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01.06.2015 | Empirical article

Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation

verfasst von: Aizzat Mohd. Nasurdin, Noor Hazlina Ahmad, Cheng Ling Tan

Erschienen in: Service Business | Ausgabe 2/2015

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Abstract

In recognition of the contribution of tourism industry to the country’s growth, it is of pivotal importance to delve into the factors that could enhance the effectiveness of service delivery of hotel employees. Based on this premise, a model linking training, compensation, and service-oriented organizational citizenship behaviors is tested. Data were collected from a questionnaire survey on 580 customer-contact employees from 29 hotels in Malaysia. Analysis using partial least square method revealed that both training and compensation have direct effects on the specific dimensions of service-oriented citizenship behaviors. This implies that continuous training and favorable compensation are important to foster service-oriented citizenship behavior among hotel employees.

Vorheriger Artikel Self-customization of online service environments by users and its effect on their continuance intention

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Titel: Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation
verfasst von: Aizzat Mohd. Nasurdin
Noor Hazlina Ahmad
Cheng Ling Tan
Publikationsdatum: 01.06.2015
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 2/2015
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-014-0230-5

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