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

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...