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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/7629

Title: An assessment of organizational citizenship behaviour among frontline staff in three hotels intThe Greater Accra Region
Authors: Asiwome, Biekro
Issue Date: 25-Jul-2014
Abstract: Organizational Citizenship Behaviour (OCB) is essential to the proper functioning and effectiveness of organizations. In this regard, a few studies have been focused on the hotel industry This based on an OCB model proposed by Wang et al (2008) for use as a strategic human resource management tool in the hospitality and tourism industry, seeks to asses OCB among frontline staff in three hotels in the Greater Accra region of Ghana. Three elements of OCB- Job Satisfaction, Perceived Organizational Support and Service Encounter were used to determine the level OCB performed and how it impacts employees‟ job performance in the selected hotels. Literature was reviewed on OCB and questionnaires and interviews used to gather data from respondents The study found out that while all three hotels were aware of the important role of OCB to job performance and it indeed affected their assessment of a staff in one way or another. It was also found that given the level of positive response employees offered to the model, some hotels are more likely to record high incidents of OCB while others may record much less. It was recommended that management of hotels should apply themselves to understanding factors that motivate performance of OCB and implement them. Among the three elements examined, job satisfaction was particularly found to impact employee‟s OCB more and therefore attention should be paid to promotion of job satisfaction across all levels of the hotels.
Description: A thesis submitted to the Department of Managerial science, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirements for the degree of MASTER OF BUSINESS ADMINISTRATION MANAGEMENT AND ORGANIZATION DEVELOPMENT. 2014
URI: http://hdl.handle.net/123456789/7629
Appears in Collections:College of Arts and Social Sciences

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