Hotel Frontline Employees’ Perceptions about Organizational Variables: Evidence of Mashhad’s Hotels

This study intended to investigate frontline employees’ perceptions of Organizational Citizenship behavior (OCB), Perceived Organizational Support (POS), and Organizational Identification (OI) according to their demographic characteristics: gender, age, and education in the context of hotel industry in Mashhad, Iran. The aim of study is to investigate any differences in the employees’ (OCB) perceptions specifically altruism, courtesy, sportsmanship, civic virtue, conscientiousness, perceived organizational support, and organizational identification in accordance with their age, gender, and education. The population under investigation consists of 127 frontline employees working in Mashhad 5 Star hotels. With the help of SPSS 20 relationships were assessed. The study revealed that frontline employees perceive OI at higher levels than OCB and POS. Generally, older male and highly educated employees perceived these behaviors and attitudes at higher levels than young female employees. Results in details are presented within the study. Keywords: Organizational Citizenship Behavior, Perceived Organizational Support, Organizational Identification, Frontline employees, Demographic Characteristics