The Mediating Role of Organizational Identification in the Effect of Organizational Support Perceptions of Employees in Accommodation Businesses on their Prosocial Service Behaviors

Abstract

Businesses in the accommodation industry are often those that engage in labor-intensive production, and as a result, employee and customer relations are of utmost importance. In order to improve the caliber of the services they offer, managers in the accommodation industry require their staff to display prosocial behaviors by developing strong cognitive and emotional relationships with their companies. The ability of employees to identify with organizations and show prosocial behaviors depends on the support provided within the organization and the degree of their perception of this support. Therefore, the study aims to determine the mediating role of organizational identification in the effect of organizational support perceptions of employees in accommodation businesses on their prosocial service behaviors. For this purpose, using the convenience sampling method in the research, data were obtained from 397 blue-collar employees in four and five-star accommodation enterprises operating in the province of Antalya by using the survey method. The obtained data were analyzed with SPSS 24.0 and SMART PLS programs. The findings of the study revealed that participants' perceptions of organizational support have a positive and significant impact on their prosocial service behavior and organizational identity. Additionally, it was determined that organizational identification influences prosocial service behaviors significantly and positively. The final finding was that organizational identification partially mediates the relationship between participants' perceptions of organizational support and prosocial service behaviors.