Social Exchanges as Motivators of Hotel Employees' Organizational Citizenship Behavior: The Proposition and Application of a New Three-Dimensional Framework
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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.
International Journal of Hospitality Management
© 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.