Social Exchanges as Motivators of Hotel Employees' Organizational Citizenship Behavior: The Proposition and Application of a New Three-Dimensional Framework

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Title Social Exchanges as Motivators of Hotel Employees' Organizational Citizenship Behavior: The Proposition and Application of a New Three-Dimensional Framework
Author Ma, Emily; Qu, Hailin
Journal Name International Journal of Hospitality Management
Editor Abraham Pizam
Year Published 2011
Place of publication United Kingdom
Publisher Pergamon
Abstract 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.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1016/j.ijhm.2010.12.003
Copyright Statement Copyright 2011 Elsevier. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
Volume 30
Issue Number 3
Page from 680
Page to 688
ISSN 0278-4319
Date Accessioned 2011-02-22
Date Available 2011-10-18T07:26:03Z
Language en_AU
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Subject Operations Research
URI http://hdl.handle.net/10072/40296
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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