Organizational Citizenship Behaviour and Job Satisfaction in operational and management employees of the hotel sector

Comportamiento de ciudadanía organizacional y satisfacción laboral en empleados operativos y gerenciales de hoteleria

The objective of this article is to analyze the relationship between these civic-type behaviors and job satisfaction in operational and managerial employees in hotel companies in the city of Zacatecas, Mexico. Citizenship behaviors and job satisfaction are two important themes of the employee experience that can explain the direction of human capital towards the provision of better services. The instrument was applied to 212 employees of different occupational levels in 11 hotels in the city of Zacatecas. Through the canonical correlation statistical technique, it is shown that there is a favorable relationship between the variables raised, which would imply that the degree of job satisfaction of the workers has a direct impact on the performance of discretionary voluntary behaviors that prioritize organizational interests over the worker's own interests. This correlation was confirmed both for the group of managerial workers (grouped as managers) and for the operatives, although intensified in the former. Therefore, the link between the SL level and the components of its construct with the CCOs as a whole shows the relevance of complying with and promoting, as a hotel organization in Zacatecas, those factors that are a source of job satisfaction, since these could drive behaviors (known as civic) in favor of the organization.