A Proposed Model of the Dimensions of Perceived Organizational Support of Employees Working in Hotel Management

Abstract

Perceived Organizational Support Theory is a theory based on explaining
 employee- organization relationship in terms of Social Exchange Theory.
 Although the common view is that  a
 substantial part of an employee’s perceived support of  their organization come from their managers
 and fellow employees, there is an insufficient amount of research in  hospitality management regarding whether
 customer behaviours and customer- employee interaction effect this perception.
 In this study, it is argued that whether customers as the components of
 intellectual capital will have an effect on an employee’s perceived
 organizational support. In this context, the study has been conducted starting
 from customer capital which represents human capital source as well as the
 component of intellectual capital in tourism industry. From this perspective,
 it is claimed  that customer capital in
 tourism industry may also contribute as a dimension to the perceived
 organizational support of the employees. In other words, in this study it is
 claimed that customer capital which is a component of the intellectual capital,
 forms a dimension of the employee’s perceived organizational support. This
 study is based on the scanning  of
 conceptual and empirical literature regarding this dimension.