Corporate Social Responsibility, Organisational Citizenship Behaviour and Job Satisfaction of a Leading Hotel in Ghana

Abstract

This study examines the relationship between corporate social responsibility (CSR), organisational citizenship behaviour and job satisfaction in a leading hotel in Ghana. The study examines the nature and form of CSR practices of a hotel, the influence of employees’ perception of corporate social responsibility and organisational citizenship behaviour as well as the independent relationship between job satisfaction and organisational citizenship behaviour. A Four-Star hotel in the heart of Accra was selected. Specifically, Marriott International Hotel, Accra was the organisation used for this study. The study employed the concurrent mixed-method approach to gather data at a point in time. Regression analysis was used in analysing the survey data of 162 respondents. Content analysis was also used in analysing the 2018 annual report of the hotel as well as the 2019 annual report of their corporate social responsibility program. Findings from the study showed that the CSR practices of the hotel were more economic in nature and it focused more on education and training. Results from the quantitative analysis showed that, employees had a positive perception of the hotel’s CSR practices. Further analysis showed that, employees’ perception of CSR practices influenced organisational citizenship behaviour. Specifically, economic CSR had the strongest predictor on organisational citizenship behaviour. Again, results from the independent relationship between organisational citizenship behaviour and job satisfaction showed that, job satisfaction significantly predicted organisational citizenship behaviour. Given the findings, it was recommended that, the hotel should focus more on its philanthropic CSR practices to increase the pro-social behaviours of employees.