Hospitality market is faced by strong challenges and competition. Therefore, hotel employees always face fierce stress that may hinder their organizational citizenship behavior and increase the rate of their turnover. So, this paper examines the effect of job burnout on organizational citizenship behavior (OCB).
A questionnaire form used for this purpose included eight dimensions, named emotional exhaustion; depersonalization; personal accomplishment; altruism ; conscientiousness ; courtesy ; civic virtue; sportsmanship for measuring the relationship between the two variables. A Mann-Whitney U test, a Kruskal-Wallis test, as well as the linear regression analysis were used to analyze the 360 questionnaire forms collected from five star hotels employees. It has been found that Emotional exhaustion, Depersonalization, and Personal accomplishment had significant effects on citizenship behavior. The results suggested that a variety of efforts to assist employees in family concerns, legal issues, financial matters and health maintenance (which is called employee assistance programs) should be employed.