Mediating the Organizational Commitment in the Relationship between Employees Treatment and Organizational Citizenship Behavior in Travel and Tourism Industry: A Theoretical Construct”

Abstract

The well treatment of employees is inevitable and more particularly in travel and tourism which is people business and humanitarian phenomenon that requires humanitarian touch. In the same vein, Sir Richard Branson quotes “Train people well enough so they can leave, treat them well enough so they don’t want to”. When an organization treats its employees well and fairly they will be more productive and loyal employees who will be more able to treat customer well and will have commitment towards the organization that will be reflected in less turnover and absenteeism. When the organization treats its employees well and fairly, they will be more talented employees and will have high degree of organizational commitment and hence high level of organizational citizenship behavior. In other word, they will be more loyal towards the organization and more able to satisfy customers (tourists) and this in itself represents challenge in travel and tourism industry due to the intangibility of tourism services and difficulty of measuring service quality. Good service is that meets the needs and expectations of customers.