Taylor's FSLM Journals
Emotional Intelligence, Perceived Organisation Support and Organisation Citizenship Behaviour: Their Influence on Job Performance among Hotel Employees

@ Asia-Pacific Journal of Innovation in Hospitality and Tourism

Online ISSN: 2710-6519

 Ruth Sabina Francis, Elangkovan Narayan Alagas & Manimekalai Jambulingam 


The hotel industry in Malaysia is under constant pressure to develop strategies for employee retention. The dearth of qualified managerial and non-managerial human resources posits a threat to the job performance of hotel employees and thereby the industry itself. This study examines how hotel employees in Kuala Lumpur perceive their emotional intelligence, organisation support, organisational citizenship behaviour and job performance and the causal relationship among these variables. A total of 100 employees from various hotel departments participated in this study. The data collected was analysed using the Partial Least Square modelling with Adanco software. Results reveal that there is a significant positive relationship between emotional intelligence, perceived organisation support, organisational citizenship behaviour and job performance. The hotel employee’s emotional intelligence and psychological empowerment positively influence their job performance through their organisational citizenship behaviour. The findings of this study proposes a number of theoretical and managerial implementations. 

Keywords: Organisational citizenship behaviour (OCP), emotional intelligence, hospitality employees, Malaysia