Verification of the Japanese version of the service-oriented organization citizenship behavior scale

Abstract

This study is a precursor to the study on service-oriented organizational citizenship behavior (SOCB) among the frontline staff of Japanese hospitality companies. It aims to create a Japanese version of the SOCB scale and verify it as a research tool. First, we reviewed previous SOCB studies and organized their definitions of SOCB. Next, we created a Japanese translation of the SOCB scale. We surveyed the frontline staff of Japanese hospitality companies and verified the validity and reliability of the Japanese scale. An exploratory factor analysis was conducted to extract the factors based on the survey data. Subsequently, the confirmatory factor analysis confirmed the validity of the model of factor structure resulting from exploratory factor analysis. We confirmed that the same three-factor model of the original scale establishes the structure of the Japanese SOCB scale. Therefore, quantitative research using the Japanese SOCB scale would help obtain concrete suggestions in hospitality companies’ human resources management as much of their value is derived from human factors.