PERCEIVED SUPPORT AND ORGANIZATIONAL CITIZENSHIP BEHAVIOR IN HOSPITALITY: A STRUCTURAL EQUATION MODELING APPROACH

DOI: https://doie.org/10.65985/APER.2026689502

Authors:

Uddagiri Yojitha, Dr. P. Lakshmi Narayanamma

Keywords:

Organizational citizenship behavior; perceived organizational support; perceived supervisor support, organizational commitment, work engagement

Abstract:

This study examines how perceived organizational support and perceived supervisor support influence Organizational Citizenship Behavior (OCB) in the hospitality sector, with particular attention to the mediating roles of organizational commitment and work engagement. Using a quantitative research design, survey data were collected from 120 employees working in hospitality organizations across India. Structural Equation Modeling (SEM) was employed to test the hypothesized relationships and to examine both direct and indirect effects among the study variables. The results indicate that perceived organizational support and perceived supervisor support positively influence organizational commitment and work engagement. Organizational commitment fully mediates the relationship between perceived support and OCB, whereas work engagement does not exert a significant direct effect on OCB when commitment is included in the model. Supervisor support demonstrates a stronger influence on organizational commitment than organizational support, highlighting the critical role of immediate leaders in shaping employee attitudes and discretionary behavior. The findings contribute to hospitality and organizational behavior literature by clarifying the distinct psychological mechanisms through which supportive work environments translate into extra-role behavior. From a practical perspective, the study emphasizes the importance of strengthening supervisor–employee relationships and implementing commitment-focused human resource practices to foster sustained organizational citizenship behavior in service-intensive hospitality organizations.

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