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Title: Shaping the organizational citizenship behavior or workplace deviance : key determining factors in the hospitality workforce
Authors: Chen, CT
King, B 
Keywords: Corporate ethical values
Hotel industry
Organizational citizenship behaviors
Service climate
Workplace deviance
Issue Date: 2018
Publisher: Elsevier
Source: Journal of hospitality and tourism management, 2018, v. 35, p. 1-8 How to cite?
Journal: Journal of hospitality and tourism management 
Abstract: This study explores the organizational citizenship and workplace deviance behavior of hotel employees. In particular, it examines the influence of service climate, ethical values, and individual characteristics on such behaviors. The researchers administered a survey to upscale hotels across Taiwan. Of the total of 500 that were distributed, 308 useable questionnaires were returned for a response rate of 61.6%. The results provide evidence of a link between individual characteristics both organizational citizenship and workplace deviant behaviors. Service climate and ethical value were identified as antecedents of both positive and negative employee behaviors. The study indicates that both organizational factors and individual characteristics play a critical role in shaping the organizational citizenship and workplace deviance behaviors of hospitality employees. This diagnosis offers insights for hospitality firms when determining potential actions that may enhance the job performance of employees.
ISSN: 1447-6770
DOI: 10.1016/j.jhtm.2018.01.003
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