Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement
Service - Oriented organisational citizenship behaviour (SO-OCB) is a form of extra-role behaviour that goes beyond formal work descriptions in a service organisation. Consisting of three dimensions, loyalty OCB, service delivery OCB, and participation OCB, SO-OCB is important to service organisati...
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| Format: | Thesis |
| Language: | English |
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2014
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| Online Access: | http://eprints.usm.my/45225/1/SERVICE-ORIENTED%20ORGANISATIONAL%20CITIZENSHIP-24PAGE.pdf |
| Summary: | Service - Oriented organisational citizenship behaviour (SO-OCB) is a form of extra-role behaviour that goes beyond formal work descriptions in a service organisation.
Consisting of three dimensions, loyalty OCB, service delivery OCB, and participation OCB, SO-OCB is important to service organisations, such as hotels in improving its service quality and customer loyalty. This study grounded in the Conservation of Resources Theory', posited a positive and significant relationship between three bases of resources (organisation, job. and personal) and SO-OCB. |
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