THE ROLE OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR AS MEDIATION VARIABLES BETWEEN ORGANIZATIONAL COMMITMENTS AND EMPLOYEE PERFORMANCE: EVIDENCE FROM THE HOSPITALITY INDUSTRY IN SURABAYA

To create hotel customer satisfaction, OCB is needed constantly so that employ- ees themselves have expectations that exceed customer expectations themselves. As such, employees should continue to conduct OCB so that customers are satisfied with the high quality services shown by hotel employees. Th...

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