Journal of Applied Sciences1812-56541812-5662Asian Network for Scientific Information10.3923/jas.2016.18.24WuPo-Hsuan LiaoJui-Fan 12016161This study aims to identify the factors that contribute to service-oriented organizational citizenship behavior, perceived service quality and customer satisfaction in hospitality industry. The author proposes a model to examine the relationships among service-oriented organizational citizenship behavior, perceived service quality and customer satisfaction. From the results, the major findings of this study are as the following; Firstly, service-oriented organizational citizenship behavior and perceived service quality, relate positively to customer satisfaction. Secondly, service-oriented organizational citizenship behavior has a positive effect on perceived service quality. Thus, the findings provide managers in hospitality industry with valuable insights that firms can increase their competitive advantage through enhancing customers perceived service quality and satisfaction.]]>Babin, B.J. and M. Griffin,199841127136Bettencourt, L.A. and S.W. Brown,1997733961Bettencourt, L.A., K.P. Gwinner and M.L. Meuter,2001862941Bienstock, C.C., C.W. DeMoranville and R.K. Smith,200317357378Bienstock, C.C. and C.W. Demoranvillez,200628103118Chang, K. and P. Chelladurai,2003236582Chou, C.K., P.H. Wu and C.Y. Huang,20147161170Cronin, Jr. J.J. and S.A. Taylor,1992565568Daskalopoulou, I. and A. Petrou,2005152440Dietz, J., S.D. Pugh and J.W. Wiley,2004478192Kao, F.H., B.S. Cheng, C.C. Kuo and M.P. Huang,201487755780Olorunniwo, F., M.K. Hsu and G.J. Udo,2006205972Van Dyne, L., J.W. Graham and R.M. Dienesch,199437765802Gomez, M.I., E.W. McLaughlin and D.R. Wittink,200480265278Groenroos, C.,19831983Gronroos, C.,1984183644Hair, Jr., J.F., W.C. Black, B.J. Babin and R.E. Anderson,20107th Edn.,Pages: 785Pages: 785Lee, H., Y. Lee and D. Yoo,200014217231Hennig-Thurau, T., K.P. Gwinner and D.D. Gremier,20024230247De Jong, A., K. de Ruyter and J. Lemmink,2004681835De Jong, A., K. de Ruyter and J. Lemmink,20054215931620Lewis, R.C. and B.H. Booms,19831983pp: 99-107pp: 99-107Lewis, B.R. and G.O.S. Gabrielsen,1998186489Liao, H. and A. Chuang,2004474158Mullins, R.R., M. Ahearne, S.K. Lam, Z.R. Hall and J.P. Boichuk,2014783858Ofir, C. and I. Simonson,200744164174O'Neill, M. and A. Palmer,200313187196Organ, D.W.,1988Pages: 132Pages: 132Organ, D.W., P.M. Podsakoff and S.B. MacKenzie,2006Pages: 360Pages: 360Parasuraman, A., V.A. Zeithaml and L.L. Berry,1985494150Parasuraman, A., V.A. Zeithaml and L.L. Berry,1988641240Paulin, M., R.J. Ferguson and J. Bergeron,200659906915Podsakoff, P.M. and S.B. MacKenzie,199710133151Robinson, J.P. and P.R. Shaver,19731973Ryan, A.M. and R.E. Ployhart,20032003pp: 377-397pp: 377-397Salanova, M., S. Agut and J.M. Peiro,20059012171227Schneider, B.,19901990pp: 383-412pp: 383-412Schneider, B., E.G. Godfrey, S.C. Hayes, M. Huang and B.C. Lim et al.,200332122141Schneider, B., M.G. Ehrhart, D.M. Mayer, J.L. Saltz and K. Niles-Jolly,20054810171032Spreng, R.A. and R.D. Mackoy,199672201214Smith, C.A., D.W. Organ and J.P. Near,198368653663Sureshchandar, G.S., C. Rajendran and R.N. Anantharaman,200216363379Tam, J.L.M.,200420897917Towler, A., D.V. Lezotte and M.J. Burke,201150391406Wu, C.C. and N.T. Liu,201496188Yagil, D. and I. Gal,20029215226Zeithaml, V.A., L.L. Berry and A. Parasuraman,1988523548Zeithaml, V.A., L.L. Berry and A. Parasuraman,1996603146