Does bureaucracy kill individual initiative? The impact of structure on organizational citizenship behavior in the hospitality industry |
| |
Authors: | Steffen Raub |
| |
Institution: | EHL, Le Chalet-à-Gobet, CH — 1000 Lausanne 25, Switzerland |
| |
Abstract: | In their quest for improved service quality, hospitality organizations face a paradox. Standardization and centralization are generally perceived as essential to maintaining high service standards. These bureaucratic mechanisms, however, are suspected to have a negative impact on spontaneous “organizational citizenship” behaviors, which are equally essential for flawless service delivery. Empirical results from the Swiss hotel industry suggest that “helping” behavior is more widespread than “voice” behavior among hotel employees. The results also provide support for the hypothesis that “helping” and “voice” behaviors are negatively affected by a centralized organization structure. Theoretical and practical implications of these results are discussed. |
| |
Keywords: | Bureaucracy Organizational citizenship behavior Centralization Formalization Hotel industry Service quality |
本文献已被 ScienceDirect 等数据库收录! |
|