Organizational Behavior and Service Quality

This assignment examines the crucial relationship between organizational behavior and service quality within the tourism industry. It analyzes various theoretical frameworks, including Expectancy Theory, Maslow's Need Hierarchy Theory, and Substitutes for Leadership Theory, to understand their impact on employee motivation, job performance, and ultimately, customer satisfaction. The document emphasizes the role of organizational culture, leadership styles, and employee engagement in shaping service quality delivery.

Running head: Organisation Behaviour
0
Essay
Organization Behavior

Organisation Behaviour 1
Organisation Behaviour
Every individual has his own needs and wants and they have a different attitude and behavior
to achieve those needs and wants. An organization is a group of individuals who work
together for achieving a goal. Thus, it is important to diagnose human behavior in an
organization because it impacts the organizational effectiveness (Frederick, 2014).
Organisation behavior can be defined as the systematic study of actions and attitudes of
people that they demonstrate within an organizational setting. Organisational behavior
basically focuses on two aspects behavior that humans demonstrate in the workplace. The
other argument describes the organizational behavior as the field of study. To understand
organizational behavior researchers can imply RED analysis i.e., recognize, explain and
develop. This approach involves recognizing the areas that require concern, explaining the
implications of each type of behavior in short-term and long term and the last is to develop
practices and policies for positive organizational behavior that help the organization to
flourish (Kaifi, and Noori, 2011).
It was clear in the definition that attitude is the key element for any kind of behavior. Attitude
is nothing but a hypothetical construct. It represents the individuals like or dislikes for a
certain thing (Wicker, 2010). In other words, attitude can be defined as a set of values beliefs
and opinions that individual holds or develops over a particular thing. Attitude is either
positive or negative. Attitude is an important element influencing behavior at individual,
group and organizational level. Basic factors in a workplace that hold potential to influence
the behavior of the individual group and organizational level are job satisfaction, job security,
trust among group members and knowledge sharing and organizational commitment. Job
satisfaction can be defined as the set of feelings that an individual holds for his job. Job
satisfaction is directly linked to workplace turnover, life satisfaction, and job performance.
Therefore it is the most important aspect influencing the behavior. Job security can be
defined as the sense of assurance that an individual holds towards his job. This assurance
provides him the feeling of being shielded. It is important to have a high degree of assurance
for a positive behavior (Susan, 2017). The important element at the group level is trust among
group members and knowledge sharing. Today knowledge is considered as power. Therefore
in the highly competitive atmosphere, there is an inverse relationship between knowledge
sharing intention and degree of competition. Knowledge sharing in an organization can be
facilitated through trust among the team members (Hassandoust, Logeswaran, and Farzaneh,
2011). Organizational commitment can be defined as the degree that demonstrates the
devotion of employee towards an organization. Attitude towards organizational commitment
describes whether employees improve their performance or will leave their jobs (Chung-
Chieh, and Chen, 2013). Attitude regarding organization commitment predicts the employee
performance in coming future. It influences the behavior of the employee towards the work
responsibilities.
There are numerous theories that can be applied to organizational behavior in organizational
settings. Some of these theories are theories of motivation and leadership. Many authors
have given various theories on motivation. Some well-known theories of motivation are

Organisation Behaviour 2
Maslow’s need hierarchy theory, expectancy theory, and equity theory. Maslow’s theory
identified five need hierarchies these are physiological needs, safety needs social needs
esteem needs and self-fulfillment needs. These needs are required to fulfill in a particular
order (Kaur 2013). In the context of organizational behavior, these needs are the major factor
that drives the individual behavior. If an organization expects a positive behavior from
employees it should make sure that different levels of needs of employees are satisfied at
different times. The next theory is expectancy theory. This theory was given by vroom and is
focused on outcomes rather than needs. It is based on three elements Expectancy (efforts),
Instrumentality (performance) and Valence (reward) (Hsu, Shinnar, and Powell, 2014).
Organizational behavior implications of this theory are management should assign equitable
rewards with the jobs and employees will only choose to perform a job if they find that it will
maximize their benefit. The next is equity theory this theory states that employees usually
compare their jobs inputs and outcomes with others. If the employee finds that ratio equal it
is perceived that equality exists. Organization behavior of the employee will be positive if the
quality exists in the system. Management must take efforts to ensure transparency in the
system. Leadership theories that can relate to organizational behavior are trait theory, path
goal theory, contingency theory and behavioral theory of leadership. Various different
leadership theories guide the leadership styles in organizational context. Every employee
behavior is affected by different leadership style of their leader. A consultative or democratic
style is more successful in driving out positive behavior.
There are various problems that can occur in the organizational setting because of difference
in behaviors, such problems can be solved with little efforts from the management. Some of
the challenges faced by managers in managing the employees of different behaviors are
managing workforce diversity, resolving conflicts, managing the issue of changing
demographics of the workplace, workplace issues and challenges, managing cultural
diversity, employee rights, and privacy. Today’s organization welcomes employees from all
genders, nations, race, and ethnicity. The growing diversity in the workforce also implies a
difference in their behaviors. Managers need to identify and respect the differences to manage
them effectively. Responding to those references positively will ensure high performance.
Conflicts may arise in the organization due to contrasting behaviors these issues can be
resolved if the managers intervene before worsening of the situation. Managers need to
understand the perspective of both the parties and then reach to any conclusion. One sided
decision can bring negative results for employee performance (Kashyap, 2016).
Recent researches have shown developments in the field of organizational behavior. The
focus of researchers has shifted to the aesthetic sphere of the organization. The role of
Anthropology is also given due importance. Study of leadership has also emerged as an
important part of the organizational behavior study. According to some studies, leadership
plays a vital role in determining the organizational behavior. It is suggested that the
leadership style of manager determines the behavior of an employee at the workplace. Few
studies have identified that if the leaders considerate the employees will be more committed
to the organization. The research shows that improvement in the supportive and directive

Organisation Behaviour 3
style of leadership can improve the organizational commitment (Mahdi, Mohd, and Almsafir,
2014). According to Lunenburg
(2010), leadership is only important when substitutes are not available. When there are self-
directed teams, effective reward system, autonomous groups and self-leadership there is less
important for leadership. The author also states that importance of leadership can be reduced
but cannot be completely eliminated (In the recent year's anthropology has become more
influential for the context of organizational behavior. Anthropology has helped the
researchers to develop understanding about human activities. It determines major differences
between humans of different nations in the organization. Anthropology influences the field of
organizational behavior to a large extent because it gives an understanding of topics such as
organizational cultures, rituals, and environment. An anthropologist studies the culture from
different perspectives thus helpful in identifying the organizational behavior in different
cultures (Hudelson, 2004). Thus it can be seen that anthropology and leadership concepts and
theories have become the basis for the study of organizational behavior.
Another important concept in the field of organizational behavior is the concept of positive
organizational behavior. It was given by Luthan’s in the year 2000 (Parent and Lovelace,
2015). This concept applies the positive human resource psychology and strengths that can be
measured and developed for improving performance at today’s workplace.this concept
focuses on the positive side of human behavior.It focuses on strengths and psychological
capabilities rather than the weakness. This concept is different because it does not an
emphasis on what is wrong it emphasizes on what is good or positive. These strengths and
capabilities are hope, emotional intelligence, well – being, happiness, optimism etc. The
above-stated developments are just a few noticeable changes in the evolution of the concept
of organization behavior overall with the change in management and organizational
structures the concept has also evolved.
It can be concluded that organizational behavior is an interdisciplinary approach. It is a major
contributing factor in organizational performance. Organisation behavior contributes to the
human resource management. It recognizes, explains and develops human behavior at the
workplace. Attitude is an important component in determining the behavior of an employee at
the workplace. Attitude can be negative or positive. Attitude plays a vital role in determining
organizational behavior at individual, group and organizational level. Job satisfaction, trust
in the group members, knowledge sharing and organizational commitment are the
organizational factors that influence organizational behavior. Theories from various concepts
can be applied to organizational behaviors such as leadership and motivation. The concept of
organizational behavior has evolved over the years. Concepts of anthropology and leadership
are gaining much dominance in the field. Another noticeable development in the field of
organizational behavior is the concept of positive organization culture which merges positive
psychology to the organization. In today’s context, the challenges have increased for the
organization. Knowledge of behaviors helps the organization to deal those challenges.

Organisation Behaviour 4
References
Chung-Chieh, L. and Chen, C.J., 2013. The relationship between employee commitment and
job attitude and its effect on service quality in the tourism industry. American Journal of
Industrial and Business Management, 3(2), p.196.
Frederick, P.R.H., 2014. Organisational Behaviour and its Role in Management of
Business. Global Journal of Finance and Management, 6(6), pp.563-568.
Hassandoust, F., Logeswaran, R. and Farzaneh Kazerouni, M., 2011. Behavioral factors
influencing virtual knowledge sharing: theory of reasoned action. Journal of Applied
Research in Higher Education, 3(2), pp.116-134.
Hsu, D.K., Shinnar, R.S. and Powell, B.C., 2014. Expectancy theory and entrepreneurial
motivation: A longitudinal examination of the role of entrepreneurship education. Journal of
Business and Entrepreneurship, 26(1), p.121.
Hudelson, P.M., 2004. Culture and quality: an anthropological perspective, viewed on 31
August 2017 from https://academic.oup.com/intqhc/article/16/5/345/1822533/Culture-and-
quality-an-aanthropological-perspective
Kaifi, B.A. and Noori, S.A., 2011. Organizational ssbehavior: A study of managers,
employees, and teams. Journal of Management Policy and Practice, 12(1), p.88.
Kashyap, D., 2016. Organizational Behaviour Issues Faced by Today’s Manager, viewed on
31 August 2017 from http://www.yourarticlelibrary.com/organization/organizational-
behaviour/organizational-behaviour-issues-faced-by-todays-manager/63755/
Kaur, A., 2013. Maslow’s need hierarchy theory: Applications and criticisms. Global Journal
of Management and Business Studies, 3(10), pp.1061-1064.
Lazaroiu, G., 2015. Employee Motivation and Job Performance. Linguistic and Philosophical
Investigations, 14, p.97.
Lunenburg, F.C., 2010. Substitutes for Leadership Theory: Implications for University
Faculty, viewed on 31 August 2017 from http://www.nationalforum.com/Electronic
%20Journal%20Volumes/Lunenburg,%20Fred%20C.%20Substitutes%20for%20Leadership
%20Theory%20FOCUS%20V4%20N1%202010.pdf
Mahdi, O.R., Mohd, E.S.B.G. and Almsafir, M.K., 2014. Empirical study on the impact of
leadership behavior on organizational commitment in plantation companies in
Malaysia. Procedia-Social and Behavioral Sciences, 109, pp.1076-1087.
Parent, J.D. and Lovelace, K.J., 2015. The Impact of Employee Engagement and a Positive
Organizational Culture on an Individual’s Ability to Adapt to Organization Change.

Organisation Behaviour 5
Susan, J., 2017. Organizational Change and Employees Resistance. International Journal of
Innovative Knowledge Concepts, 3(7).
Wicker, D., 2010. Attitude is #1: An Interactive Guide to Determine the Correct Attitude in
Real-life Situations. AuthorHouse.