Factors affecting organizational citizenship behavior of employees in restaurant service industry: The case of Ho Chi Minh City

Abstract

Organizational citizenship behavior (OCB) refers to out-role behaviors but bring benefits to the organization. OCB is being popular researched in restaurant service because of the positive effect on customersatisfaction. However, there are few studies about the mechanism of nexus between perceived organizational support and organizational citizenship behavior. This study aims to contribute to the literature about OCB in the restaurant service industry by adopting Structural Equation Modeling (SEM) for testing hypotheses. The results showed that OCB is directlyaffected by perceived organizational support and indirectly influenced through job involvement, affective commitment.

Keywords

• cảm nhận sự hỗ trợ của tổ chức
• cam kết cảm xúc
• dịch vụ nhà hàng
• hành vi công dân tổ chức
• sự dấn thân vào công việc