A Study On The Relationship Between ERM In The Hotel And Organizational Citizenship Behavior

Hotel is the enterprise based on service-oriented, and provides quality services which are the key elements to customer satisfaction and loyalty. With the addition of foreign hotel group and the increasingly fierce competition in the hotel industry, the customer’s definition of quality service is no longer just confined to the day-to-day basic standard service, but a perfect combination of standardized management and personalized service, which means the hotel staff has to be proactive, observant, stand on the side of guests for the sake of best services to exceed the guests’expectation before they asked to meet their individual needs. This kind of positive initiative of serv is the part of Organizational Citizenship Behavior. So how to inspire a generation of OCB is significant, and this is also the purpose of this study.This paper based on a review of previous literature, from the perspective of human resources, introduced organizational justice theory and perceived organizational support theory as the intermediate variables tries to explore the relationship that exists between the employee relationship management and organizational citizenship behavior. After a theoretical analysis, the author dare to speculate that the employee relationship management is not only a direct impact on the generation of organizational citizenship behavior, and affect the staff’s sense of organizational justice and perceived organizational support which are further to inspire the generation of organizational citizenship behavior. In order to verify these relations above, the author make Questionnaires, and aim at the hotel industry employees to do practical investigations. By SPSS16.0, the author do reliability and validity analysis, factor analysis, regression analysis of the collected data, and the results prove that the employee relationship management impacts on the generation of organizational citizenship behavior, and organizational justice and perceived organizational support directly and significantly, thus indirectly influence employees’ organizational citizenship behavior.