(The Effect of Perceived Organizational Justice on Organizational Citizenship Behavıor: A Research on Hotel Employees)

Abstract

Purpose – In the hotel business where the highest number of employees is involved in the tourism sector and the relations with the customer are intense, the behaviors of the employees are very important in terms of customer satisfaction. Organizational citizenship behaviors, which include the behavior of employees beyond their job descriptions, significantly affect the service performance of the enterprises. Organizational citizenship behavior, although it includes the behaviors performed without anticipation, organizational circumstances should lead the employees to exhibit extra voluntary behavior. In this context, the organizational justice perceived by the employees may lead to organizational citizenship behavior. The purpose of this study is to determine the impact of the perceived organizational justice on the organizational citizenship behaviors of hotel employees. Design/methodology/approach – In this study, the quantitative method was used and the data were obtained by applying a questionnaire to 452 people working in five star hotels in Kemer, Antalya. The questionnaire consisted of organizational justice scale, organizational citizenship behavior scale and demographic information. The obtained data were tested by correlation and regression analysis. Results – As a result of the analysis, it was found that organizational justice had a significant effect on organizational citizenship behaviors. According to this, 23% of the employees organizational citizenship behaviors are caused by organizational justice. When evaluated according to the dimensions of organizational justice, it was revealed that the justice dimension which has the strongest effect on the organizational citizenship behaviors of hotel employees is the interaction justice. Discussion – This study, in which a significant effect of the organizational justice perceived by the hotel employees on organizational citizenship behavior is determined, is consistent with the previous studies in the relevant literature. This effect can also be explained by the Equality and Social Change theories. The fact that fair practices for hotel employees positively increase the behavior of organizational citizenship reveals that hotel managers should pay attention to fair practices to improve business performance.