Predicting Service-Oriented Citizenship Behaviour among Frontlines with Personal Resources Work Engagement: A Proposed Research Framework

Steady economic performance in recent years has resulted in rapid expansion of the travel and tourism industry.The fast development brought an extensive pressure to the industry’s players in sustaining their market share. In the context of labour intensive business such as hospitality, the competiti...

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Bibliographic Details
Main Authors: Choo, Ling Suan, Subramaniam, Chandrakantan, Mat, Norsiah
Format: Article
Language:English
Published: Akademia Baru 2018
Subjects:
Online Access:https://repo.uum.edu.my/id/eprint/23624/1/JARSBS%2010%201%202018%2074%2079.pdf
Description
Summary:Steady economic performance in recent years has resulted in rapid expansion of the travel and tourism industry.The fast development brought an extensive pressure to the industry’s players in sustaining their market share. In the context of labour intensive business such as hospitality, the competitive position can be enhanced by capitalizing its human resources.Particularly, frontline staffs who display serviceoriented organizational citizenship behaviours is crucial in determining customers’ perception of service quality. From a review of the literature, this paper proposes the motivational construct of work engagement and personal resources, such as emotional intelligence and self-efficacy, to have a positive influence on service-oriented organizational citizenship behaviours which may be the source of competitive differentiation for the hospitality industry.