Organizational Citizenship Behavior and Employees’ Behavior: Mediated Role of Employees Brand Knowledge in Hotels

The purpose of this research is to find out the mediation role of employees’ brand knowledge between organizational citizenship behavior and employees behavior in hotels. Quantitative approach used in this research, and 204 online questionnaire used to collect the data from three, four, and five, hotel employees in Jordan. The findings proposed that there is a positive mediation role of employees’ brand knowledge between organizational citizenship behavior and employees’ behavior in hotels. Moreover, findings approved that organizational citizenship behavior has a positive effect on employees’ behavior and its dimensions, helping behavior, in-role performance, and creative behavior. On the other hand, organizational citizenship behavior proposed a negative effect on employees’ deviant behavior. The value and the originality of this research is to provide deep understanding and practical implications to the hotel managements and sector on how the employees in the hotels may behave and affected by their organizational citizenship behavior.