Cao Shuxia, Cao Shuxia (2025) A Study On Organizational Citizenship Behavior In Five-Star Hotels In Shandong Province Of China: The Roles Of Rewards, Empowerment, Job Satisfaction, And Role Clarity. PhD thesis, Perpustakaan Hamzah Sendut.
![[img]](http://eprints.usm.my/style/images/fileicons/application_pdf.png) |
PDF
Download (597kB) |
Abstract
Five-star hotels in china face two challenges: low customer satisfaction and decreased occupancy rates. According to the 2023 china hotel association report, despite these hotels having the most luxurious facilities, their customer satisfaction is the lowest among star-rated hotels. This issue suggests a possible lack of organizational citizenship behavior (ocb) among frontline employees in meeting customer needs. Utilizing social exchange theory and role theory, this study investigates the effects of rewards and empowerment on employee ocb, as well as the mediating role of job satisfaction and the moderating role of role clarity. A survey of 290 employees from 18 five-star hotels in shandong province, analyzed using spss and smartpls software, shows that rewards and empowerment significantly increase job satisfaction, and job satisfaction mediates the relationship between rewards, empowerment, and ocb. Role clarity successfully moderates the relationship between empowerment and ocb. The findings of this study provide practical guidance for five-star hotels to improve service quality and business performance through human resource management strategies that motivate proactive employee behavior.
| Item Type: | Thesis (PhD) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management |
| Divisions: | Pusat Pengajian Pengurusan (School of Management) > Thesis |
| Depositing User: | Mr Hasmizar Mansor |
| Date Deposited: | 20 May 2026 00:55 |
| Last Modified: | 20 May 2026 00:55 |
| URI: | http://eprints.usm.my/id/eprint/64244 |
Actions (login required)
 |
View Item |
