Internal Market Orientation and Organizational Citizenship Behaviour in the Hospitality Industry--A Literature Review [Summary]
MetadataShow full item record
Service is a vital aspect of the hospitality industry. Excellent service influences a guest’s decision to return to the hotel. Support and cooperation among hotel employees are key factors in improving service quality. Hotels with employees who demonstrate behaviours or cooperative behaviours that are not formally required by the organization (Fassina et al. 2008) are more prone to providing high-quality service and customer satisfaction than those who do not possess these attributes (Tang &Tang, 2012; Wang &Wong, 2011; Podsakoff et al., 2009; Bell & Menguc, 2002). Internal market orientation is the best approach to motivating, educating and coordinating internal customers (employees) to ensure the satisfaction of everyone in the hotel. This study aims:a) to present a literature review of internal market orientation and organizational citizenship behaviour in the hospitality industry and b) define the relationship between internal market orientation and organizational citizenship behaviour as antecedents of internal service quality in the hospitality industry.