Document Type : REVIEW PAPER


International Business School, University Technology Malaysia, Jalan Semarak, 54100 Kuala Lumpur, Malaysia


In describing the behavior of employees, classified organizational citizenship behavior is applied and has been named as a "good member". In the working climate, the substance of building organizational citizenship behavior could not distinguish from the existing commitment within employees. The challenges and contribution of organizational citizenship behavior are to be a driving force in the foundation of effectiveness of hospitality industry. To throw an upright citizen in organizations, the industry should puzzle out if not the industry cannot live without paying an act as an “honest citizen”. A true contribution of employees should understand the organizational citizenship behavior while not everybody can express it. Supervisors in the hospitality industry will reward with high ratings if employees demonstrate high organizational citizenship behavior, but employees who are express low level of organizational citizenship behavior can justify that the particular industry need to direct the importance of extra-role behavior in organizations. Thusly, the criticism of this topic is to identify the problem and challenges confronted by employees in the hospitality industry. In this industry, organizational citizenship behavior is a key predictor in reducing all barriers to guarantee the effectiveness of the organization can be achieved. However, the rationale of this review paper to define the challenges and contributions that can earn by the hospitality management in improving the staff functioning, reducing turnover intention and increase the staff satisfaction.


Main Subjects

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