DOI: 10.36347/sjebm.2018.v05i05.008

Pages: 394-403

Hotel staff is the most important intangible asset of enterprises, especially in management contract hotels, employees have double value to owners and management companies. The relationship between organizational citizenship behavior and job satisfaction is an important factor to maintain and develop a stable source of tourists and maintain the core competitiveness of the hotel. This paper explores the structure of and influences on OCB and its relationship with job satisfaction, taking Shenzhen Intercontinental Hotel as an example. The conceptual model and scales are obtained and through literature review and interviews. The study carries out a questionnaire survey on the hotel staff, analyses the data by using the statistical software such as SPSS and AMOS, and verifies the research model. It is found that influences on OCB comprise two aspects, namely the organizational context and employee individual elements. The influence of organizational context on OCB includes six dimensions, namely guidance, role-qualification, supervision, public activity, accordance and value congruence. The behavior in role of employees is mainly influenced by five factors except public activity, among these, the path guidance is highest, reaching up to 0.57. Meanwhile, the behavior in role is not strongly influenced by public activity. Altruistic behavior of employees is mainly influenced by four factors except guidance and supervision, among these, the path role-qualification is highest, reaching up to 0.48, followed by public activity. Meanwhile, altruistic behavior is not strongly influenced by guidance and supervision. Organizational concern of employees is mainly influenced by five factors except role-qualification, among these, the path value congruence is highest, reaching up to 0.41. Meanwhile, organizational concern is not strongly influenced by role-qualification. This paper also analyzes the relationship between the OCB system dimensions and job satisfaction dimensions betwe