KOREASCHOLAR

CUSTOMER ORIENTATION, EMPOWERMENT AND HOTEL EMPLOYEES’ OCBS WITH ATTENTION TO CULTURE’S MODERATION

Emily Ma, Aaron Hsiao, Jing (Jessica) Gao
  • LanguageENG
  • URLhttp://db.koreascholar.com/Article/Detail/351733
Download
Global Marketing Conference
2018 Global Marketing Conference at Tokyo (2018.07)
p.1301
글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)
Abstract

This is a cross-culture study looking into how organization’s customer orientation and empowerment influence hotel employees’ three types of OCBs (OCB-O, OCB-I and OCB-C). Using data collected from US and Australia employees, the study found that customer orientation was a significant predictor of employees’ three types of OCBs, while empowerment was only a significant predictor for employees’ OCB-C. Culture was found to moderate the proposed relationships, with stronger relationships observed in US than in Australia.

Keyword
customer orientationempowermentOCBsculture moderation
Author
  • Emily Ma(University of Massachusetts, USA)
  • Aaron Hsiao(Griffith University, Australia)
  • Jing (Jessica) Gao(Jiangnan University, China)