The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia
As other service industry, hoteliers are highly relying on their contact employees known as front liners to deliver services to customers.Therefore, the behaviors of front liners can influence customers' perceptions of a hotel service. Customer-orientation behavior of employees has become a pri...
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| Format: | Article |
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Taylor & Francis Group
2012
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| _version_ | 1803626873466388480 |
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| author | Mohd Noor, Nor Azila Kasim, Azilah Scarlat, Cezar Muhamad, Azli |
| author_facet | Mohd Noor, Nor Azila Kasim, Azilah Scarlat, Cezar Muhamad, Azli |
| author_sort | Mohd Noor, Nor Azila |
| collection | UUM |
| description | As other service industry, hoteliers are highly relying on their contact employees known as front liners to deliver services to customers.Therefore, the behaviors of front liners can influence customers' perceptions of a hotel service. Customer-orientation behavior of employees has become a prime variable of interest for organizations wishing to successfully market their products.However, previous researches on this area have stressed the need for a better understanding of the process relating to customer orientation behavior and its influencing factors.This paper investigates the influence of organizational commitment, self-efficacy and intrinsic job motivation of front liners on customer-orientation behavior. |
| first_indexed | 2024-07-04T05:57:05Z |
| format | Article |
| id | uum-14899 |
| institution | Universiti Utara Malaysia |
| last_indexed | 2024-07-04T05:57:05Z |
| publishDate | 2012 |
| publisher | Taylor & Francis Group |
| record_format | dspace |
| spelling | uum-148992015-07-26T04:57:21Z https://repo.uum.edu.my/id/eprint/14899/ The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia Mohd Noor, Nor Azila Kasim, Azilah Scarlat, Cezar Muhamad, Azli GV Recreation Leisure As other service industry, hoteliers are highly relying on their contact employees known as front liners to deliver services to customers.Therefore, the behaviors of front liners can influence customers' perceptions of a hotel service. Customer-orientation behavior of employees has become a prime variable of interest for organizations wishing to successfully market their products.However, previous researches on this area have stressed the need for a better understanding of the process relating to customer orientation behavior and its influencing factors.This paper investigates the influence of organizational commitment, self-efficacy and intrinsic job motivation of front liners on customer-orientation behavior. Taylor & Francis Group 2012 Article PeerReviewed Mohd Noor, Nor Azila and Kasim, Azilah and Scarlat, Cezar and Muhamad, Azli (2012) The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia. Journal of Quality Assurance in Hospitality & Tourism, 13 (1). pp. 61-79. ISSN 1528-008X http://doi.org/10.1080/1528008X.2012.644185 doi:10.1080/1528008X.2012.644185 doi:10.1080/1528008X.2012.644185 |
| spellingShingle | GV Recreation Leisure Mohd Noor, Nor Azila Kasim, Azilah Scarlat, Cezar Muhamad, Azli The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia |
| title | The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia |
| title_full | The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia |
| title_fullStr | The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia |
| title_full_unstemmed | The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia |
| title_short | The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia |
| title_sort | role of individual differences in promoting front liners to become customer oriented a case of the hotel industry in malaysia |
| topic | GV Recreation Leisure |
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