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Communication satisfaction, perceived fairness and citizenship behavior : a study of the hospitality and gaming industry in Macau

English Abstract

This study examines the levels of communication satisfaction, justice perceptions and citizenship behaviors (OCB) among employees in the gaming and hospitality industry in Macau. The relationships between these variables were investigated. In particular, it proposes that perceived justice has a mediating effect on the relationship between communication satisfaction and OCB. Data was collected from 294 employees working in the Macau gaming and hospitality organizations. Quantitative analyses were used to analyze the relationships between study variables and hypotheses. The fuzzy set qualitative comparative analysis (fsQCA) was used as an additional alternative technique in testing the mediating effect of perceived justice. Results showed that employees’ OCB behaviors were influenced by communication satisfaction and perceived justice. However, justice did not have a mediating effect on the relationship between communication satisfaction and OCB. The results provide implications showing that both communication satisfaction and perceived justice are important variables on employees’ attitudes and behaviors in an organization. Management could put effort in enhancing communication practices and consider justice factors in decision making and implementation.

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Lai, Ho Yan


Faculty of Business Administration


Department of Management and Marketing




Organizational behavior

Organizational effectiveness

Hospitality industry

Gambling industry


Chan, Sow Hup

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