Organizational Citizenship Behavior as a Mediator of Corporate Social Responsibility and Job Satisfaction in the Hospitality Industr

Job satisfaction in the hospitality and tourism industry is of paramount importance to organizational leaders and management teams due to the relationship between employees with high job satisfaction levels and employees who deliver higher levels of customer service. While corporate social responsibility (CSR) activities and organizational citizenship behavior (OCB) are both known to predict job satisfaction (JS), the issue that remains to be understood is the extent to which OCB mediates the explanatory relationship between perceived CSR and employee JS among hospitality employees. This quantitative, explanatory research applied organizational justice theory to assess the mediating effect of OCB upon the predictive relationship between employees' perceptions of their organization's CSR activities and their self-reported JS. The survey data was collected from a simple random sample of line-level employees in the hospitality and tourism industries located in the United States, specifically those working in the lodging sector, using Qualtrics Market Research service. As a result of the mediation analysis, CSR was found to predict the variance in JS, as well as the variance in OCB. The mediation was not supported because OCB did not account for the variation in JS. The findings suggest that organizational leaders desiring higher employee JS levels should increase their employees' perceptions of their CSR activities, either by performing more CSR activities or by informing the employees of the activities that are being performed, rather than encouraging employees to perform OCB activities.