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16 (1) 2021

Các yếu tố ảnh hưởng đến hành vi công dân tổ chức của nhân viên trong lĩnh vực dịch vụ nhà hàng: Nghiên cứu trường hợp tại Thành phố Hồ Chí Minh


Tác giả - Nơi làm việc:
Nguyễn Hoàng Kim - Trường Đại Học Kinh Tế TP.HCM , Việt Nam
Nguyễn Lê Hoàng Long - Trường Đại Học Kinh Tế TP.HCM , Việt Nam
Tác giả liên hệ, Email: Nguyễn Hoàng Kim - longnlh@ueh.edu.vn
Ngày nộp: 05-01-2021
Ngày duyệt đăng:
Ngày xuất bản: 06-02-2021

Tóm tắt
Hành vi công dân tổ chức là khái niệm thể hiện những hành vi tùy ý của cá nhân nhưng mang lại lợi ích cho tổ chức. Trong lĩnh vực dịch vụ nhà hàng, hành vi công dân tổ chức ngày càng được quan tâm nghiên cứu vì ảnh hưởng tích cực của yếu tố này đến sự hài lòng của khách hàng. Tuy nhiên, có rất ít nghiên cứu tìm hiểu cơ chế tác động giữa cảm nhận của nhân viên đối với sự hỗ trợ, quan tâm của tổ chức và hành vi công dân tổ chức. Do đó, nghiên cứu này bổ sung vào các nghiên cứu trước đó qua việc sử dụng mô hình phương trình cấu trúc để kiểm định các giả thuyết có liên quan đến các yếu tố có thể ảnh hưởng đến hành vi công dân tổ chức trong lĩnh vực dịch vụ nhà hàng. Kết quả cho thấy hành vi công dân tổ chức chịu tác động trực tiếp bởi cảm nhận sự hỗ trợ của tổ chức và gián tiếp thông qua sự dấn thân vào công việc và cam kết cảm xúc.

Từ khóa
cảm nhận sự hỗ trợ của tổ chức; Cam kết cảm xúc; Dịch vụ nhà hàng; Hành vi công dân tổ chức; Sự dấn thân vào công việc

Toàn văn:
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Trích dẫn:

Nguyen, H. K., & Nguyen, L. H. L. (2021). Các yếu tố ảnh hưởng đến hành vi công dân tổ chức của nhân viên trong lĩnh vực dịch vụ nhà hàng: Nghiên cứu trường hợp tại Thành phố Hồ Chí Minh [Factors affecting organizational citizenship behavior of employees in restaurant service industry: The case of Ho Chi Minh City]. Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh – Kinh tế và Quản trị Kinh doanh, 16(1), 94-107. doi:10.46223/HCMCOUJS.econ.vi.16.1.1384.2021


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