IJSTR

International Journal of Scientific & Technology Research

IJSTR@Facebook IJSTR@Twitter IJSTR@Linkedin
Home About Us Scope Editorial Board Blog/Latest News Contact Us
Scopus/Elsevier
CALL FOR PAPERS
AUTHORS
DOWNLOADS
CONTACT
QR CODE
IJSTR-QR Code

IJSTR >> Volume 7 - Issue 2, February 2018 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



The Effect Of Organizational Citizenship Behavior (OCB), Customer Orientation Of Service Employees (COSE) On Star Hotel In Samarinda Town With Perceived Organizational Support (POS) As Moderating Variables

[Full Text]

 

AUTHOR(S)

Bela Barus, Hendrik Batoteng, Zuriah

 

KEYWORDS

Organizational Citizenship Behavior, Customer Orientation of Srvice Employees, Perceived Organizational Support, Guest Loyalty, Person Correlation, Composite Reliability.

 

ABSTRACT

The purpose of this study is to examine the impact of organizational citizenship behavior (OCB) and Customer Orientation of Service Employees (COSE) Toward Guest Loyalty in Hotel Industry with Perceived Organizational Support (POS) as Moderating Variable. The conceptual framework of the study consists of the following constructs OCB, COSE, POS, and Guest Loyalty. Moreover, 3 hypotheses were developed and tested. Pearson Correlation and Composite Reliability were used to test the validity and reliability of the measures, while PLS was used in goodness of fit and hypotheses testing. SPSS application is also used to measures the effect of moderating variable. Data were collected from 192 respondent from 24 star hotel in Samarinda Town who completed the the self-administered questonnaire. The results of this study reveal that OCB, and COSE have a significant effect on guest loyalty, so as POS has a positif significan effect on the relation of OCB on guest loyalty.This study provides important support to the service-profit chain model.

 

REFERENCES

[1] A.M. Al-Homayan, M.S. Faridahwati, S. Chandrakantan, and I. Rabiul. The moderating Effect of Organizational Support on the Relationship Between Job Stress and Nurses’ Performance in Public Sector Hospitals in Saudi Arabia, Advanced in Environmental Biology, Vol. 7, no. 9, pp. 2606-2617, 2013

[2] C.B. Castro, M.A. Enrique, and M.R. David, The influence of employee organizational citizenship behavior on customer loyalty, International Journal of Service Industry Management, Vol. 15, pp. 27-53, 2004

[3] J.L. Heskett, T.O. Jones, G.W. Loveman, W.E. Sasser Jr, and L.A. Schlesinger, Putting The Service-Profit Chain to Work, Harvad Business Review, pp. 1-8, 2011

[4] Kim W.. Customer’s Responses to Customer Orientation Of Service Employees in Full-Service Restaurants : A Relational Benefits Perspective, Journal Of Quality Assurance in Hospitality & Tourism, Vol 10, no. 3, pp. 153-174, 2009

[5] P. Kotler and K.L. Keller, Marketing Management, 14 E, New Jersey:Pearson Prentice Hall, pp. 140, 2013

[6] C. Lovelock and L. Wright, Principles Of Service Marketing And Management (2nd Edition), New Jersey: Prentice Hall, pp. 45, 2002.

[7] D.W. Organ, M.P. Philip, and B.M. Scott. Organizational Citizenship Behavior: Its Nature, Antecedents, and Consequences, California : Sage Pub., pp. 203, 2006

[8] G. D. Yongxing, X. Hongfei, Bouguo, and M. Lei, Work Engagement and Job Performance : The Moderating Role Of Perceived Organizational Support, Anales de Psicologia, Vol. 33, no. 3, pp. 708-713, 2017

[9] V.A. Zeithaml, L.B. Leonard, and A. Parasuraman, Services Marketing : Integrating Customer Focus Across The Firm, New York : Mcgraw-Hill, pp. 319, 2003

[10] T. Hennig and Thurau, Customer Orientation of Service Employees – Toward a Conceptual Framework of a Key Relationship Construct, Journal of Relationship Marketing, Vol 2, pp. 1-32, 2003