Job burnout and organizational citizenship behavior among hotel employees: An approach based on the conservation of resources theory

Abstract

Based on the Conservation of Resources theory, this study explores the impact of job burnout on organizational citizenship behavior (OCB) among hotel employees. Data were collected from 297 hotel employees in Vietnam through an online survey. PLS-SEM analysis reveals that emotional exhaustion has the strongest negative impact on all three aspects of OCB; depersonalization also has a negative effect, albeit to a lesser extent. Reduced personal accomplishment shows no significant impact. The findings highlight the importance of managing burnout to maintain and promote OCB in the hospitality industry. The study proposes human resource management strategies focusing on minimizing emotional exhaustion and cynicism while creating a supportive environment to encourage OCB.