Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior

Purpose The purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB) of customer‐contact employees. Design/methodology/approach Questionnaires were carried out in 149 hotel firms. One customer‐contact employee and the manager provide the data in each hotel. The constructs were measured using existing scales. Structural equation...