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

Published on Jun 1, 2015in Service Business
· DOI :10.1007/s11628-014-0230-5
Aizzat Mohd. Nasurdin14
Estimated H-index: 14
(Universiti Sains Malaysia),
Noor Hazlina Ahmad15
Estimated H-index: 15
(Universiti Sains Malaysia),
Cheng Ling Tan4
Estimated H-index: 4
(Universiti Sains Malaysia)
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.
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