Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates |
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| Authors: | Ta-Wei Tang Ya-Yun Tang |
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| Institution: | 1. Department of Leisure and Recreation Management, Asia University, No. 500 Lioufeng Rd., Wufeng, Taichung County 41354, Taiwan;2. Graduate Institute of Recreation, Tourism, and Hospitality Management, National Chiayi University, No. 580 Sinmin Rd., Chiayi City 60054, Taiwan |
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| Abstract: | Integrating social exchange and information processing theories, this study examines the influence of high-performance human resource (HR) practices on service-oriented organizational citizenship behavior (OCB) through two climates—justice climate and service climate. This field study of 1133 customer contact employees and 119 human resource managers from 119 hotels in Taiwan has shown that social climates of justice and service mediate the influence of high-performance HR practices on service-oriented OCB. The study demonstrates that high-performance HR practices affect employees’ cognition on how they are treated by hotels and what service behaviors are expected, which in turn can positively influence collective service-oriented OCB. |
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| Keywords: | High-performance human resource practices Justice climate Service climate Service-oriented organizational citizenship behavior Hotels |
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