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

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  • Aizzat Nasurdin
  • Noor Ahmad
  • Cheng Tan

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. Copyright Springer-Verlag Berlin Heidelberg 2015

Suggested Citation

  • Aizzat Nasurdin & Noor Ahmad & Cheng Tan, 2015. "Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 343-360, June.
    • Handle: RePEc:spr:svcbiz:v:9:y:2015:i:2:p:343-360
    DOI: 10.1007/s11628-014-0230-5
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    References listed on IDEAS

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    1. Hartline, Michael D. & Jones, Keith C., 1996. "Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions," Journal of Business Research, Elsevier, vol. 35(3), pages 207-215, March.
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    1. Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin, 2019. "Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 289-304, June.
    2. Carmen Castro-Casal & Guadalupe Vila-Vázquez & Álvaro Pardo-Gayoso, 2019. "Sustaining Affective Commitment and Extra-Role Service among Hospitality Employees: Interactive Effect of Empowerment and Service Training," Sustainability, MDPI, vol. 11(15), pages 1-16, July.
    3. Dana Yagil & Hana Medler-Liraz, 2019. "The effect of customer social status and dissatisfaction on service performance," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 153-169, March.
    4. Priyanko Guchait & Xinyuan Zhao & Juan Madera & Nan Hua & Fevzi Okumus, 2018. "Can error management culture increase work engagement in hotels? The moderating role of gender," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 757-778, December.
    5. Chen-Ya Wang & Priyanko Guchait & Cheng-Hsin Chiang & Wan-Ting Weng, 2017. "When customers want to become frontline employees: an exploratory study of decision factors and motivation types," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 871-900, December.
    6. Miri Chung & Young-Hye Jang & Steven A. Edelson, 2021. "The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 77-102, March.
    7. Abubakar Tabiu & Faizuniah Pangil & Siti Zubaidah Othman, 2020. "Does Training, Job Autonomy and Career Planning Predict Employees’ Adaptive Performance?," Global Business Review, International Management Institute, vol. 21(3), pages 713-724, June.
    8. Ikechukwu O Ezeuduji & Thandokazi Lulu Mbane, 2017. "Employee Retention Factors: The Case of Hotels in Cape Town, South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 9(1), pages 6-16.
    9. Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee, 2018. "Psychological contract breach and service innovation behavior: psychological capital as a mediator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 305-329, June.
    10. Roque Helena Cristina & Ramos Madalena, 2019. "The importance of cultural training in the hospitality sector," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 9(2), pages 58-67, December.
    11. Teng Teng & Shengliang Zhang & Xiaodong Li & Yuan Chen, 2020. "Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 14(2), pages 217-240, June.
    12. Ikechukwu O. Ezeuduji & Thandokazi Lulu Mbane, 2017. "Length of Service versus Employee Retention Factors: Hotels in Cape Town, South Africa," Acta Universitatis Danubius. OEconomica, Danubius University of Galati, issue 13(2), pages 5-16, April.

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