Thesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department

Includes bibliography (sheets 52-63)

ABSTARCT
In the main time SSA become one of the innovative topics, which refers to reach two goals in the same time, ambidexterity meaning is being left and right hand in the same time. Here in this study we are trying to study how the frontline employee can offer to their customer’s good services with high quality and achieving in the same time the target goal of their sales. Despite of the number of researches that analyze the SSA theory it still not highlighting all the aspects of this topic as that as the relationship between SSA & PO-Fit and the mediating role of SSA toward PO-Fit and OCB.
This present study intended toward examination the PO-fit SSA The Impact of OCB “cases of Hotels services in Istanbul-Turkey. Correlational Research Design was used in this study and convenient sampling was used to collect data (n=167) employee with age range 18-58 years Hotels services in Istanbul. Sample comprised of 167 partici-pants Male and Female were selected. Work values have to exert powerful influences over perceptions of fit and work-related behavior (Chatman, 1989; Judge in press), items on the scale also addressed several work values (organization fit, honesty, value regard the organization, and fairness). PO-Fit was assessed using two 7-item scales. One scale asked respondents to indicate (1-strongly disagree; 2-I somehow disagree; 3-I disagree; 4-I am undecided; 5-I agree; 6-I somehow agree; 7-I strongly agree) how descriptive each statement was regarding their current organizational environment. Furthermore, The OCB was specifically designed to minimize overlap with scale of counter productive work behavior, a limitation noted in prior scales (Dalal, 2005). The OCB and SSA survey uses a 5-point scale ranging from 1 to 5 (1=Not at all character-istic of him or her 2-Not characteristic of him 3=I am undecided 4-Characteristic of him or her 5-Extremely characteristic of him or her).
The research finding shows that the SSA is a mediate role between POF and OCB, its also shows that the front line employee in hospitality Industry who maintain high level of SSA have a significant level of OCB. Also the survey result shows significance between OCB and PO-Fit even if it not that much strong
Keywords : Services-Sales Ambidexterity, Organization citizenship behavior, Per-son Organization Fit.