management Journal, 55(6), 1264-1294. https://doi.org/10.5465/amj.2011.0088
48.
KangJ.JangJ. (2019). Fostering service-oriented organizational citizenship behavior through reducing role stressors: An examination of the role of social capital. International Journal of Contemporary Hospitality Management, 31(9), 3567-3582. https://doi.org/10.1108/IJCHM-12-2018-1018
49.
KaratepeO. M.AboramadanM.DahleezK. A. (2020). Does climate for creativity mediate the impact of servant leadership on management innovation and innovative behavior in the hotel industry?International Journal of Contemporary Hospitality Management, 32(8), 2497-2517. https://doi.org/10.1108/IJCHM-03-2020-0219
50.
KhanA.BibiS.LyuJ.GaravelliA. C.PontrandolfoP.Perez SanchezM. D. A. (2020). Uncovering innovativeness in Spanish tourism firms: The role of transformational leadership, OCB, firm size, and age. Sustainability, 12(10), Article 3989. https://doi.org/10.3390/su12103989
51.
KimC. S.BaiB. H.KimP. B.ChonK. (2018). Review of reviews: A systematic analysis of review papers in the hospitality and tourism literature. International Journal of Hospitality Management, 70, 49-58. https://doi.org/10.1016/j.ijhm.2017.10.023
52.
KimJ. S.GatlingA. (2019). Impact of employees’ job, organizational and technology fit on engagement and organizational citizenship behavior. Journal of Hospitality and Tourism Technology, 10(3), 323-338. https://doi.org/10.1108/JHTT-04-2018-0029
53.
KimS.O’NeillJ. W.ChoH. M. (2010). When does an employee not help coworkers? The effect of leader–member exchange on employee envy and organizational citizenship behavior. International Journal of Hospitality Management, 29(3), 530-537.
54.
KimberlinC. L.WintersteinA. G. (2008). Validity and reliability of measurement instruments used in research. American Journal of Health-System Pharmacy, 65(23), 2276-2284. https://doi.org/10.2146/ajhp070364
55.
KloutsiniotisP. V.MihailD. M. (2020). The effect of high-performance work system in employees’ service-oriented OCB. International Journal of Hospitality Management, 90, Article 102610. https://doi.org/10.1016/j.ijhm.2020.102610
56.
LeeM. J.BackK.-J. (2005). A review of convention and meeting management research 1990-2003: Identification of statistical methods and subject areas. Journal of Convention & Event Tourism, 7(2), 1-20. https://doi.org/10.1300/J452v07n02_01
57.
LeeY. H.HsiaoC.ChenY. C. (2017). Linking positive psychological capital with customer value co-creation. International Journal of Contemporary Hospitality Management, 29(4), 1235-1255. https://doi.org/10.1108/IJCHM-05-2015-0266
58.
LePineJ. A.ErezA.JohnsonD. E. (2002). The nature and dimensionality of organizational citizenship behavior: A critical review and meta-analysis. Journal of Applied Psychology, 87(1), 52-65. https://doi.org/10.1037/0021-9010.87.1.52
59.
LiangY. W. (2012). The relationships among work values, burnout, and organizational citizenship behaviors. International Journal of Contemporary Hospitality Management, 24(2), 251-268. https://doi.org/10.1108/09596111211206169
60.
LinS. H. J.JohnsonR. E. (2015). A suggestion to improve a day keeps your depletion away: Examining promotive and prohibitive voice behaviors within a regulatory focus and ego depletion framework. Journal of Applied Psychology, 100(5), 1381-1397. https://doi.org/10.1037/apl0000018
61.
LipseyM. W.WilsonD. B. (2001). Practical meta-analysis. SAGE.
LubX, D.BlommeR.BalP. M. (2011). Psychological contract and organizational citizenship behavior: A new deal for new generations?Advances in Hospitality and Leisure, 7, 107-130.
64.
LuuT. T. (2019). Green human resource practices and organizational citizenship behavior for the environment: The roles of collective green crafting and environmentally specific servant leadership. Journal of Sustainable Tourism, 27(8), 1167-1196. https://doi.org/10.1080/09669582.2019.1601731
65.
LuV. N.CapezioA.RestubogS. L. D.GarciaP. R.WangL. (2016). In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees. Tourism Management, 56, 8-19.
66.
MaE.HsiaoA.GaoJ.VadaS. (2020). Inspiring good soldiers cross-culturally through the lens of the theory of planned behavior—Which works best, norms or behavioral control?Journal of Hospitality and Tourism Management, 45, 99-112. https://doi.org/10.1016/j.jhtm.2020.07.014
67.
MaE.QuH. (2011). Social exchange as motivators of hotel employees’ organizational citizenship behavior: The proposition and application of a new three-dimensional framework. International Journal of Hospitality Management, 30(3), 680-688. https://doi.org/10.1016/j.ijhm.2010.12.003
68.
MaQ.LiuL. (2004). The technology acceptance model: A meta-analysis of empirical findings. Journal of Organizational and End User Computing (JOEUC), 16(1), 59-72.
69.
MaE.QuH.WeiX.HsiaoA. (2018). Conceptualization and operationalization of an altruistic and egoistic continuum of OCB motivations. Journal of Hospitality and Tourism Research, 42(5), 740-771. https://doi.org/10.1177/1096348015619412
70.
MaE.QuH.WilsonM. (2016). The affective and dispositional consequences of organizational behavior: A cross-cultural Study. Journal of Hospitality and Tourism Research, 40(4), 399-431. https://doi.org/10.1177/1096348013503991
71.
MaE.QuH.WilsonM.EastmanK. (2013). Modeling OCB for hotels: Don’t forget the customers. Cornell Hospitality Quarterly, 54(3), 308-317. https://doi.org/10.1177/1938965513482520
72.
MaE.WangY.QuH. (2020). Reenergizing through angel customers: cross-cultural validation of customer-driven employee citizenship behavior. Cornell Hospitality Quarterly. Advance online publication. https://doi.org/10.1177/1938965520981936
73.
MaE.WangD.WangL.LiuA. (2020). Status, gaps and directions for hospitality OCB research—A systematic review [Manuscript submitted for publication]. Euro-CHIRE Conference, Denmark.
74.
MacKenzieS. B.PodsakoffP. M.FetterR. (1993). The impact of organizational citizenship behavior on evaluations of salesperson performance. Journal of Marketing, 57(1), 70-80. https://doi.org/10.1177/002224299305700105
75.
MalhotraN.SahadevS.PuraniK. (2017). Psychological contract violation and customer intention to reuse online retailers: Exploring mediating and moderating mechanisms. Journal of Business Research, 75, 17-28. https://doi.org/10.1016/j.jbusres.2017.01.013
76.
MartinS. F. S.TopaG. (2019). Motivational orientations and organizational citizenship behaviors: The moderator role of perceived discrimination in the Brexit context. Behavioral Sciences, 9(2), Article 31. https://doi.org/10.3390/bs9030031
77.
MoormanR. H.BlakelyG. L. (1995). Individualism-collectivism as an individual difference predictor of organizational citizenship behavior. Journal of Organizational Behavior, 16(2), 127-142. https://doi.org/10.1002/job.4030160204
78.
MorrisonE. W.RobinsonS. L. (1997). When employees feel betrayed: A model of how psychological contract violation develops. Academy of management Review, 22(1), 226-256.
79.
NgT. W.FeldmanD. C. (2015). Ethical leadership: Meta-analytic evidence of criterion-related and incremental validity. Journal of Applied Psychology, 100(3), 948-965. https://doi.org/10.1037/a0038246
OliverR. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi.org/10.1177/002224378001700405
82.
OrganD. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington Books.
83.
ÖzduranA.TanovaC. (2017). Coaching and employee organizational citizenship behaviours: The role of procedural justice climate. International Journal of Hospitality Management, 60, 58-66. https://doi.org/10.1016/j.ijhm.2016.10.004
84.
ParasuramanA.ZeithamlV. A.BerryL. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
85.
PanS. Y. (2018). Do workaholic hotel supervisors provide family supportive supervision? A role identity perspective. International Journal of Hospitality Management, 68, 59-67. https://doi.org/10.1016/j.ijhm.2017.09.013
PizamA. (2019, December). Keynote speech on hospitality culture in healthcare settings. The Fifth World Research Summit for Hospitality and Tourism Conference, Orlando.
88.
PodsakoffP. M.MacKenzieS. B. (1994). An examination of the psychometric properties and nomological validity of some revised and reduced substitutes for leadership scales. Journal of Applied Psychology, 79(5), 702-713. https://doi.org/10.1037/0021-9010.79.5.702
89.
PrenticeC.ChenP. J.KingB. (2013). Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts. International Journal of Hospitality Management, 35, 225-236. https://doi.org/10.1016/j.ijhm.2013.06.007
90.
RavichandranS.GilmoreS. A. (2007). Formation of organizational citizenship behaviors in students employed in university dining services: Impact of manager and co-worker behaviors. Journal of Foodservice Business Research, 10(2), 19-50. https://doi.org/10.1300/J369v10n02_03
91.
RavichandranS.GilmoreS. A.StrohbehnC. (2007). Organizational citizenship behavior research in hospitality: Current status and future research directions. Journal of Human Resources in Hospitality & Tourism, 6(2), 59-78. https://doi.org/10.1300/J171v06n02_04
RezapouraghdamH.AlipourH.DarvishmotevaliM. (2018). Employee workplace spirituality and pro-environmental behavior in the hotel industry. Journal of Sustainable Tourism, 26(5), 740-758. https://doi.org/10.1080/09669582.2017.1409229
94.
RousseauD. M. (1989). Psychological and implied contracts in organizations. Employee Responsibilities and Rights Journal, 2(2), 121-139.
SeoD. C.TorabiM. R.BlairE. H.EllisN. T. (2004). A cross-validation of safety climate scale using confirmatory factor analytic approach. Journal of Safety Research, 35(4), 427-445. https://doi.org/10.1016/j.jsr.2004.04.006
97.
SharmaS.DurandR. M.Gur-ArieO. (1981). Identification and analysis of moderator variables. Journal of Marketing Research, 18(3), 291-300. https://doi.org/10.1177/002224378101800303
98.
SmithC. A.OrganD. W.NearJ. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68(4), 653-663. https://doi.org/10.1037/0021-9010.68.4.653
99.
SoK. K. F.LiR. (2020). Customer engagement in hospitality and tourism services. Journal of Hospitality & Tourism Research, 44(2), 171-177. https://doi.org/10.1177/1096348019900010
100.
SucherW.CheungC. (2015). The relationship between hotel employees’ cross-cultural competency and team performance in multi-national hotel companies. International Journal of Hospitality Management, 49, 93-104. https://doi.org/10.1016/j.ijhm.2015.05.007
TanH. H.TanM. L. (2008). Organizational citizenship behavior and social loafing: The role of personality, motives, and contextual factors. Journal of Psychology, 142(1), 89-108. https://doi.org/10.3200/JRLP.142.1.89-112
103.
TangT.-W.TangY.-Y. (2012). Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates. International Journal of Hospitality Management, 31(3), 885-895. https://doi.org/10.1016/j.ijhm.2011.10.007
104.
TangY.-Y.TsaurS.-H. (2016). Supervisory support climate and service-oriented organizational citizenship behavior in hospitality: The role of positive group affective tone. International Journal of Contemporary Hospitality Management, 28(10), 2331-2349. https://doi.org/10.1108/IJCHM-09-2014-0432
105.
TengC.-C.LuA. C. C.HuangZ.-Y.FangC.-H. (2020). Ethical work climate, organizational identification, leader-member-exchange (LMX) and organizational citizenship behavior (OCB). International Journal of Contemporary Hospitality Management, 32(1), 212-229. https://doi.org/10.1108/IJCHM-07-2018-0563
106.
ToberM. (2011). PubMed, ScienceDirect, Scopus or Google Scholar—Which is the best search engine for an effective literature research in laser medicine?Medical Laser Application, 26(3), 139-144. https://doi.org/10.1016/j.mla.2011.05.006
107.
TraceyJ. B. (2020). Industry as context, or industry as theory? [Editorial]. Cornell Hospitality Quarterly, 61(1), 4-4. https://doi.org/10.1177/1938965519890437
108.
TurnerJ. C.OakesP. J. (1986). The significance of the social identity concept for social psychology with reference to individualism, interactionism and social influence. British Journal of Social Psychology, 25(3), 237-252. https://doi.org/10.1111/j.2044-8309.1986.tb00732.x
109.
ViswesvaranC.OnesD. S. (1995). Theory testing: Combining psychometric meta-analysis and structural equations modeling. Personnel Psychology, 48(4), 865-885. https://doi.org/10.1111/j.1744-6570.1995.tb01784.x
110.
WangJ.WongC.-K. (2011). Understanding organizational citizenship behavior from a cultural perspective: An empirical study within the context of hotels in Mainland China. International Journal of Hospitality Management, 30(4), 845-854. https://doi.org/10.1016/j.ijhm.2011.01.005
111.
WangP. Q.KimP. B.MilneS. (2017). Leader–member exchange (LMX) and its work outcomes: The moderating role of gender. Journal of Hospitality Marketing & Management, 26(2), 125-143. https://doi.org/10.1080/19368623.2016.1185989
112.
WangY.-C.RyanB.YangC.-E. (2019). Employee brand love and love behaviors: Perspectives of social exchange and rational choice. International Journal of Hospitality Management, 77, 458-467. https://doi.org/10.1016/j.ijhm.2018.08.009
113.
WebsterJ.WatsonR. T. (2002). Analyzing the past to prepare for the future: Writing a literature review. MIS Quarterly, 26(2), xiii-xxiii. https://www.jstor.org/stable/4132319
114.
WhitmanD. S.Van RooyD. L.ViswesvaranC. (2010). Satisfaction, citizenship behaviors, and performance in work units: A meta-analysis of collective construct relations. Personnel Psychology, 63(1), 41-81. https://doi.org/10.1111/j.1744-6570.2009.01162.x
115.
WilliamsL. J.AndersonS. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of Management, 17(3), 601-617. https://doi.org/10.1177/014920639101700305
116.
WuL.-Z.TseE. C.-Y.KwanH. K.LiuJ. (2013). The impact of servant leadership on hotel employees’ “servant behavior.”Cornell Hospitality Quarterly, 54(4), 383-395. https://doi.org/10.1177/1938965513482519
117.
XiaoH.SmithS. (2006). The making of tourism research: Insight from a social sciences journal. Annals of Tourism Research, 33(2), 490-507. https://doi.org/10.1016/j.annals.2006.01.004
118.
YuanL. (2006). A motivational model of organizational citizenship behavior. University of Illinois at Chicago.
ZhaoH.GuoL. (2019). Abusive supervision and hospitality employees’ helping behaviors. International Journal of Contemporary Hospitality Management, 31(4), 1977-1994. https://doi.org/10.1108/IJCHM-01-2018-0100
121.
ZientaraP.ZamojskaA. (2018). Green organizational climates and employee pro-environmental behaviour in the hotel industry. Journal of Sustainable Tourism, 26(7), 1142-1159. https://doi.org/10.1080/09669582.2016.1206554
122.
Zoghbi-Manrique-de-LaraP.Ting-DingJ. M.Guerra-BáezR. (2017). Indispensable, expendable, or irrelevant? Effects of job insecurity on the employee reactions to perceived outsourcing in the hotel industry. Cornell Hospitality Quarterly, 58(1), 69-80. https://doi.org/10.1177/1938965516648791
Supplementary Material
Please find the following supplemental material available below.
For Open Access articles published under a Creative Commons License, all supplemental material carries the same license as the article it is associated with.
For non-Open Access articles published, all supplemental material carries a non-exclusive license, and permission requests for re-use of supplemental material or any part of supplemental material shall be sent directly to the copyright owner as specified in the copyright notice associated with the article.
