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

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.

Metadata

Item Type: Article
Creators:
Creators
Email / ID Num.
Khalid, Shaiful Annuar
UNSPECIFIED
Alias, Hassan
UNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Labor. Work. Working class > Employee participation in management. Employee ownership. Industrial democracy. Works councils

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)
Journal or Publication Title: Jurnal Intelek
UiTM Journal Collections: UiTM Journal > Jurnal Intelek (JI)
ISSN: 2231-7716
Volume: 4
Number: 1
Page Range: pp. 43-56
Keywords: Behaviour, employee, organizational, hotel industry, service sector
Date: 2006
URI: https://ir.uitm.edu.my/id/eprint/11561
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11561

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