Walking the tightrope: The dark side of going above and beyond the call of duty
Haldorai K. Kim W.G. Mussina K. Li J.J.
July 2025Elsevier Ltd
International Journal of Hospitality Management
2025#128
The extant hospitality literature has predominantly discussed the positive aspects of organizational citizenship behavior, rarely examining its dark side. Based on Conservation of Resources theory, this study examines the influence of both organizational citizenship behavior and compulsory organizational citizenship behavior on citizenship fatigue. Using a three-wave approach, data was collected from 549 full-time employees in Kazakhstans hospitality industry. The findings reveal a negative relationship between compulsory organizational citizenship behavior and organizational citizenship behavior and that each leads to citizenship fatigue, though the link between compulsory organizational citizenship behavior and citizenship fatigue is more robust. We found that the links between both organizational citizenship behavior and compulsory organizational citizenship behavior and citizenship fatigue are less pronounced among employees with high levels of continuance commitment. Additionally, high levels of perceived organizational support dampen the relationship between organizational citizenship behavior and citizenship fatigue. Implications are discussed and directions for future research are proposed.
Citizenship fatigue , Compulsory organizational citizenship behavior , Continuance commitment , Organizational citizenship behavior , Perceived organizational support
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International Center for Hospitality Research & Development, Dedman College of Hospitality, Florida State University, 288 Champions Way, UCB 4117, P.O. Box 3062541, Tallahassee, 32306, FL, United States
International Center for Hospitality Research & Development, Dedman College of Hospitality, Florida State University, 288 Champions Way, UCB 4115, P.O. Box 3062541, Tallahassee, 32306, FL, United States
L.N. Gumilyov Eurasian National University, Tourism Department, Kazhymukan street, 11, ELB, office 607, Astana, 010000, Kazakhstan
School of Tourism Management, South China Normal University, Higher Education Mega Center, Guangzhou, 510006, China
Faculty of International Tourism and Management, City University of Macau, Taipa, Macao
International Center for Hospitality Research & Development
International Center for Hospitality Research & Development
L.N. Gumilyov Eurasian National University
School of Tourism Management
Faculty of International Tourism and Management
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