Organisational Citizenship Behaviour of Employees in Star Rated Hotels within the Central Region

Abstract

Rapid competition in the hotel sector due to globalization, development of e-commerce, new technologies and falling costs of travel place constant pressure on management in response to rapid changes in the market. The encouragement of citizenship behaviours of employees that go beyond job duties and contribute to the overall performance of a hotel cannot be over emphasized. The growing interest in the concept of organizational citizenship behaviour indicates the recognition and importance to both industry and academia. This study investigated the nature of organizational citizenship behaviour among employees in star rated hotels in the Central Region with focus on its practices, antecedents and perceived costs associated with it. Data was analysed using descriptive statistics, exploratory factor analysis, one-way analysis of variance (ANOVA), independent samples t-test and multiple regression. The results indicated that employees do engage in altruism, courtesy, conscientiousness, civic virtue, and sportsmanship. Among the antecedents given, trust in supervisor, leadership and personality emerged as the significant determinants of the respondents’ OCB practices. The study also showed that organizational citizenship behaviour has some negative effects associated with it. Practices like altruism and conscientiousness had a negative impact on employees as it spelt out extra work load and job stress on employees. It is recommended that the hotel industry put in measures to encourage citizenship behaviours towards better performance and therefore a competitive advantage in the industry.