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The study evaluated how the engagement and psychological empowerment of front-line employees’ in 1- and 2- star limited-service hotels influences the effect of their job satisfaction on their organizational citizenship behavior. Quantitative data was collected from 302 respondents in twenty-five 1- and 2- star hotels in Ghana. Based on the analysis, it was found that employees satisfied with their jobs manifested extra role behaviors, moderated by the level of organizational engagement and psychological empowerment received. It was concluded that enhanced job satisfaction, enabled by effective employee engagement and psychological empowerment practices, is a good predictor of organizational citizenship behavior required of front-line employees in 1- and 2- star hotels.

journal of human resources in hospitality and tourism

The influence of front-line employees’ engagement and psychological empowerment on job satisfaction and organizational citizenship behavior in 1- and 2- star hotels in Ghana