Luận án Tiến sĩ: Các yếu tố tác động đến hành vi công dân tổ chức: Nghiên cứu trong các tổ chức hoạt động du lịch tại Tây Nguyên

The tourism sector in Vietnam's Central Highlands is increasingly vital for socio-economic development, necessitating improvements in workforce quality and business performance. Organizational Citizenship Behavior (OCB), characterized by voluntary, responsible, and proactive actions, is recognized as a crucial determinant of organizational effectiveness and sustainable growth. Despite its significance, there remain substantial gaps in understanding how internal organizational factors collectively influence OCB, particularly within the unique cultural landscape of the Central Highlands. Previous research often examined isolated variables, overlooking the integrated framework and the mediating and moderating roles of these factors in this specific context. This dissertation addresses these gaps by proposing and testing a comprehensive model.

Academic researchers in organizational behavior, human resource management, and tourism; practitioners and policymakers in the tourism sector, particularly in the Central Highlands; and graduate students in business and management.

This dissertation investigates the factors influencing Organizational Citizenship Behavior (OCB) among employees in tourism organizations within Vietnam's Central Highlands, a region with distinct cultural characteristics and a growing tourism sector. Specifically, it aims to identify and measure the impacts of Quality of Work Life (QWL), Organizational Commitment (OC), and Perception of Organizational Behavior (POB) on OCB, while also analyzing the mediating roles of OC and POB and the moderating effects of demographic characteristics, particularly ethnicity. Employing a robust mixed-methods design, the study first utilized qualitative focus-group discussions with experts to refine measurement scales and assess the alignment of quantitative results. Subsequently, a quantitative phase involving 450 observations was conducted and analyzed using Partial Least Squares Structural Equation Modeling (SmartPLS 4) to test the proposed structural model. The results demonstrate significant positive direct effects of QWL (β=0.401), OC (β=0.222), and POB (β=0.163) on OCB. Crucially, complementary mediation was confirmed, indicating that QWL influences OCB through POB and OC. Multi-group analysis further revealed that demographic variables such as gender, age, ethnicity, organizational type, size, and business sector moderate various relationships within the model, emphasizing the importance of contextual factors. The study offers three primary academic contributions: proposing a novel integrated framework for OCB research in the Central Highlands, elucidating the mediating mechanisms through which QWL impacts OCB, and providing the first quantitative evidence on the moderating role of demographic characteristics and local culture in human resource management. Managerially, the findings underscore the need for tourism enterprises to prioritize improving Quality of Work Life, strengthening Organizational Commitment, and fostering positive Perception of Organizational Behavior through targeted policies sensitive to employee demographics, ultimately enhancing OCB and sustainable organizational development.