Exploring the effects of service climate on organizational citizenship behaviors in tourism industry

The tourism competitiveness of Taiwan has not showed positive growth with the tourist attendance, revealing the growth space for the tourist attendance and the output value in Taiwan. The Taiwan government therefore promotes six major emerging industries, and tourism is one of the administrative strategies. The internal climate of an organization in tourism industry would reflect the contact result between the employees and customers to the customers. When customers present positive feedback, the employees would provide the similar services or better service quality at the next service. To have customers perceive excellent services, a service climate aiming at service characteristics needs to be created and maintained in a tourism organization. By distributing and collecting questionnaires on-site, the employees in Landis Hotels & Resorts are sampled for the investigation. Total 500 copies of questionnaires are distributed, and 273 effective copies are retrieved, with the effective rate 55%. The empirical analyses reveal the following results. 1. Service Climate presents significantly positive effects on Loyalty in Organizational Citizenship Behaviors. 2. Service Climate reveals remarkably positive effects on Participation in Organizational Citizenship Behaviors. 3. Service Climate shows notably positive effects on Service Delivery in Organizational Citizenship Behaviors. 4. The correlation between Service Climate and Organizational Citizenship Behaviors appear significant difference on demographic variables. © 2017 Taru Publications.