Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation

Aizzat Nasurdin (), Noor Ahmad () and Cheng Tan ()

Service Business, 2015, vol. 9, issue 2, 343-360

Abstract: In recognition of the contribution of tourism industry to the country’s growth, it is of pivotal importance to delve into the factors that could enhance the effectiveness of service delivery of hotel employees. Based on this premise, a model linking training, compensation, and service-oriented organizational citizenship behaviors is tested. Data were collected from a questionnaire survey on 580 customer-contact employees from 29 hotels in Malaysia. Analysis using partial least square method revealed that both training and compensation have direct effects on the specific dimensions of service-oriented citizenship behaviors. This implies that continuous training and favorable compensation are important to foster service-oriented citizenship behavior among hotel employees. Copyright Springer-Verlag Berlin Heidelberg 2015

Keywords: Service-oriented citizenship behavior; Training; Compensation; Customer-contact employees; Hotels (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (12)

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DOI: 10.1007/s11628-014-0230-5

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