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.

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Abstract

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

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	Organized by Faculty of Economics and Business, Universiti Malaysia Sarawak (UNIMAS) and in collaboration with the Securities Industry Development Corporation (SIDC)
Uncontrolled Keywords:	Service industry, Customer-contact employees, Service-Oriented Organizational Citizenship behavior
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Business Management
Depositing User:	Dr. Choo Ling Suan
Date Deposited:	21 Oct 2015 01:14
Last Modified:	13 Apr 2016 03:23
URI:	https://repo.uum.edu.my/id/eprint/15921

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