The Dynamics of the Relationship Between Employee Engagement and Organizational Citizenship Behavior Among Tourism Employees in Lau Gumba

Abstract

This study investigates the dynamics of the relationship between employee engagement and organizational citizenship behavior (OCB) among tourism employees in Lau Gumba, Berastagi District. The purpose of this research is to analyze how the level of employee engagement influences voluntary, extra-role behaviors that contribute to organizational effectiveness in the tourism industry. Using a quantitative approach, data were collected from 100 employees working in hotels, restaurants, cafés, and tourist attractions through structured questionnaires. The results show that both employee engagement and OCB are at high levels, with a strong positive correlation (r = 0.682, p < 0.05). Regression analysis indicates that employee engagement significantly affects OCB, explaining 46.5% of its variance. These findings suggest that engaged employees are more likely to demonstrate altruistic, responsible, and cooperative behaviors that enhance organizational performance. The study also highlights the role of cultural collectivism and mutual cooperation (gotong royong) as contextual factors strengthening the engagement–OCB relationship in the Lau Gumba tourism community. The implications emphasize the importance of promoting employee engagement through supportive leadership, recognition, and teamwork to sustain high service quality and organizational success in the tourism sector.