Using fuzzy DEMATEL in modeling the causal relationships of the antecedents of organizational citizenship behavior (OCB) in the hospitality industry: A case study in the Philippines

Abstract

Abstract This paper attempts to identify the antecedents of organizational citizenship behavior (OCB) in the hospitality industry and to determine their causal relationships. As a case study, experts with key positions in top hotels and restaurants in Cebu, Philippines were asked to identify the OCB antecedents they observe and experience in practice. Using fuzzy DEMATEL to understand the causal relationships with imprecise information, organizational commitment emerged as the most prominent antecedent with the highest number of impact, both given and received. Furthermore, human resource practices appeared as the most influential antecedent, which showed a higher degree of causality to the other antecedents. Finally, job satisfaction and employee engagement have the highest number of impacts received which means that they are more dependent on other antecedents in the list. These findings may serve as guidelines in making resource allocation decisions, employee performance evaluation and human resource strategy formulation, among others.