The Effects of Perceived Communication on Organizational Citizenship Behavior in Taiwan’s Hotels: The Roles of Leader Member Exchange and Trust

• Main Authors: Chen, Yu-Jung, 陳紆蓉
• Other Authors: Chiang, Chun-Fang
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/25332371741069735646

碩士 === 中國文化大學 === 觀光事業學系 === 102 === In the hotel industry, managers and employees contact directly and closely, so communication plays an important role between managers and employees. Good communication can produce many positive effects on hotels, such as organizational citizenship behavior, leader-member exchange and trust. All above are very important issues for the hotel industry. Therefore, this study examined the relationship of five-star international tourist hotels employee’s perceived communication and organizational citizenship. Moreover, this study also examined the leader-member exchange and trust as moderators to influence the effects of perceived communication on organizational citizenship behavior. Total 317 surveys were completed and returned, resulting in 94.6% response rate with convenience sampling. Data analyses included descriptive statistical analysis, reliability analysis, correlation analysis and regression analysis. The results indicated that perceived communication had positive and significant impact on organizational citizenship behavior. Leader-member exchange and trust significant moderated the relationship between perceived communication and organizational citizenship behavior. This study verified theoretical framework of perceived communication, organizational citizenship behavior, leader-member exchange and trust, and provided specific practical implications.