The Role Of Staffing And Orientation Practices In Predicting Service-Oriented Organisational Citizenship Behaviour
This study examined the relationships between two specifc human resource management practices (stafng and orientation) and service-oriented organisational citizenship behaviour. Survey data were gathered from a sample of 290 frontline employees attached to 4- and 5-star hotels in Malaysia. The pa...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Asian Academy of Management (AAM)
2016
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| Subjects: | |
| Online Access: | http://eprints.usm.my/36670/1/aamj21022016_2.pdf |
| Summary: | This study examined the relationships between two specifc human resource management
practices (stafng and orientation) and service-oriented organisational citizenship
behaviour. Survey data were gathered from a sample of 290 frontline employees attached
to 4- and 5-star hotels in Malaysia. The partial least squares technique was used to test
the research hypotheses. Results showed that stafng (consisting of recruitment and
selection) and orientation have positive effects on the three dimensions of service-oriented
organisational citizenship behaviours. These fndings demonstrate the need for hotels to
revisit their prevailing stafng and orientation practices in an attempt to enhance their
employees' display of service-oriented citizenship behaviours |
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