Xây dựng thang đo hành vi công dân tổ chức của nhân viên trong ngành khách sạn theo mô hình 3 chân (a three-leg model)

Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86(1), 29-41. https://doi.org/10.1037/0021-9010.86.1.29

Boiral, O. (2009). Greening the corporation through organizational citizenship behaviors. Journal of Business Ethics, 87(2), 221-236. https://doi.org/10.1007/s10551-008-9881-2

Bowen, J., & Ford, R. C. (2002). Managing service organizations: Does having a “thing” make a difference? Journal of Management, 28(3), 447-469. https://doi.org/10.1016/S0149-2063(02)00135-6

Bui, T. Q., & Ta, H. H. (2024). Xây dựng thang đo tổ chức học tập trong các doanh nghiệp Việt Nam [Development and validation of learning organization scale for Vietnamese enterprises]. Tạp chí Kinh tế và Phát triển, 320, 89-98. http://doi.org/10.33301/JED.VI.1501

Chiaburu, D. S., Oh, I. S., Stoverink, A. C., Park, H. H., Bradley, C., & Barros-Rivera, B. A. (2022). Happy to help, happy to change? A meta-analysis of major predictors of affiliative and change-oriented organizational citizenship behaviors. Journal of Vocational Behavior, 132(1), 1-17. https://doi.org/10.1016/j.jvb.2021.103664

Choi, J. N. (2007). Change‐oriented organizational citizenship behavior: Effects of work environment characteristics and intervening psychological processes. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 28(4), 467-484. https://doi.org/10.1002/job.433

Coyle‐Shapiro, J. A. M. (2002). A psychological contract perspective on organizational citizenship behavior. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 23(8), 927-946. http://doi.org/10.1002/job.173

Dimitriades, Z. S. (2007). The influence of service climate and job involvement on customer‐oriented organizational citizenship behavior in Greek service organizations: A survey. Employee Relations, 29(5), 469-491. https://doi.org/10.1108/01425450710776290

Dworkin, S. L. (2012). Sample size policy for qualitative studies using in-depth interviews. Archives of Sexual Behavior, 41(16), 1319-1320. https://doi.org/10.1007/s10508-012-0016-6

Elche, D., Ruiz-Palomino, P., & Linuesa-Langreo, J. (2020). Servant leadership and organizational citizenship behavior: The mediating effect of empathy and service climate. International Journal of Contemporary Hospitality Management, 32(6), 2035-2053. https://doi.org/10.1108/IJCHM-05-2019-0501

Farh, J. L., Hackett, R. D., & Liang, J. (2007). Individual-level cultural values as moderators of perceived organizational support-employee outcome relationships in China: Comparing the effects of power distance and traditionality. Academy of Management Journal, 50(3), 715-729. https://doi.org/10.5465/amj.2007.25530866

Foote, D. A., & Tang, T. L. P. (2008). Job satisfaction and Organizational Citizenship Behavior (OCB). Does team commitment make a difference in self‐directed teams? Management Decision, 46(6), 933-947. https://doi.org/10.1108/00251740810882680

Graham, J. W. (1991). An essay on organizational citizenship behavior. Employee Responsibilities and Rights Journal, 4(4), 249-270. https://doi.org/10.1007/BF01385031

Ha, G. N. K., & Bui, V. N. (2019). Giáo trình phương pháp nghiên cứu khoa học trong kinh doanh - Cập nhật SmartPLS [Textbook for master degree research methods in business - Updated with SmartPLS]. Nhà Xuất Bản Tài Chính.

Kalargyrou, V., Sundar, V., & Jahani, S. (2023). Managers’ attitudes toward employees with depression and organizational citizenship behaviors in the hospitality industry: Assessing the mediating role of personality. International Journal of Contemporary Hospitality Management, 35(2), 602-629. https://doi.org/10.1108/IJCHM-01-2022-0082

Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346-351. https://doi.org/10.1108/09596110010342559

Khairy, H. A., Agina, M. F., Aliane, N., & Hashad, M. E. (2023). Internal branding in hotels: Interaction effects of employee engagement, workplace friendship, and organizational citizenship behavior. Sustainability, 15(5), 1-16. https://doi.org/10.3390/su15054530

Kim, S.-H., Kim, M.-S., Holland, S., & Han, H.-S. (2018). Hospitality employees’ citizenship behavior: The moderating role of cultural values. International Journal of Contemporary Hospitality Management, 30(2), 662-684. https://doi.org/10.1108/IJCHM-02-2016-0116

Le, H. N., Ho, H. X., & Nguyen, D. N. (2019). Hành vi công dân tổ chức của giảng viên đại học ở Việt Nam: Vai trò của phong cách lãnh đạo chuyển dạng, cam kết về khía cạnh cảm xúc và sự vượt qua cái tôi [Organizational citizenship behavior of university lecturers in Vietnam: The role of transformational leadership, affective commitment, and self-transcendence]. Tạp chí Nghiên cứu Kinh tế và Kinh doanh Châu Á, 30(12), 55-80.

Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47(3), 9-20. https://doi.org/10.1177/002224298304700303

Ma, E., & Qu, H. (2011). Social exchanges as motivators of hotel employees’ organizational citizenship behavior: The proposition and application of a new three-dimensional framework. International Journal of Hospitality Management, 30(3), 680-688. http://doi.org/10.1016/j.ijhm.2010.12.003

Ma, E., Qu, H., Wilson, M., & Eastman, K. (2013). Modeling OCB for hotels: Don’t forget the customers. Cornell Hospitality Quarterly, 54(3), 308-317. https://doi.org/10.1177/1938965513482520

Ma, E., Wang, D., Wang, L., & Liu, A. (2023). Industry as contexts or theory? A systematic and meta-analysis of status and directions of organizational citizenship behaviors in hospitality. Journal of Hospitality & Tourism Research, 47(5), 877-907. https://doi.org/10.1177/10963480211019104

Ngo, H. T. T. (2019). Các yếu tố tác động lên hành vi công dân tổ chức định hướng dịch vụ của nhân viên tại các doanh nghiệp ngành hàng không Việt Nam [Factors influencing service - oriented organizational citizenship behavior of employees in Vietnam aviation enterprise]. Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh, 14(1), 114-127. http://doi.org/10.46223/HCMCOUJS. econ.vi.14.1.504.2019

Nguyen, K. H., & Nguyen, L. L. H. (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, 16(1), 94-107. https://doi.org/10.46223/HCMCOUJS.econ.vi.16.1.1384.2021

Nyumba, O. T., Wilson, K., Derrick, C. J., & Mukherjee, N. (2018). The use of focus group discussion methodology: Insights from two decades of application in conservation. Methods in Ecology and Evolution, 9(1), 20-32. https://doi.org/10.1111/2041-210X.12860

Oh, S. Y. (2022). Effect of ethical climate in hotel companies on organizational trust and organizational citizenship behavior. Sustainability, 14(13), 1-8. https://doi.org/10.3390/su14137886

Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington Books.

Podsakoff, P. M., MacKenzie, S. B., Moorman, R. H., & Fetter, R. (1990). Transformational leader behaviors and their effects on followers’ trust in leader, satisfaction, and organizational citizenship behaviors. The Leadership Quarterly, 1(2), 107-142. http://doi.org/10.1016/1048-9843(90)90009-7

Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26(3), 513-563. https://doi.org/10.1177/014920630002600307

Posdakoff, P. M., & MacKenzie, S. B. (1994). Organizational citizenship behaviors and sales unit effectiveness. Journal of Marketing Research, 31(3), 351-363. http://doi.org/10.1177/002224379403100303

Ritz, A., Giauque, D., Varone, F., & Anderfuhren-Biget, S. (2014). From leadership to citizenship behavior in public organizations: When values matter. Review of Public Personnel Administration, 34(2), 128-152. https://doi.org/10.1177/0734371X14521456

Shagirbasha, S., & Sivakumaran, B. (2021). Cognitive appraisal, emotional labor and organizational citizenship behavior: Evidence from hotel industry. Journal of Hospitality and Tourism Management, 48(4), 582-592. https://doi:10.1016/j.jhtm.2021.08.016

Smith, C., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68(4), 653-663. https://doi.org/10.1037/0021-9010.68.4.653

Srivastava, S., & Pathak, D. (2020). The role of moderators in linking job crafting to organizational citizenship behaviour: A study on the Indian hospitality sector. Vision, 24(1), 101-112. https://doi.org/10.1177/0972262919869747

Sun, H. J., & Yoon, H. H. (2022). Linking organizational virtuousness, engagement, and organizational citizenship behavior: The moderating role of individual and organizational factors. Journal of Hospitality & Tourism Research, 46(5), 879-904. https://doi.org/10.1177/1096348020963701

Tra, D. L., Phan, L. H., & Tran, H. T. (2020). Biến số nhân khẩu học và hành vi công dân tổ chức: Nghiên cứu trong ngành khách sạn tại Đà Nẵng, Việt Nam [Demographic factors and organizational citizenship behaviour: A study in the hospitality industry in Danang, Vietnam]. Tạp chí Khoa học Đại học Huế: Kinh tế và Phát triển, 129(5C), 113-130. http://doi.org/10.26459/hueunijed.v129i5C.6065

Turnley, W. H., Bolino, M. C., Lester, S. W., & Bloodgood, J. M. (2003). The impact of psychological contract fulfillment on the performance of in-role and organizational citizenship behaviors. Journal of Management, 29(2), 187-206. http://doi.org/10.1016/S0149-2063(02)00214-3

Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of Management, 17(3), 601-617. https://doi.org/10.1177/014920639101700305/

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