Alexander Abraham Daeng Kuma, P. Tommy Y.S. Suyasa, Raja Oloan Tumanggor
| Abstract views: 206 | views: 124


Hospitality industry is one of those industry that need a maximum service for the consument, where as this kind of service can also be described as organizational citizenship behavior. One of the thing that can explain the act of organizational citizenship behavior is job satisfaction and the grouping in proximal withdrawal state. The aim of this study is to investigate the difference between job satisfaction and organizational citizenship behavior in hospitality worker based on proximal withdrawal state’s grouping. Data collection was done using online and offline method, where three different questionnaire was used to measure job satisfaction, organizational citizenship behavior and decide the grouping of one’s proximal withdrawal state. Based on this study, we found that there is a difference on  job satisfaction and organizational citizenship behavior across the proximal withdrawal state’s grouping. Those who belong to enthusiastic stayer and reluctant leaver group are showing higher job satisfaction and organizational citizenship behavior. Meanwhile, those who belong to reluctant stayer and enthusiastic leaver are showing lesser job satisfaction and organizational citizenship behavior. This research can give a clearer picture about how far those who work in hospitality industry can show their organizational citizenship behavior based on their proximal withdrawal state grouping. 

Industri hospitality merupakah salah satu industry yang sangat membutuhkan pelayanan yang maksimal untuk konsumen, dimana bentuk perilaku ini digambarkan sebagai perilaku kewarganegaraan organisasi. Salah satu hal yang dapat menjelaskan perilaku kewarganegaraan organisasi adalah kepuasan kerja seseorang dan kelompok proximal withdrawal state. Studi ini bertujuan untuk melihat perbedaan antara kepuasan kerja dan perilaku kewarganegaraan organisasi pada pekerja di industri hospitality berdasarkan kelompok proximal withdrawal state. Peneliti melakukan penyebaran data menggunakan kuesioner online dan offline, dimana terdapat tiga alat ukur yang digunakan untuk mengukur kepuasan kerja, perilaku kewarganegaraan organisasi dan menentukan kelompok proximal withdrawal state seseorang. Total terdapat 216 data yang dapat diolah pada studi ini. Dari studi yang dilakukan didapatkan bahwa ada perbedaan pada kepuasan kerja dan perilaku kewarganegaraan organisasi pada masing-masing kelompok proximal withdrawal state. Pekerja yang berada pada kelompok enthusiastic stayer dan reluctant leaver menunjukan kepuasan kerja dan perilaku kewarganegaraan organisasi yang paling tinggi, sementara pekerja pada kelompok reluctant stayer dan enthusiastic leaver menunjukan kepuasan kerja dan perilaku kewarganegaraan organisasi yang paling rendah. Hasil dari penelitian ini dapat memberikan gambaran yang lebih jelas mengenai bagaimana pekerja dapat menunjukan perilaku perilaku kewarganegaraan organisasi berdasarkan kelompok proximal withdrawal state mereka.


kepuasan kerja; perilaku kewarganegaraan organisasi; proximal withdrawal state; hospitality; job satisfaction; organizational citizenship behavior

Full Text:



Chen, C. T., Hu, H. S., & King, B. (2018). Shaping the organizational citizenship behavior or workplace deviance: Key determining factors in the hospitality workforce. Journal of Hospitality and Tourism Management, 35, 1-8.

Curry, J. P., Wakefield, D. S., Price, J. L., & Mueller, C. W. (1986). On the causal ordering of job satisfaction and organizational commitment. Academy of Management Journal, 29(4), 847-858. doi: 10.2307/255951

Hom, P. W., Mitchell, T. R., Lee, T. W., & Griffeth, R. W. (2012). Reviewing employee turnover: Focusing on proximal withdrawal states and an expanded criterion. Psychological Bulletin, 138(5), 831– 858.

Lam, C. F., Wan, W. H., & Roussin, C. J. (2016). Going the extra mile and feeling energized: An enrichment perspective of organizational citizenship behavior. Journal of Applied

Psychology, 101(3), 379-391. doi: 10.1037/apl0000071

LePine, J.A., Erez, A., & Johnson, D.E. (2002). The nature and dimensionality of organizational citizenship behavior, a critical review and meta-analysis. Journal of Applied Psychology, 87(1), 52-65.

Li, J. J., Lee, T. W., Mitchell, T. R., Hom, P. W., & Griffeth, R. W. (2016). The effects of proximal withdrawal states on job attitudes, job searching, intent to leave, and employee turnover. Journal of Applied Psychology. 101(10), 1436-1456.

Nielsen, T. M., Hrivnak, G. A., & Shaw, M. (2009). Organizational citizenship behavior and performance: A meta-analysis of group-level research. Small Group Research, 40(5), 555-577.

Ocampo, L.A., Tan, T.A.G., & Sia, L.A. (2018) Using fuzzy DEMATEL in modeling in the causal relationship of the antecedents of organizational citizenship behavior (OCB) in the hospitality industry: A case study in Phillipines. Journal of Hospitality and Tourism Management, 34, 11-29. doi: 10.1016/j.jhtm.2017.11.002

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

Organ, D. W., Podsakoff, P. M., & MacKenzie, S. B. (2006). Organizational citizenship behavior: its nature, antecedent & consequences. New York: Sage Publication.

Ottenbacher, M., Harrington, R., Parsa, H.G. (2009). Defining the hospitality discipline: a discussion of pedagogical and research implications. Journal of Hospitality & Tourism Research, 33(3), 263-283.

Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organization citizenship behavior: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26(3), 513–563.

Price, J. L., & Mueller, C. W. (1981). A causal model of turnover for nurses. Academy of Management Journal, 24(3), 543–565.

Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedent. Journal of Applied Psychology, 68(4), 653-663.

Torres, E. N., & Kline, S. (2006). From satisfaction to delight: A model for the hotel industry. International Journal of Contemporary Hospitality Management, 18(4), 290-301. doi: 10.1108/09596110610665302

Copyright (c) 2020 Jurnal Muara Ilmu Sosial, Humaniora, dan Seni
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.


  • There are currently no refbacks.