| Summary: | Hospitality industry is a highly competitive service sector in the world. In order to maintain growth and survival in the highly competitive environment, the service providers need to have competitive edge over their competitors by delivering services beyond customers’ expectation. Thus, employees should have good interpersonal skills, high work commitment, and excellent job performance at all times when dealing with customers. These extra efforts without financial implications are termed as organizational citizenship behavior (OCB). The hotels will gain advantage for excellent service quality in terms of customer satisfaction, which would influence their loyalty. In fact, customer loyalty is the ultimate aim in the hospitality industry since it could ensure long term growth and survival in the business. In order to investigate the effects of behavioral factors on OCB, this study aims to investigate the relationship between the transformational leadership, transactional leadership, affective commitment, normative commitment, continuance commitment, motivation, job satisfaction and organizational culture factors with organization citizenship behavior in Jordan. The target population for this study is the employees of five-star hotels in Jordan. The 500 employees from various five-star hotels were recruited using a random sampling method. The self-administered questionnaires were sent through emails to the respondents from the last quarter of 2017 until early 2018. A total of 393 responses were received and 372 were usable for analysis. The study employed PLS-SEM using Smart PLS 3.0 to test the inter-relationships among the constructs of interest in the study. The results indicated that transformational leadership, transactional leadership, and continuance commitment constructs are significantly related to organizational citizenship behavior (OCB). In addition, the affective commitment, normative commitment, and organizational culture are also significantly related to OCB. From a total of thirteen direct effect hypotheses in this study, ten were supported while another three were not supported. Similarly, from the six indirect effect hypotheses, only three were supported. Four hypotheses on moderation effects were supported. The study concludes that OCB is very essential in maintaining the popularity of all hotels worldwide. It is recommended that the management of these 5-star hotels provide proper focus to the inter-relationships among constructs leading to achieving OCB. The government and policy makers alike should utilize the outcome of this study for the benefits of economic development of the country.
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