The impact of work engagement, psychological empowerment and organizational commitment on organizational citizenship behavior in a hotel service sector: a case study of a hotel service in Roi Et, Thailand

Abstract

The purpose of this study is to identify the factors which contribute towards organizational citizenship behavior of ABC hotel’s employee in Roi Et, Thailand. Once these factors have been identified, recommendations were provided to the CEO as to which aspect of hotel’s employee had been improved. Accordingly, the CEO can use the findings from this research as a guideline for improving the hotel in order to serves the needs of customers at ABC hotel and maximize the hotel employee’s satisfaction. The focus of this study is to construct Organization Development Intervention training or ODI to the employees to maximize their capability and proficiency. Furthermore, the study also aimed to see the relationship between variables. For this purpose, the variables in this study consist of work engagement, psychological empowerment, organizational commitment and organizational citizenship behavior. The samples involve 40 full-time employees of the hotel who are managers and employees. To access the current situation, the researcher applied organizational assessment and SWOT analysis and it was found that employees needed many areas of improvement to raise higher hotel performance standards. Data were collected using quantitative and qualitative approaches during pre-ODI and post-ODI stages to see the difference. The influence of ODIs was interpreted by using paired sample t-test and Multiple Linear Regression (MLR) to test the relationship between variables. As a result, the findings showed a significant change between pre-ODI and post-ODI. Also, there is a statistically significant relationship between variables. To conclude, the results showed that there are improvement after the ODI stage and there are three factors that contribute towards organizational citizenship behavior.