Hospitality industry is the most supportive industry among people in a Western context because it is the back end that provides customer service , the quality of employee-customer relationships and other factors. . In this study, organizational citizenship behavior becomes one of the main facets of the hospitality industry due to the challenges and contributions that need to be accepted into consideration to ensure that management can improve this industry in the future. Say no to plagiarism. Get a tailor-made essay on “Why Violent Video Games Should Not Be Banned”? Get an original essay Over the past few decades, OCB in the hospitality industry has become a major area of ​​attention for practitioners and academic researchers. Furthermore, a number of empirical studies indicate a positive relationship between job satisfaction and OCB. Therefore, one of the key strategies to understand the determinants and consequences of organizational citizenship behavior in the hospitality sector is very important. World-class organizations have people who go above and beyond their formal job responsibilities and are willing to dedicate their extra time and energy to work. This phenomenon is known as "organizational citizenship behavior" (OCB), although this orientation is rare in many service sectors, but can be very useful not only in fighting competition, but also in developing a culture of cooperation and successful performance. OCB) has three characteristics: First, OCB is considered a thought as a discretionary behavior, which is not part of the job description and is carried out by the employee as a result of personal choice. Second, OCB is an enforceable requirement of the job description. Finally, OCB contributes positively to overall organizational effectiveness. Organ's classification of the different dimensions of OCB can be summarized into 5 main determinants which will be used as a tool to analyze the relationship between OCB, employee satisfaction and customer satisfaction and loyalty in this study: L altruism, “helping other members of the organization in their tasks” (for example, voluntarily helping less qualified or new employees, and assisting overworked or absent colleagues and sharing sales strategies); Courtesy, “preventing problems arising from the employment relationship” (for example, encouraging other colleagues when they are discouraged about their professional development); Sportsmanship, “accepting circumstances that are less than ideal” (e.g., minor grievances, real or imagined slights); Civic virtue, “participating responsibly in the life of the company (for example, attending meetings/functions that are not obligatory but which help the company, monitoring changes in the organization, taking initiative to recommend how procedures can be improved); Conscientiousness, "dedication to work and desire to exceed formal requirements in aspects such as punctuality or conservation of resources" (e.g. working long days, voluntarily doing things outside of their duties, respecting the rules of the organization and never waste work time). The tourism industry is often cited as the largest industry in the world, contributing 10% of global GDP. In 2014, there were more than 1.1 billion international tourists: this represents a substantial economic impact and movement of goods and services. Tourism is also considered..