Author: Arai, Tsuguto
Title: The relationships among emotional labor, subjective occupational prestige, job satisfaction, and organizational citizenship behavior in the Japanese hotel sector
Degree: DHTM
Year: 2014
Subject: Hotels -- Japan -- Employees -- Attitudes.
Hospitality industry -- Japan -- Employees.
Organizational behavior -- Japan
Hong Kong Polytechnic University -- Dissertations
Department: School of Hotel and Tourism Management
Pages: ix, 315 pages : illustrations ; 30 cm
Language: English
Abstract: This study aims to identify the antecedents of Japanese organizational citizenship behavior (JOCB) in the hotel industry in Japan. Improving service quality and organizational performance is urgently needed in Japan's hotel industry. Organizational citizenship behavior (OCB) could be the critical factor for improving service quality and organizational performance in the service industry (Bienstock, DeMoranyilee, & Smith, 2003; Morrison, 1996; Yoon & Suh, 2003). This study is the first holistic and comprehensive empirical research to explore the structural relationship of JOCB with its antecedents. Both qualitative and quantitative research methodologies were applied. First, in-depth and focus group interviews with hotel managers and staff in Japan were conducted to clarify the possible antecedents of JOCB. Then, a pilot test was conducted to assess the reliability of the proposed constructs in the model. Finally, the main survey, which was based on quota sampling targeting hotel employees who work in luxury and city hotels in Japan, was conducted. A total of 651 valid questionnaires were collected from 36 hotels in seven diverse regions of Japan, and the proposed constructs and the structural model were tested using the AMOS (Analysis of Moment Structures) software package. The validity and reliability of four constructs were confirmed through CFA. This study found that attention to duties, cleanliness, and humility are unique Japanese OCB dimensions that are not recognized in other countries. The virtues and uniqueness of Japanese culture might have an impact on these constructs and causal relationships. Structural equation modeling (SEM) was used to test and explore the causal relationships among the constructs. The findings from the structural model testing indicated that both hospitality emotional labor (HEL) and subjective occupational prestige (SOP) are positively related to job satisfaction (JS) and JOCB. In addition to directly affecting JOCB, JS was found to mediate the relationship between HEL/SOP and JOCB. The findings of this research make theoretical contributions to the existing literature and increase the current level of knowledge on HEL, SOP, JS, and JOCB. One theoretical contribution is the exploration of OCB from a cultural perspective. This study provides profound insights and understanding for future researchers to conduct OCB investigations in Japan's hospitality industry. The empirical results of this study provide beneficial suggestions for hotel managers and human resource staff on various aspects of human resource management: employee selection, training and development; compensation; appraisal system; employee satisfaction survey; work environment; and strategic human resources. Finally, the limitations of this research and suggestions for future research are addressed.
Access: restricted access

Files in This Item:
File Description SizeFormat 
b27616691.pdfFor All Users (off-campus access for PolyU Staff & Students only)2.86 MBAdobe PDFView/Open

Copyright Undertaking

As a bona fide Library user, I declare that:

  1. I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
  2. I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
  3. I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.

By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.

Show full item record

Please use this identifier to cite or link to this item: