Tourism Management Essay Example for Free

Tourism Management Essay An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers Raymond K.S. Chu, Tat Choi*  Department of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong Special Administrative Region, Peoples Republic of China Received 16 December 1998; accepted 3 February 1999 Abstract Using an Importance}Performance Analysis (IPA), this paper examined business and leisure travellers perceived importance and performance of six hotel selection factors in the Hong Kong hotel industry. The six hotel selection factors identied were: Service Quality, Business Facilities, Value, Room and Front Desk, Food and Recreation, and Security. Both business and leisure travellers held the same perceptions towards all the six hotel selection factors. The IPA grids illustrated that the Value factor fell into the Concentrate Here quadrant; Service Quality, Room and Front Desk and Security in the Keep Up the Good Work quadrant; and Business Facilities and Food and Recreation in the Low Priority quadrant. Room and Front Desk and Security were found to be the determining factors for business and leisure travellers, respectively, in their hotel choice selection. Implications for Hong Kong hoteliers and researchers were discussed. 2000 Elsevier Science Ltd. All rights reserved. Keywords: Importance}Performance Analysis; Hotel selection factors; Business and leisure travellers 1. Introduction 1.1. The Hong Kong hotel and tourism industry Hong Kong has long been Asias most popular tourist destination. The total visitor arrivals for 1996 reached a record of 11.7 million, representing a remarkable 14.7 per cent growth over 1995, with HK$84.5 billion (US$10.8 billion) #owing into the Special Administrative Regions economy in foreign exchange earnings. The 14.7 per cent growth rate in 1996 out-performed the world average of 4.5 per cent, as well as the average growth rates for East Asia/Pacic and South Asia, with 7.9 per cent and 4.0 per cent respectively (WTO, 1997). In addition, approximately 8 per cent of Hong Kongs Gross  Domestic Product (GDP) is attributable to tourism (HKTA, 1998). However, since the beginning of 1997, Hong Kongs inbound tourism industry has experienced  an unprecedented decline. As illustrated in Table 1, the Hong Kong Tourist Association (HKTA) revealed that the numbers of visitors declined from 11.7 million in 1996 to 10.4 million in 1997, representing a 12 per cent fall (HKTA, 1998). The fall in visitor arrivals has been aggravated by the regional currency turmoil, which has made Hong Kong an expensive destination to travel in comparison with other Southeast Asian regions (Poole, 1997). The depreciation of the Thai baht, the Indonesian rupiah, the Malaysian ringgit, and the Philippine peso has inevitably attracted international travellers who prefer to seek bargain visits to these cheaper destinations. Hong Kong is now considered less vacation-friendly than previously as high in#ation has driven up prices. In 1989, 60 per cent of travellers rated shopping in Hong Kong as above average in value for money, but in 1993 the number fell below 45 per cent (HKTA, 1998). In the early 1990s, Hong Kong su!ered from a relatively high in#ation rate of about 10 per cent per annum as a result of an increase in labour and land costs. This paper attempts to identify both the importance and performance of hotel selection factors in the Hong Kong hotel industry using the Importance}Performance Analysis (IPA) model. More specically, the paper intends to compare perceptions of business and leisure travellers, in terms of importance and performance of hotel selection factors. By identifying the needs, desires and expectations of di!erent segments, hoteliers will be in a better position to develop tailor-made marketing strategies to cater for their target customers and to achieve competitive advantages. Source: Adapted from A Statistical Review of Tourism, Hong Kong Tourist Association (1998). 2. Literature review cent per annum in recent years (Hueng, 1997). The rising cost of accommodation in Hong Kong and the dwindling number of shopping bargains are continuously a!ecting the Hong Kong tourism industry (Brevetti, 1995). Such price in#ation threatens Hong Kongs reputation as a Shopping Paradise. Looking at the visitor prole, in particular at a comparison of business and leisure travellers, there appears to have not much signicant change between the two groups. The leisure segment has constituted almost 60 per cent of total visitor arrivals to Hong Kong over the past ten years, while the business segment contributed up to 30 per cent of total visitor arrivals over the same period (see Table 1). Regarding the hotel industry in Hong Kong, room rates have long been considered as the prime factor that adds to the cost of a trip, contributing to tourism downturn (Beck, 1997; Schloss, 1997). Schloss (1997) reported that Hong Kong hotels are more expensive to stay in than in Tok yo hotels, even when they o!er discounts. Beck (1997) mentioned that Hong Kong hotels are too expensive and that the  high cost is the single factor that continues to a!ect tourism in Hong Kong seriously. Research studies have shown that satisfaction with hotel properties, including services, facilities and price, appears to be one of the major factors leading to the success and repeat patronage of the destination (Shih, 1986; Stevens, 1992). To be successful in business, one must understand how customers perceive the product or service attributes, their importance and performance when compared with other competitors. The importance of being competitive and o!ering competitive advantage has been recognised for some years. In the hotel environment, where competition dominates, hoteliers must study the strengths and weaknesses of the product or service they provide and accurately dene their importance and performance. To maintain Hong Kongs present status as one of the worlds most attractive tourist destinations, hoteliers 2.1. Importance}Performance Analysis Importance}Performance Analysis (IPA) conceptually underlies the multi-attribute models that date back to the late 1970s. Martilla and James (1977) applied the IPA technique to analyse the performance of the automobile industry. Hawes, Kiser and Rao (1982) and Hawes and Rao (1985) used the IPA concept in retirement communities and health care applications. Sethna (1982) found the IPA technique to be a valid and powerful technique for identifying service quality areas that require remedial strategic actions. The underlying assumption of the IPA technique is that customers level of satisfaction with the attributes is mainly derived from their expectations and judgment of the products or services performance. IPA has become a popular managerial tool that has been broadly used to identify the strengths and weaknesses of brands, products, services and retail establishments in various industries in recent years (Chapman, 1993; Cheron, McTavish Perrien, 1989). Hemmasi, Strong and Taylor (1994) measured the service quality of hospital services using IPA as an alternative to the traditional SERVQUAL instrument devised by Parasuraman, Zeithaml and Berry (1988). While Evans and Chon (1989) used the IPA to formulate and evaluate tourism policy, Keyt, Yavas and Riecken (1994) and Hsu, Byun and Yang (1997) adopted the IPA technique in restaurant positioning. Lewis (1985) used the IPA as a competitive analysis technique to identify tourists perceptions of the hotel industry. Lewis and Chambers (1989) reported the e!ective use of IPA by the Sheraton Hotel in monitoring customer satisfaction. Almanza, Ja!e  and Lin (1994) used the IPA matrix to determine means for improving customer satisfaction. Martin (1995) examined service providers perceptions of customers expectations of quality service in the hotel industry using the IPA technique. In an increasingly competitive environment, a determination of the strengths and weaknesses of a  have high levels of performance in relation to these activities. In the Low Priority quadrant, attributes have low importance and low performance. Although performance levels may be low in this cell, managers should not be overly concerned since the attributes in this cell are not perceived to be very important. Limited resources should be expended on this low priority cell. Lastly, the Possible Overkill q uadrant contains attributes of low importance, but of relatively high performance. Respondents are satised with the performance of the organisations, but managers should consider present e!orts on the attributes of this cell as being overutilised (Evans and Chon, 1989; Hemmasi, Strong Taylor, 1994; Keyt et al., 1994; Martilla James, 1977; Martin, 1995). Fig. 1. Importance}Performance Analysis grid. Quadrant I Attributes are perceived to be very important to respondents, but performance levels are fairly low. This sends a direct message that improvement e!orts should concentrate here. Quadrant II Attributes are perceived to be very important to respondents, and at the same time, the organisation seems to have high levels of performance on these activities. The message here is To Keep up the Good Work. Quadrant III Attributes are with low importance and low performance. Although performance levels may be low in this cell, managers should not be overly concerned since the attribute in this cell is not perceived to be very important. Limited resources should be expended on this low priority cell. Quadrant IV This cell contains attributes of low importance, but relatively high performance. Respondents are satised with the performance of the organisations, but managers should consider present e!orts on the attributes of this cell as being overutilised. 2.2. Perceived importance and performance of attributes Attribute importance is generally regarded as a persons general assessment of the signicance of an attribute for a product. Many studies have attempted to analyse customer satisfaction in terms of both expectations that relate to certain important attributes and judgments of the attribute performance (Myers Alpers, 1968; Swan Coombs, 1976). However, there appears to have been diverse conclusions made about how one should relate attribute importance and performance. The concept of importance is viewed by customers the same as satisfaction (Barsky, 1992; Rosenberg, 1956). When a customer perceives an attribute as important, the customer will believe that the attribute will play a signicant role in in#uencing his or her product choice (MacKenzie, 1986). More recently, the term importance has been used to refer to the perceived importance of an attribute and its e!ect on product or service quality (Carman, 1990). Lilien, Kotler and Moorthy (1993) dened the term important attributes as those considered important by consumers, and that the various brands or products are perceived to di!er. Hemmasi et al. (1994), however, stated that performance lies in customer perceptions of performance of the attribute. Thus, the more favourable the perception of performance, the greater the likelihood of the choice from among similar alternatives. Therefore, it is strategically important for hoteliers to understand and to identify the product (or service) attributes perceived by customers as important, and to examine how customers perceive these product (or service) attributes. It is also very likely that a customers favourable post-purchase experience may lead him or her to repurchase if the customer is satised with the hotel performance. 2.3. Hotel attributes in hotel choice selection Those attributes directly in#uencing choice are determinant attributes: they may arouse consumers purchase intentions and di!erentiate from competitors o!erings  products or services importance and performance seems an undeniable constituent of success. The interpretation of the IPA is graphically presented on a grid divided into four quadrants. Fig. 1 illustrates the IPA  grid. The -axis reports the customers perceived importance of selected attributes, and the X-axis shows the products (or services) performance in relation to these attributes. The four identiable quadrants are: Concentrate Here, Keep Up the Good Work, Low Priority and Possible Overkill. In the Concentrate Here quadrant, attributes are perceived to be very important to respondents, but performance levels are seen as fairly low. This sends a direct message that improvement e!orts should concentrate here. In the Keep Up the Good Work quadrant, attributes are perceived to be very important to respondents, and at the same time, the organisation seems to  (Alpert, 1971). The services and facilities o!ered by a hotel, or hotel attributes, are those features of products or services that lead consumers to choose one product over others (Lewis, 1983). Wuest, Tas and Emenheiser (1996) dened perceptions of hotel attributes as the degree to which travellers nd various services and facilities important to customers satisfaction. Atkinson (1988) found that cleanliness of the accommodation, followed by safety and security, accommodation value for money, courtesy and helpfulness of sta! were identied as top attributes for travellers in hotel choice selection. Wilensky and Buttle (1988) mentioned that personal service, physical attractiveness, opportunities for relaxation, standard of services, appealing image, and value for money were signicantly evaluated by travellers. Rivers, Toh and Alaoui (1991) examined the hotel selection decisions of members and non-members of frequent guest programs. Their results showed that convenience of location and overall service received the highest ratings. Ananth, DeMicco, Moreo and Howey (1992) surveyed 510 travellers, asking them to rate the importance of 57 hotel attributes in hotel choice decision. The results showed that price and quality was rated as the most important attribute across all age categories, followed by attributes related to security and convenience of location. LeBlanc and Nguyen (1996), in particular, examined the ve hotel factors that may signal a hotels image to travellers. These ve factors were: physical environment,  corporate identity, service personnel, quality of services and accessibility. They suggested that marketing e!orts should be directed to highlight the environmental cues in order to attract new customers. An extensive review of the literature for the hospitality industry suggests that attributes such as cleanliness, location, room rate, security, service quality, and the reputation of the hotel have been considered by most tourists in hotel choice decision (Ananth, DeMicco, Moreo Howey, 1992; Atkinson, 1988; Barsky Labagh, 1992; Cadotte Turgeon, 1988; Knutson, 1988; LeBlanc Nguyen, 1996; Lewis, 1984,1985; Marshall, 1993; McCleary, Weaver Hutchinson, 1993; Rivers, Toh Alaoui, 1991; Wilensky Buttle, 1988). 2.4. Hotel attributes as perceived by business and leisure travellers Many studies have looked into a comparison between business and leisure travellers in their hotel selection criteria. These studies indicated that the important attributes a!ecting business travellers hotel choices were cleanliness and location (Lewis Chambers, 1989; McCleary et al., 1993; Taninecz, 1990), whereas security, personal interactions, and room rates were considered as important by their leisure counterparts (Clow, Garretson Kurtz, 1994; Lewis, 1985; Marshall, 1993; Parasuraman et al., 1988). Taninecz (1990) found that cleanliness,  comfort of mattresses and pillows, and quality of towels received the highest ratings from business travellers. Lewis and Chambers (1989) and McCleary et al. (1993) also found that location was the most important factor in#uencing hotel selection by all business travellers. However, they argued that a hotels catering facilities were not important in hotel selection, as th ere are often many alternative dining choices nearby. Leisure travellers seem to be more concerned with room rates and value in their initial hotel selection (Lewis, 1985). Parasuraman et al. (1988) found that the quality of personal interactions with employees was a critical component of the service quality evaluation. Employees service quality has been cited as important to leisure travellers when selecting overnight accommodation (Parasuraman et al., 1988). Knutson (1988) mentioned that leisure travellers were mainly concerned with a hotels safety and security. This concern might stem from the idea that leisure trips often involve families, and these travellers have a high sensitivity to what may occur around them when their families  are involved. Marshall (1993) and Clow et al. (1994) revealed that security was cited as one of the most important criteria in selecting a hotel. Tourists want to be safe and secure in their accommodation, and are willing to pay for this. The safety and security system may di!erentiate one property from its competition, hence becoming a competitive strategy that helps a hotel to gain tourists condence and trust. Ananth et al. (1992) found that leisure travellers were likely to express concern with regard to a hotels reputation and name familiarity. Other studies have suggested that some hotel attributes are seen as important by both business and leisure travellers. Knutson (1988) examined the di!erences between business and leisure travellers in an attempt to determine the attributes that initially attract these two types of travellers to a hotel, and that bring them back. Her ndings suggested that the following factors were considered by both business and leisure travellers when selecting a hotel for the rst time or for repeat patronage: (1) clean, comfortable, well-maintained rooms, (2) convenient location, (3) prompt and courteous service, (4) safe and secure environment, and (5) friendly and courteous employees. Lewis (1984,1985) tested 66 hotel attributes to determine the basis of hotel selection by 1314 business and leisure travellers in six hotels. The ndings showed that location and price were the determinant attributes for hotel selection for both business and leisure travellers. Cadotte and Turgeon (1988) examined data from members of the AH MA (American Hotel Motel Association) on the relative frequency of 26 categories of compliments. Survey results found that the ve most frequent compliments were: (1) helpful attitude of employees, (2) cleanliness of establishment, (3) neatness of establishment, (4) quality of service, and (5) employee knowledge of service.

Brutal Stanley Kowalski in Tennessee Williams A Streetcar Named Desire :: A Streetcar Named Desire Essays

Brutal Stanley in A Streetcar Named Desire  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   In Williams' "A Streetcar Named Desire"(Williams 2008-2075; additional references by page number only.) the characters are extremely physical. The most physical of all characters in the play was Stanley Kowalski. Stanley is considered to be a brutal, domineering man with animal-like traits. The best relationship to illustrate Stanley's brutality is the one between he and his wife, Stella. Stanley treats Stella badly. He beats Stella and is impolite to her in front of other people. He rarely takes her suggestions and often scolds her. Stanley only acts kindly to Stella when he wants to make love with her. There is evidence in scene three of Stanley's brutality. [At the poker game.] STELLA: How much longer is this game going to continue? STANLEY: Till we get ready to quit. ...Why don't you women go up and sit with Eunice? STELLA: Because it is nearly two-thirty A.M.... [A chair scrapes. STANLEY gives a loud whack of his hand on her thigh.] STELLA: [Sharply.] That's not fun, Stanley. (t o Blanche) It makes me so mad when he does that in front of people. (2026-27) ...Shortly after this incident during the same scene... [BLANCHE turns the radio on. STANLEY stalks fiercely through the portieres into the bedroom. He crosses to the small white radio and snatches it off the table. With a shouted oath, he tosses the instrument out the window.] STELLA: Drunk, drunk animal thing, you!... BLANCHE: [Wildly.] Stella, watch out, he's... [STANLEY charges after STELLA.] MEN: [Feebly] Take it easy, Stanley. Easy fellow... STELLA: You lay your hands on me and I'll... [She backs out of sight. He advances and disappears. There is the sound of a blow, STELLA cries out. BLANCHE screams and runs into the kitchen. The men rush forward and there is grappling and cursing. Something is overturned with a crash.] BLANCHE: [Shrilly.] My sister is going to have a baby! (2031) These are just two examples of Stanley's brutality towards Stella. Near the end of the play, the reader discovers that S tanley has raped Blanche. This is probably considered to be his most brutal act during the play. Stanley doesn't want to let anyone destroy his marriage. When he finds that Blanche is talking bad about him to Stella, he tries his best to "defeat" Blanche by staying with Stella. Blanche would say things such as "He acts like an animal, has an animal's habits!.

Pinnacle case study part ii Essay

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The Other Wes Moore - 1128 Words

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There are several reasons that the two Wes Moores ended up in different situations such as the way their mothers raised them and the different choices that were made byRead MoreThe Other Wes Moore Analysis1088 Words   |  5 Pages In the memoir, The Other Wes Moore, Wes Moore, Moore unfolds several events that happened in his own life, along with another man named Wes Moore. The two men were both born in Baltimore, and faced similar obstacles because of the circumstances they were raised in. With the use of flashbacks, imagery, description, and other literary devices, Moore explains the life of him as a person who grows up to achieve what he wants, while the other Wes Moore spends most of his life in prison as he came toRead MoreAnalysis on The Other Wes Moore701 Words   |  3 Pages The Other Wes Moore The Other Wes Moore is a book about two children with similar lifestyles when they were growing up and the same names, but ending up in different places in their lives. The story is about the other Wes Moore, who was convicted of first degree murder and sentenced to life imprisonment and Wes Moore, the author, who faces poverty and has an ambition of receiving proper education (Moore, 2012). Wes Moore grew up in poor conditions, where he and his small family barely made endsRead MoreAnalysis Of The Other Wes Moore1240 Words   |  5 Pagesmisfortunes and injustices. The Other Wes Moore perfectly exemplifies these exact afflictions that a multitude of people face in the United States, partially due to ethnicity or cultural background. The instances of poverty, economic injustice, drugs, and family influence in The Other Wes Moore contribute to significant findings in socioeconomic structure that relate to considerable matters in the present day. An in-depth analysis on the story of both Wes and Moore in the eyes of a student of NationalRead MoreThe Other Wes Moore Essay751 Words   |  4 Pagesauthor, Wes Moore, begins life in a tough Baltimore neighborhood and ends up a Rhodes Scholar, Wall Streeter, White House Fellow, etc. The other Wes Moore starts in the same place in Baltimore but ends up in prison FOR LIFE. The parallels in their stories arent quite as compelling as they may appear initially. For example, the other Wes Moore spends a number of his developmental years living in the Bronx, NY, whereas his namesake never leaves Baltimore and its suburbs. Though Wes Moore

Change in the Victorian Period. the Role of Women.

Change in the Victorian period. The role of women. The United Kingdom of Great Britain and Northern Ireland is the country whose rich history covers many periods and eras. It saw its ups and downs, experienced both hardships and prosperity. It has been the leading power throughout centuries, with many countries looking up to it and kneeling before it. Still, the echo of its former majesty can be seen up to the present day. However, it is impossible to describe the periods all at once. It would be better to single out an era, we are most interested in, and retrospect it, emphasizing a certain aspect. So, the Victorian period is the one standing in the limelight and capturing most attention. The era, preceded by the Georgian period and†¦show more content†¦There were numerous acts protecting the rights of men but almost none for women. Women were deprived, neglected and usually considered to be the husband’s â€Å"property†. Moreover, when women’s rights were violated there wee no institutions they could turn to for help. Men could get the divorce when a case of adultery occurred, while women could actually get divorced if husband’s adultery was accompanied by cruelty or abuse. Previously, after the divorce all possessions went to husbands leaving wives poor and deprived of everything. During the Victorian period some acts were passed that changed the position of women in the society considerably. From than on, women were allowed to keep their property. Nevertheless, even though women in the Victorian period didn’t get all the rights and freedoms they claimed for, the necessary steps were made to ensure the stable position of females in the society. Observing the mentioned facts, we can say for sure that during the prominent Victorian era women got more independence, social recognition and respect from the opposite sex. Still, a lot was yet to be done. -------------------------------------------- [ 2 ]. According to the statistics taken from the website http://victoriantruth.blogspot.com/2008/07/population-statistics-in-england-in.html [ 3 ]. Article â€Å"Womens Issues in the Victorian Period† published on the website http://www.ehow.com/info_8688322_womens-issues-victorian-period.html [ 4 ]. Oscar Wilde, TheShow MoreRelatedThe Lady Of Shalott By Tennyson And Goblin Market1464 Words   |  6 PagesThe Victorian age is a challenging era to outline. There was a handful of reasons on why it was such a challenging time. One of the main problematic topics was gender roles being very controversial. Men were looked at being intelligent and the leader of the family while women were the ones to care for the children and keep up on the domestic duties. While there were many women that accepted the typical gender roles, there were many women that were not accepting. In both poem, â€Å"The Lady of Shalott†Read MoreA Time Of Perfection And Roles1674 Words   |  7 Pages Brown 1 La Terra Brown Mr. Bryant English IV May 1, 2015 A Time of Perfection and Roles Imagine living in a time when perfection was a true goal. The Victorian age was a time all about social status, gender, and the role each person played within society. These essentially cause the characters in the novel to become blinded and not see the reality in things going on around them. Many times people, have unreachableRead MoreThe Life Of Charles Dickens A Christmas Carol1062 Words   |  5 PagesThe Victorian Period lasted from 1832 to 1901 under Queen Victoria’s reign. The culture revealed in this era was a time of rapid change, social inequality, industrialization, supernatural and religious beliefs, and was accurately reflected in the works of Charles Dickens, A Christmas Carol. Roles of men and women were strictly defined, as were economic statuses. The hustle and bustle of the streets led to illnesses. Working conditions were destitute and unsanitary. Children often had little to noRead MoreRole Of Women During The Victorian Era1664 Words   |  7 P agesmovements and time periods. The Victorian Period had a huge impact on many aspects in British literature and culture. The roles of women were greatly affected during this time period. The question of what women could (or should) do attracted a lot of debate in the Victorian era. There are numerous characteristics about The Victorian Period, one of them being the transformation of Britain. From the1830’s to the 1870’s, as seen in Victorian Literature, Britain underwent changes that transformed theRead MoreThe Victorian Er The Beginnings Of A Modern World1534 Words   |  7 PagesKatherine Noonan Ms Rodden 3rd Period English April 11, 2017 The Victorian Era: The Beginnings of a Modern World In 1837, eighteen-year-old Victoria became Queen of England. She ushered in a new era of prosperity and progress. During Victoria’s reign, Great Britain was the most powerful nation in the world. â€Å"By 1882 Britain was in the later stages of acquiring the largest empire the world has ever seen† (Evans). During this time, Britain also emerged as the most powerful tradingRead MoreGender Inequalities in Victorian England: Robert Browning’s Porphyria’s Lover984 Words   |  4 Pagesevening and welcome to Poetry Break Down, I’m your host Mary Doe. Tonight, we will delve into the fascinating world of classic Victorian literature. Under the microscope is canonized poet, the late Robert Browning. Browning’s poetry was a reflection of his life and times living in Victorian England. Later on this evening we will analyze just how his times came to play a major role in some of his greatest works, in particular his revered poem Porphyria’s Lov er. 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We are going to see how those beliefs helped spring into the Victorian Age. There are three main things concerning the Victorians during this specific time period: evolution, industrialism, and women. Along with these three comesRead MoreWomen During The Nineteenth Century1562 Words   |  7 PagesWomen both in Europe and America during the nineteenth century were living in a society that was characterised by gender inequality (Wwnorton.com, 2015). In the early periods of the century, women were expected to remain passive and subservient to the male counterparts. They were denied many of the legal, social, or even political rights, which in the modern world we consider as a right (Wwnorton.com, 2015). Thus, generally speaking women who belonged to the middle and upper classes remained home;Read MoreThe Changes in the Role of Women throughout Different Eras1381 Words   |  6 PagesThe role of women changes tremendously throughout several eras. Women in the Puritan era are restricted to most rights in which men have, while women in the 1920s are more independent and rebellious against communal standing. In the Puritan era, the rights of women are from dreadfully restrictive to none. Puritan women are personified to be women who continually do what they are told, otherwise known as being â€Å"the good wife.† Later in the Victorian era, women began to feel imprisoned because they

Organizational Citizenship Behavior Free Essays

What is organizational citizenship behavior (OCB)? Describe in your own way. Organizational citizenship behavior (OCB) is behavior that goes beyond the basic requirements of the job, is to a large extent   left to one’s own discretion, and is largely beneficial to the organization. OCB comes about as a result of job satisfaction. We will write a custom essay sample on Organizational Citizenship Behavior or any similar topic only for you Order Now As employees that are highly satisfied with their jobs are more likely to think that they are being treated fairly , therefore trust in the organization and their employer is likely to arise . This then leads employee’s to be more willing in helping out during extra hours voluntarily, volunteering for extra job activities, avoiding unnecessary conflict etc†¦ This is OCB. How is OCB different from normal working behavior? OCB is different from normal working behavior in the sense that the â€Å"employee goes out of his normal working behavior to get involved† (Allen, T. D. , 2006 ) into helping others and go beyond the normal expectations of their jobs. As a normal working behavior would be doing the tasks being asked of you and forced upon you as it is in your job description, but OCB differs from normal working behavior as â€Å"OCBs are employee behaviors that, although not critical to the task or job, serve to facilitate organizational functioning† (Lee and Allen, 2002, p 132). If you are a manager, how do you motivate your subordinates to exhibit more OCBs? Use the theories you have learned from different chapters. Firstly I would like to emphasize the importance of OCB to managers and the organization as a whole as successful organizations need employees who will do more than their usual job duties and provide performance that is beyond expectations and as I have mentioned before OCB describe actions in which employees are willing to go above and beyond their prescribed role requirements. Therefore reiterating the belief that these behaviors are correlated with indicators of organizational effectiveness, therefore showing us that OCB’s are crucial for managers. Now, how to motivate subordinates to exhibit more OCB’s, using Herzberg’s two-factor theory that suggests that motivation factors (which include achievement, recognition, responsibility, growth, and work itself) are strongly related to job satisfaction. I can then say that if I was a manager I would have to make the jobs of my employees challenging, exciting , interesting and satisfying as employees who find their jobs to be such things, â€Å"tend to tolerate demanding supervision, avoid complaining, focus more on positive sides, and forgive organization’s minor faults. These kinds of behaviors are typically related to OCB. † (Herzberg et al. ’s 1959) Since hygiene factors are related to an individual’s job dissatisfaction, one can expect that hygiene factors may also influence an individual’s OCB. Therefore as a manager I would focus on placing hygiene factors such as job security, fringe benefits, and good work conditions so that dissatisfaction from the lack of these factors doesn’t occur and OCB is therefore encouraged. Allen, T. D. (2006). Rewarding good citizens: The relationship between   citizenship behavior, gender, and organizational rewards. Journal of Applied Social Psychology, 36, 120-143. Lee, K. , Allen, N. J. (2002). Organizational citizenship behavior and workplace deviance: The role of affect and cognitions. Journal of Applied Psychology, 87(1), 131-142. Herzberg, F. , Mausner, B. , Snyderman, B. (1959). The motivation to work. New York: Wiley. How to cite Organizational Citizenship Behavior, Papers