The importance of organizational citizenship behaviour among hotel employees / Shaiful Annuar Khalid and Hassan Ali

Khalid, Shaiful Annuar and Alias, Hassan (2006) The importance of organizational citizenship behaviour among hotel employees / Shaiful Annuar Khalid and Hassan Ali. Jurnal Intelek, 4 (1). pp. 43-56. ISSN 2231-7716

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Abstract

Given today's competitive business environment, hotels must look into new ways to improve their competitiveness. Organisational citizenship behaviour (OCB) is particularly important in the service sector such as hotels. This article proposes extra-role behaviours such as OCB, in the continuing effort to improve the quality of hotel services for customers and to enhance hotel operational efficiency. This study examines the levels of OCB among 557 employees from 63 star-rated hotels in the states of Perils, Kedah and Pulau Pinang. The results suggest that a majority of the respondents engaged in at least moderate levels of OCB. The implications of these findings for hotel operators are discussed.

Item Type: Article
Uncontrolled Keywords: Behaviour, employee, organizational, hotel industry, service sector
Subjects: H Social Sciences > HD Industries. Land use. Labor > Labor. Work. Working class > Employee participation in management. Employee ownership. Industrial democracy. Works councils
H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Organizational behavior, change and effectiveness. Corporate culture
T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Divisions: Universiti Teknologi MARA, Perlis > Arau Campus > Unit of Research, Development and Commercialization (URDC)
Depositing User: Staf Pendigitan 1
Date Deposited: 02 Apr 2015 02:44
Last Modified: 05 Aug 2016 03:34
URI: http://ir.uitm.edu.my/id/eprint/11561

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