Determinants of Quality Pledge Among Five-Star Hoteliers: A PLS-SEM Approach

Influence of Managerial Coaching on Service-Oriented Citizenship Behaviours: The Mediating Role of Service Quality Commitment in The Malaysian Hotel Industry During the Pandemic Outbreak

“…Qiu et al (2019) mentioned that there is limited study on the causal relationships between leadership styles and importance to commit on the service in hospitality industry. Instead, researchers have found that when service-oriented organizations dedicated to implementing MC, employees will commit to providing service quality to enhance the customer experience (Berry et al, 2002;Ma'amor et al, 2018). Perhaps, MC could be an important factor to influence ECSQ in the hotel industry.…”

“…Furthermore, this study recommends ECSQ as a mediator between MC and employees' SOCB since attitudinal commitment was found to improve employees' dedication in delivering customer service (Kumar & Krishnaraj, 2018;Ma'amor et al, 2018). In this study, the researchers argue that MC is an appropriate leadership style which will promote employees' tendency to commitment to service quality; performing SOCB with this attitudinal component (ECSQ) in turn has enhanced the proposed theoretical framework because it reinforces the social exchange relationship between MC and SOCB (Elmadag et al, 2008;Sun et al, 2012;Ellinger et al, 2013;Siva & Unas, 2016;Kumar & Krishnaraj, 2018;Ma'amor, et al, 2018).…”