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

Nasurdin, Aizzat Mohd.; Ahmad, Noor Hazlina; Ling, Tan Cheng

doi:10.1007/s11628-014-0230-5

Cited by 41 publications

(40 citation statements)

References 55 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…For example, Bettencourt () has suggested that perceived customer support, commitment and customer satisfaction influence customer citizenship behaviour. Several studies (Ahearne, Bhattacharya, & Gruen, ; Gruen, Osmonbekov, & Czaplewski, ; Nasurdin, Ahmad, & Tan, ) have also shown that customer‐company identification, affective commitment, organizational training, and compensation, are potential determinants of customer citizenship behaviour.…”

Section: Literature Review and Research Hypothesesmentioning

confidence: 99%

See 1 more Smart Citation

Does customer engagement in corporate social responsibility initiatives lead to customer citizenship behaviour? The mediating roles of customer‐company identification and affective commitment

Hur

Kim

2018

Corp Soc Responsibility Env

131

133

View full text Add to dashboard Cite

This study examines how customers' perceptions of corporate social responsibility (CSR) affect their customer citizenship behaviour and the mediated link through customer‐company identification and affective commitment. Working with a sample of 615 banking service customers in South Korea, structural equation modelling is employed to test the research hypotheses. The results of this study suggest that customers' perceptions of CSR are positively related to their customer citizenship behaviour. Second, customer‐company identification was found to mediate the positive relationship between customers' perceptions of CSR and customer citizenship behaviour. Third, customers' affective commitment towards their organization also mediated the positive relationship between customers' perceptions of CSR and customer citizenship behaviour. Finally, the relationship between customers' perceptions of CSR and customer citizenship behaviour is sequentially and partially mediated by customer‐company identification and affective commitment. The theoretical and managerial implications of the results and the limitations of the study are discussed, and future research directions are suggested.

show abstract

Section: Literature Review and Research Hypothesesmentioning

confidence: 99%

“…Several studies (Ahearne, Bhattacharya, & Gruen, 2005;Gruen, Osmonbekov, & Czaplewski, 2007;Nasurdin, Ahmad, & Tan, 2014) have also shown that customer-company identification, affective commitment, organizational training, and compensation, are potential determinants of customer citizenship behaviour.…”

Section: Customer Citizenship Behaviourmentioning

confidence: 99%

Does customer engagement in corporate social responsibility initiatives lead to customer citizenship behaviour? The mediating roles of customer‐company identification and affective commitment

Hur

Kim

2018

Corp Soc Responsibility Env

131

133

View full text Add to dashboard Cite

show abstract

“…The dimensions of Customer-Oriented Organizational Citizenship Behavior (CO OCB), as follows: Helping behavior, Sportsmanship, Organizational Loyalty, Organizational Compliance, Individual Initiative, Civic Virtue, and Self Development (5) . In facing tough competition in the global era, high OCB is needed, as it is confirmed to lead to service quality improvement, making the interaction with customers be more convenient, and offering innovative ideas in advancing the service that leads to customer's satisfaction (4,29,30) .…”

Section: Literature Reviewmentioning

confidence: 99%

“…An extra employee's behavior in offering service internally and externally, beyond the formal task system was called an OCB that oriented to the customer or Customer Oriented-Organizational Citizenship Behavior or CO-OCB (3) that inlined with one of the company cultures of PT X as a railway transportation service provider, that is excellent service. A specific OCB suited better to the staff who play roles in offering service to customers and representing the organization to external parties (4) .…”

Section: Introductionmentioning

confidence: 99%

How Mindfulness and Servant Leadership Affect Customer-Oriented Organizational Citizenship Behavior: Service Climate as Potential Mediator

2019

IJRTE

View full text Add to dashboard Cite

One aspect of competitive advantage that is now the main focus of the company is human resources. To improve the performance of organizations related to service excellence, it takes work behavior that exceeds the demands of work, namely Customer Oriented-Organizational Citizenship Behavior. This article is Proposal for Doctoral Colloquia that aims to prove the variables that influence Customer Oriented-Organizational Citizenship Behavior and obtain a model of the structural relationship between Mindfulness, Servant Leadership, Service Climate, and Customer Oriented-Organizational Citizenship Behavior. This study is explanatory survey research with a mixed-method approach. The participants of this study are the supervisor of railway transportation provider in Jakarta, Indonesia. The sampling technique is multistage sampling (a combination of cluster sampling and stratified sampling). The data will be collected by self-report surveys. The data will be analyzed by using Structural Equation Modelling with Lisrel 8.7 software. The results from this study will be proved and built a structural model of the effect of mindfulness and servant leadership on Customer Oriented-Organizational Citizenship Behavior through a service climate. The novelty of this study is the addition of contextual factors such as service climate as a mediator variable in testing the effect of mindfulness on workplace outcomes such as Customer Oriented-Organizational Citizenship Behavior and the influence of servant leadership on Customer Oriented-Organizational Citizenship Behavior, and the development of dispositional mindfulness instrument for Indonesian employees.

show abstract

“…Qualified hotel employees deliver service to customers not only to win their trust and commitment on the employee level and the hotel level, which maintains the quality of the relationship between employees and customers, but also, in turn, to reinforce customers' purchases, word-of-mouth recommendations, and intention to revisit the hotel (Nasurdin et al 2014;Su and Wang 2007). However, compared to other servicefocused industries, the tourism and hospitality industries are more labor intensive and their labor demand is highly variable and hard to meet by unplanned recruitment and selection.…”

mentioning

confidence: 99%

How does the interview change the importance of résumé information in acceptance decisions? An experimental study in the hotel industry

Lorgnier

Yang

et al. 2014

Serv Bus

View full text Add to dashboard Cite

The present study examines the effects of résumé information and interview conditions on postinterview acceptance decisions in a laboratory selection setting of the hotel industry. Data from 229 responses by undergraduate students majoring in hospitality management in Taipei indicated that résumé-based cognitive abilities (CAs) were positively related to applicant's chance of being accepted after the interview. Furthermore, the effect of résumé-based interpersonal abilities (IAs) was stronger for female applicants in the interview than their male counterparts. The effect of CAs was also stronger when applicants used excuse rather than justification as defense tactics during interviews.

show abstract

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

Cited by 41 publications

References 55 publications

Does customer engagement in corporate social responsibility initiatives lead to customer citizenship behaviour? The mediating roles of customer‐company identification and affective commitment

Does customer engagement in corporate social responsibility initiatives lead to customer citizenship behaviour? The mediating roles of customer‐company identification and affective commitment

How Mindfulness and Servant Leadership Affect Customer-Oriented Organizational Citizenship Behavior: Service Climate as Potential Mediator

How does the interview change the importance of résumé information in acceptance decisions? An experimental study in the hotel industry

Contact Info

Product

Resources

About