Journal of Tourism & Hospitality
Open Access

Abstract

The Effect Employee Commitment on Service Performance through a Mediating Function of Organizational Citizenship Behaviour Using Servqual and Collaborative Filtering Modeling: Evidence From China’s Hospitality Industry

Mohammad Heydari and Kin Keung Lai*

This article Centralizes on exploring the potential the effect of employee commitment and service quality, which are the core factors that affect competitiveness in the hospitality industry. This article analyzes the impact of employee commitment on the quality of service through the intermediate function of OCB in empirical research based on integrated models and theories. This study gathered information using surveys and calculated the reliability of the Cronbach-Alpha and used questionnaires are "Working Commitment with "0.766" reliability, Podsakoff OCB "0.846" reliability, SERVQUAL quality of service "0.960" reliability. The samples used in this study were 223 employees in Guangdong hospitality industry. According to the effects of research on the attitudes and role clarity can be positive as it will extend employee engagement and effective politics, but conflict is not and cannot communicate with a commitment to politics through political commitment to extend or decrease. Component examined five unique dimensions of organizational citizenship behaviour by Oregon, including altruism, deontology, magnanimity, civility, Virtue of citizens" as a positive influence on the quality of their services and this can be improved. It is significant to develop and raise the competitiveness of the Chinese hospitality industry.

Published Date: 2019-04-23; Received Date: 2019-03-14