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This study examines how cross-cultural psychological capital (PsyCap) and service-oriented organizational citizenship behavior (OCB) influence millennial employees’ turnover intentions in the hotel sector. The effect of the mediation role of service-oriented OCB in the relationship is also determined. The data from self-administered survey responses was analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. Results demonstrated that cross-cultural PsyCap influences service-oriented OCB but does not significantly influence turnover intention. Service-oriented OCB, however, has an impact on turnover intention. Additionally, service-oriented OCB substantially mediates the relationship between cross-cultural PsyCap and turnover intention. These findings suggest that while cross-cultural PsyCap does not directly result in reduced turnover intention, it does generate a positive effect through increased service-oriented OCB. This study contributes to the literature by applying the Job Demands-Resources and Theory of Planned Behavior frameworks to explain the relationships between the three variables. The theoretical and managerial application, along with the limits and recommendations, were further discussed in this study.

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From Knowledge to Wisdom: Applying Cross-Cultural Psychological Capital and Service-Oriented Organizational Citizenship Behavior to Reduce Turnover Intention

  • 会议论文

  • 发表日期：

    2026年

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  • Daria Gom,
  • Mary Monica Jiony,
  • Tek Yew Lew,
  • Geoffrey Harvey Tanakinjal,
  • Stephen Sondoh

摘要

This study examines how cross-cultural psychological capital (PsyCap) and service-oriented organizational citizenship behavior (OCB) influence millennial employees’ turnover intentions in the hotel sector. The effect of the mediation role of service-oriented OCB in the relationship is also determined. The data from self-administered survey responses was analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. Results demonstrated that cross-cultural PsyCap influences service-oriented OCB but does not significantly influence turnover intention. Service-oriented OCB, however, has an impact on turnover intention. Additionally, service-oriented OCB substantially mediates the relationship between cross-cultural PsyCap and turnover intention. These findings suggest that while cross-cultural PsyCap does not directly result in reduced turnover intention, it does generate a positive effect through increased service-oriented OCB. This study contributes to the literature by applying the Job Demands-Resources and Theory of Planned Behavior frameworks to explain the relationships between the three variables. The theoretical and managerial application, along with the limits and recommendations, were further discussed in this study.