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


Choo, Ling Suan and Subramaniam, Chandrakantan and Mat, Norsiah (2018) Predicting Service-Oriented Citizenship Behaviour among Frontlines with Personal Resources Work Engagement: A Proposed Research Framework. Journal of Advanced Research in Social and Behavioural Sciences, 10 (1). pp. 74-79. ISSN 2462-1951

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Abstract

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.

Item Type: Article
Uncontrolled Keywords: Service-oriented organizational citizenship behaviour, work engagement, personal resources, emotional intelligence, and self-efficacy
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 15 Mar 2018 01:33
Last Modified: 15 Mar 2018 01:33
URI: http://repo.uum.edu.my/id/eprint/23624

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