Abstract
Although a substantial amount of research on Organizational Citizenship Behavior (OCB) has been conducted, little is known about it within the context of the Japanese hospitality industry. While OCB is generally considered to be beyond ordinary job duties (extra-role), some researchers suggest that Japanese employees view OCB as part of their job (in-role). However, theoretical explanation for this phenomenon is still scant. This research aims to examine how culture-based organizational characteristics (workplace harmony and customer orientation) and generation influence the role perception of OCB among Japanese hospitality employees. An online survey was developed and distributed to hospitality employees working in Japan using snowball sampling and resulting in a total of 303 participants. The results showed that Japanese culture-based characteristics, workplace harmony and customer orientation, positively influenced in-role perceptions of OCB-Altruism and OCB-General compliance. In addition, older generations showed higher in-role perception of OCB-General compliance than Generation Y. This research contributes to OCB literature by examining the impact of culture-based organizational characteristics on the employee's positive behavior that helps increase organizational performance. Workplace harmony and customer orientation in Japanese service organizations have often been noted by researchers, however they are rarely examined. This research contributes to the hospitality service management literature by documenting their impact on OCB through an empirical examination. Lastly, the findings of this study provide hospitality practitioners with a better understanding of employee citizenship behaviors in a collectivistic cultural background so that the results can aid human resources practices, including recruiting and training.
Notes
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Graduation Date
2016
Semester
Summer
Advisor
Ro, Heejung
Degree
Master of Science (M.S.)
College
Rosen College of Hospitality Management
Department
Hospitality Services
Degree Program
Hospitality and Tourism Management
Format
application/pdf
Identifier
CFE0006363
URL
http://purl.fcla.edu/fcla/etd/CFE0006363
Language
English
Release Date
August 2017
Length of Campus-only Access
1 year
Access Status
Masters Thesis (Open Access)
Location
Rosen College of Hospitality Management
STARS Citation
Negoro, Yoko, "The role perception of Organizational Citizenship Behavior in the Japanese hospitality industry: Culture-based characteristics and generational difference" (2016). Electronic Theses and Dissertations. 5196.
https://stars.library.ucf.edu/etd/5196