Manager Mindsets and Employee Organizational Citizenship Behaviors: A Multilevel Study of Managers and their Employees in North Cyprus Hospitality Industry

This study investigates how hotel managers with incremental mindsets influence the organizational citizenship behaviors of their subordinates through the process of coaching. The study also investigates how the differences in the procedural justice climate in the departments may amplify the importance of effective coaching for organizational citizenship behaviors of employees. Structured and self-administered surveys were collected from managers and employees of 12 five star hotels operating in Northern Cyprus. A sample of 216 employees and department managers in 40 departments responded to the survey. Since the employees are nested in the departments, a multilevel analysis using hierarchical linear modelling was utilized. Effects of incremental mindsets of managers on the organizational citizenship behaviors of their subordinates are mediated by the coaching behavior of the managers. Effective coaching is especially more important in departments where procedural justice climate is low. In line with the substitutes to leadership theory, the positive procedural justice climate serves as a substitute for coaching, however when the procedural justice climate is negative, the role of effective coaching becomes imperative for organizational citizenship behaviors of employees. A growth mindset oriented organizational culture should be formed in hospitality organizations with shared beliefs that peoples’ abilities are malleable and can be developed. Hotels should not only seek managers who have experience and knowledge, but should also strive to attract managers with incremental mindsets. Due to the high level of competition in the hospitality and tourism sector, having employees with high levels of organizational citizenship behaviors who will perform even when they are not monitored and who will help co-workers even when certain tasks are not spelled out in their job descriptions is a source of competitive advantage. The study demonstrates how organizational citizenship behaviors can be improved through effective coaching and how procedural justice climate influences the strength of this relationship using a multi-level model. Keywords: Implicit person theory, coaching behavior, procedural justice climate, organizational citizenship behavior, multi-level analysis.