Unveiling the Influence of Perceived Organizational Support on Work Engagement and Organizational Citizenship Behavior
Abstract
The hospitality industry in Bali has shown significant recovery after the impact of COVID-19. However, the industry is experiencing substantial changes in operations and human resource management strategies, one of which is the importance of employees exhibiting extra-role behaviors. This study explores the relationship between Perceived Organizational Support (POS), work engagement (WE), and organizational citizenship behavior (OCB) in four-star accommodation in Bali, where the results of a study of 130 hotel employees showed that WE mediates the relationship between POS and OCB. POS significantly influenced OCB and WE. The research findings specifically show that POS is very important in promoting OCB. This study uses social exchange theory to emphasize that POS can increase WE and OCB. This suggests that the role of the organization is crucial in ensuring employees feel valued and cared for in terms of their assistance and welfare.
Keywords: organizational citizenship behavior; perceived organizational support; work engagement
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References
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Aldabbas, H., Pinnington, A., & Lahrech, A. (2023). The influence of perceived organizational support on employee creativity: The mediating role of work engagement. Current Psychology, 42(8), 6501–6515. https://psycnet.apa.org/doi/10.1007/s12144-021-01992-1
Alshaabani, A., Naz, F., Magda, R., & Rudnák, I. (2021). Impact of perceived organizational support on OCB in the time of COVID-19 pandemic in Hungary: employee engagement and affective commitment as mediators. Sustainability, 13(14), 7800. https://doi.org/10.3390/su13147800
Amalia, F. F., & Setyaningrum, R. P. (2024). The Influence of Work-Life Balance and Work Engagement on Organizational Citizenship Behavior Mediated by Self-Efficacy at PT. LG Electronics Indonesia. BASKARA: Journal of Business and Entrepreneurship, 6(2), 274–289. https://doi.org/10.54268/baskara.v6i2.20399
Araslı, H., & Baradarani, S. (2014). Role of job satisfaction in the relationship of business excellence and OCB: Iranian hospitality industry. Procedia-Social and Behavioral Sciences, 109, 1406–1415. https://doi.org/10.1016/j.sbspro.2013.12.644
Azizah, N., Nururly, S., & Sulaimiah, S. (2024). Pengaruh Perceived Organizational Support Terhadap Organizational Citizenship Behavior Melalui Work Engagement Sebagai Variabel Intervening Pada Karyawan Perum BULOG Area Kanwil NTB. Innovative: Journal Of Social Science Research, 4(2), 8935–8948. https://doi.org/10.31004/innovative.v4i2.10549
Bakker, A. B., Demerouti, E., & Sanz-Vergel, A. I. (2014). Burnout and work engagement: The JD–R approach. Annu. Rev. Organ. Psychol. Organ. Behav., 1(1), 389-411. https://doi.org/10.1146/annurev-orgpsych-031413-091235
Blau, P. M. (1964). Justice in social exchange. Sociological Inquiry, 34(2).
Christian, M. S., Garza, A. S., & Slaughter, J. E. (2011). Work engagement: A quantitative review and test of its relations with task and contextual performance. Personnel Psychology, 64(1), 89–136. https://psycnet.apa.org/doi/10.1111/j.1744-6570.2010.01203.x
Cole, C. M. (2021). A Qualitative Study of the Perceived Organizational Support of African American Women Members of Employee Resource Groups. The Chicago School of Professional Psychology. https://www.proquest.com/openview /998217b9f83142eecd75d255cfca745d/1?pqorigsite=gscholar&cbl=18750&diss=y
Elsayed Ibrahim Abouelenien, R., Hani Abd-Elhady, M., Hassan Ibrahim Tahon, S., & Said Ahmed Al Asrag, A. (2024). The relationship between green work engagement and green organizational citizenship behavior in hotels and travel agencies: the moderating role of environmental organizational culture. Journal of the Faculty of Tourism and Hotels-University of Sadat City, 8(1/1), 21-40. https://mfth.journals.ekb.eg/article_333018_0f1bd4b58a80a23be05b8bf53dd2497d.pdf?lang=en
Gupta, M., Shaheen, M., & Reddy, P. K. (2017). Impact of psychological capital on organizational citizenship behavior: Mediation by work engagement. Journal of Management Development, 36(7), 973–983. https://doi.org/10.1108/JMD-06-2016-0084
Hair Jr, J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107-123. https://doi.org/10.1504/IJMDA.2017.087624
Haris, N., Jamaluddin, J., & Usman, E. (2023). The effect of organizational culture, competence and motivation on the SMEs performance in the Covid-19 post pandemic and digital era. Journal of Industrial Engineering & Management Research, 4(1), 29–40. file:///C:/Users/hp/Downloads/436-Article Text-989-1-10-20221220.pdf
Hemaloshinee, V., & Nomahaza, M. (2017). Organizational citizenship behavior in hospitality industry: Bridging challenges, benefits and contribution. International Journal of Human Capital in Urban Management, 2(3), 243–250. https://doi.org/10.22034/ijhcum. 2017.02.03.008
Imran, M. Y., Elahi, N. S., Abid, G., Ashfaq, F., & Ilyas, S. (2020). Impact of perceived organizational support on work engagement: Mediating mechanism of thriving and flourishing. Journal of Open Innovation: Technology, Market, and Complexity, 6(3), 82. https://doi.org/10.3390/joitmc6030082
Ismael, F., & Yesiltas, M. (2020). Sustainability of CSR on organizational citizenship behavior, work engagement and job satisfaction: evidence from iraq. Revista de Cercetare Si Interventie Sociala, 71. https://doi.org/10.33788/rcis.71.15
Jehanzeb, K. (2020). Does perceived organizational support and employee development influence organizational citizenship behavior?: Person–organization fit as moderator. European Journal of Training and Development, 44(6–7), 637–657. https://doi.org/10.1108/EJTD-02-2020-0032
Juwita, S., Tentama, F., & Yuliasesti, E. (2023). The Effect of Organizational Climate and Work Engagement on Organizational Citizenship Behavior (OCB) through Work Motivation as a Mediator Variable for Special School Teachers. Jurnal Neo Konseling, 5(2), 100–106. http://dx.doi.org/10.21009/JOBBE.003.2.03
Kao, J.-C., Cho, C.-C., & Kao, R.-H. (2023). Perceived organizational support and organizational citizenship behavior–A study of the moderating effect of volunteer participation motivation, and cross-level effect of transformational leadership and organizational climate. Frontiers in Psychology, 14, 1082130. file:///C:/Users/hp/Downloads/fpsyg-14-1082130.pdf
Kasa, M., & Hassan, Z. (2015). The role of flow between burnout and organizational citizenship behavior (OCB) among hotel employees in Malaysia. Procedia-Social and Behavioral Sciences, 211, 199–206. https://doi.org/10.1016/j.sbspro.2015.11.084
Kristiani, W., Matin, M., & Sugiarto, S. (2019). The effect of organizational culture and perceived organizational support (POS) towards organizational citizenship behavior (OCB) Teacher SDK PENABUR Jakarta. International Journal for Educational and Vocational Studies, 1(6), 528–532. https://doi.org/10.29103/ijevs.v1i6.1680
Kurtessis, J. N., Eisenberger, R., Ford, M. T., Buffardi, L. C., Stewart, K. A., & Adis, C. S. (2017). Perceived organizational support: A meta-analytic evaluation of organizational support theory. Journal of Management, 43(6), 1854–1884. https://doi.org/10.1177/014920 6315575554
Liu, Z., Chen, C., Cui, H., & Hu, Y. (2023). The relationship between nurses’ social network degree centrality and organizational citizenship behavior: The multiple mediating effects of job satisfaction and work engagement. Heliyon, 9(9). https://doi.org/10.1016/j.heliyon.2023.e19612
Narwastu, V. Y., Widjaja, D. C., & Setiawan, R. (2023). Pengaruh Perceived Organizational Support (POS) terhadap Organizational Citizenship Behavior (OCB) melalui Employee Development (ED) dan Organizational Commitment (OC) sebagai Variabel Mediasi pada Tenaga Kependidikan di Salah Satu Perguruan Tinggi Swasta. Jurnal Manajemen Dan Organisasi, 14(2), 139–160. https://doi.org/10.29244/jmo.v14i2.42113
Niwidadi, S. R., Nuryadi, N., Abdillah, Y., & Qomariah, N. (2024). Improving Performance Based on Work Engagement and Organizational Citizenship Behavior in the Hospital Services Industry. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 7(2), 509–516. https://doi.org/10.33258/birci.v7i2.7907
Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington books/DC heath and com.
Osman, A., Othman, Y. H., Rana, S. M. S., Solaiman, M., & Lal, B. (2015). The influence of job satisfaction, job motivation & perceived organizational support towards organizational citizenship behavior (OCB): a perspective of American-based organization in Kulim, Malaysia. Asian Social Science, 11(21), 174–182. https://doi.org/10.5539/ass.v11n21p174
Paredes, S. L., Salomón, J. O., & Camino, J. R. (2021). Impact of authentic leadership on work engagement and organizational citizenship Behavior: the meditating role of motivation for work. Int J Econ Bus Admin, 9(3), 3–31. https://doi.org/10.35808/ijeba/716
Park, J., & Kim, J. (2024). The Relationship between Perceived Organizational Support, Work Engagement, Organizational Citizenship Behavior, and Customer Orientation in the Public Sports Organizations Context. Behavioral Sciences, 14(3), 153. https://doi.org/ 10.3390%2Fbs14030153
Priskila, E., Tecoalu, M., & Tj, H. W. (2021). The role of employee engagement in mediating perceived organizational support for millennial employee organizational citizenship behavior. Journal of Social Science, 2(3), 258–265. https://doi.org/10.46799/jss.v2i3.129
Putri, L. Z. A., & Kusuma, K. A. (2023). The effect of job satisfaction, organizational culture, and perceived organizational support on organizational citizenship behavior on employee in company. Indonesian Journal of Law and Economics Review, 18(1), 10–21070. https://doi.org/10.21070/ijler.v18i0.879
Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: a review of the literature. Journal of Applied Psychology, 87(4), 698. https://psycnet.apa.org/doi/10.1037/0021-9010.87.4.698
Rich, B. L., Lepine, J. A., & Crawford, E. R. (2010). Job engagement: Antecedents and effects on job performance. Academy of Management Journal, 53(3), 617–635. https://psycnet.apa.org/doi/10.5465/AMJ.2010.51468988
Ridwan, M., Mulyani, S. R., & Ali, H. (2020). Improving employee performance through perceived organizational support, organizational commitment and organizational citizenship behavior. Systematic Reviews in Pharmacy, 11(12). https://www.sysrevpharm.org/abstract/improving-employee-performance-through-perceived-organizational-support-organizational-commitment-and-organizational-cit-67128.html
Saks, A. M. (2019). Antecedents and consequences of employee engagement revisited. Journal of Organizational Effectiveness: People and Performance, 6(1), 19–38. https://doi.org/10.1108/JOEPP-06-2018-0034
Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi‐sample study. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 25(3), 293–315. https://www.wilmarschaufeli.nl/publications/Schaufeli/209.pdf
Shah, S. S., & Shinde, S. (2024). An Overview of Antecedents of OCB and Recommendations for Improving It in Post-pandemic Work. Organizational Citizenship Behaviour (OCB) in India: Emerging Trends and Future Directions, 33–55. http://dx.doi.org/10.1007/978-981-99-9688-9_3
Soilihin, Agung, F. (2024). Transformational Leadership and Work Engagement on Organizational Citizenship Behavior With Learning Organization as A Mediation Variable. Dinasti International Journal of Management Science, 5(3), 328–337. https://doi.org/10.31933/dijms.v5i3.2166
Solimun, F. (n.d.). AAR, & Nurjannah.(2017). Metode statistika multivariat pemodelan persamaan struktural (SEM) pendekatan warpPLS. Metode Statistika Multivariat Pemodelan Persamaan Struktural (SEM) Pendekatan WarpPLS, 110–123.
Sumardjo, M., & Supriadi, Y. N. (2023). Perceived organizational commitment mediates the effect of perceived organizational support and organizational culture on organizational citizenship behavior. Calitatea, 24(192), 376–384. https://doi.org/10.47750 /QAS/24.192.45
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Published
2024-11-26
How to Cite
NI, Sudiyani Nyoman; RIHAYANA, I Gede.
Unveiling the Influence of Perceived Organizational Support on Work Engagement and Organizational Citizenship Behavior.
Matrik : Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan, [S.l.], p. 149 - 160, nov. 2024.
ISSN 2302-8890.
Available at: <https://ojs.unud.ac.id/index.php/jmbk/article/view/117218>. Date accessed: 31 jan. 2025.
doi: https://doi.org/10.24843/MATRIK:JMBK.2024.v18.i02.p05.
Section
Articles
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
