Purpose

The purpose of this study is to examine the intricate dynamics within the hospitality service sector, which predominantly employs low-wage and low-skilled workers. These employees frequently encounter challenges related to breaches in their psychological contracts. Despite their critical role in customer service, their experiences are often overlooked in organizational inclusion research. We investigate the relationship between employees’ perceptions of organizational inclusion and their assessments of organizational ethical virtues (OEVs), considering the potential moderating effect of psychological contract breach. Furthermore, it explores how these factors influence customer- and organizationdirected organizational citizenship behaviors (OCBs).

Design/methodology/approach

Our research design incorporates a two-stage moderated-mediation model to test our proposed hypotheses empirically. A two-source sample of 451 European hotel managers and employees extends the inquiry with the proposed model. Structural Equation Modeling (SEM) was employed to analyze the proposed relationships.

Findings

Findings reveal that organization inclusion is positively associated with OEV and employee-perceived OEV mediates an indirect link between organization inclusion on customer-oriented OCB. Moreover, psychological contract breach (P CB) attenuates the association between organization inclusion and OEV at the first stage and OEV, and OCB at the second stage.

Originality/value

The findings robustly corroborate our proposed model. The study findings culminate in a discussion accentuating the extensive implications of our findings for both research and practicality within the hospitality sector. Anchored in empirical revelations, we delineate avenues for future exploration in this pivotal domain.

中文翻译：

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揭示联系：酒店业的组织包容性、道德美德和组织公民行为

 目的

本研究的目的是研究酒店服务行业内复杂的动态，该行业主要雇用低工资和低技能工人。这些员工经常遇到与违反心理契约相关的挑战。尽管他们在客户服务中发挥着关键作用，但他们的经验在组织包容性研究中经常被忽视。我们调查了员工对组织包容性的看法与他们对组织道德美德（OEV）的评估之间的关系，考虑到心理契约违背的潜在调节作用。此外，它还探讨了这些因素如何影响客户和组织导向的组织公民行为（OCB）。

设计/方法论/途径

我们的研究设计采用了两阶段调节中介模型，以实证检验我们提出的假设。 451 名欧洲酒店经理和员工的两个来源样本利用拟议模型扩展了调查范围。采用结构方程模型（SEM）来分析所提出的关系。

 发现

研究结果表明，组织包容性与 OEV 呈正相关，并且员工感知的 OEV 介导组织包容性与以客户为导向的 OCB 之间的间接联系。此外，心理契约违背（PCB）削弱了第一阶段组织包容性与OEV以及第二阶段OEV和OCB之间的关联。

 原创性/价值

研究结果有力地证实了我们提出的模型。研究结果最终引起了讨论，强调了我们的研究结果对酒店业研究和实践的广泛影响。以实证启示为基础，我们描绘了这一关键领域未来探索的途径。