Managing service-oriented organizational citizenship behaviors: A review of research literature
For service organizations, service delivery excellence is a necessity.It is also tightly coupled to the favorable attitudes and behaviors of an organization’s customer-contact employees. Described as service oriented organizational citizenship behaviors, service employees who exhibit high levels of...
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| Format: | Conference or Workshop Item |
| Language: | English |
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2015
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| Online Access: | https://repo.uum.edu.my/id/eprint/15921/1/ch.pdf |
| _version_ | 1803627056453386240 |
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| author | Choo, Ling Suan |
| author_facet | Choo, Ling Suan |
| author_sort | Choo, Ling Suan |
| collection | UUM |
| description | For service organizations, service delivery excellence is a necessity.It is also tightly coupled to the favorable attitudes and behaviors of an organization’s customer-contact employees. Described as service oriented organizational citizenship behaviors, service employees who exhibit high levels of these behaviors are willing to go beyond their formal job description. They display loyalty, participation and dedicated service delivery to customers.Drawing from existing studies, this paper defines the concept of service-oriented organizational citizenship behavior, explains why these behaviors are important for service organizations, and discusses the determinants of service-oriented organizational citizenship behaviors |
| first_indexed | 2024-07-04T06:00:00Z |
| format | Conference or Workshop Item |
| id | uum-15921 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:00:00Z |
| publishDate | 2015 |
| record_format | dspace |
| spelling | uum-159212016-04-13T03:23:45Z https://repo.uum.edu.my/id/eprint/15921/ Managing service-oriented organizational citizenship behaviors: A review of research literature Choo, Ling Suan HD28 Management. Industrial Management For service organizations, service delivery excellence is a necessity.It is also tightly coupled to the favorable attitudes and behaviors of an organization’s customer-contact employees. Described as service oriented organizational citizenship behaviors, service employees who exhibit high levels of these behaviors are willing to go beyond their formal job description. They display loyalty, participation and dedicated service delivery to customers.Drawing from existing studies, this paper defines the concept of service-oriented organizational citizenship behavior, explains why these behaviors are important for service organizations, and discusses the determinants of service-oriented organizational citizenship behaviors 2015-10-08 Conference or Workshop Item PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/15921/1/ch.pdf Choo, Ling Suan (2015) Managing service-oriented organizational citizenship behaviors: A review of research literature. In: International Conference on Contemporary Issues in Accounting and Finance (CoCIAF2015), October 08-10, 2015., Kuching, Sarawak, Malaysia. http://www.feb.unimas.my/cociaf/ |
| spellingShingle | HD28 Management. Industrial Management Choo, Ling Suan Managing service-oriented organizational citizenship behaviors: A review of research literature |
| title | Managing service-oriented organizational citizenship behaviors: A review of research literature |
| title_full | Managing service-oriented organizational citizenship behaviors: A review of research literature |
| title_fullStr | Managing service-oriented organizational citizenship behaviors: A review of research literature |
| title_full_unstemmed | Managing service-oriented organizational citizenship behaviors: A review of research literature |
| title_short | Managing service-oriented organizational citizenship behaviors: A review of research literature |
| title_sort | managing service oriented organizational citizenship behaviors a review of research literature |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/15921/1/ch.pdf |
| work_keys_str_mv | AT choolingsuan managingserviceorientedorganizationalcitizenshipbehaviorsareviewofresearchliterature |