The effects of human resource management practices on service-oriented organizational citizenship behaviors: the role of organizational commitment as a mediator
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Date
2010
Authors
Low, Suk Fun
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Abstract
To remain sustainable in competitive business environment, logistics industry
has to create competitive advantage that cannot be imitable by rivalries. Human
resources are the major source in creating competitive advantage. In logistics industry,
customer-contact employees are the major interface contact with customers in
delivering good quality service. The aim of this research is to understand the effects
of human resource management practices and organizational commitment on serviceoriented
organizational citizenship behaviours of customer contact employees. Based
on the Social Exchange Theory (Blau, 1964) and Human Factor Theory (Adjibolosoo,
1993), this study proposed a theoretical framework linking human resource
management practices to service-oriented organizational citizenship behaviours with
organizational commitment as a mediator. A total of 207 customer contact employees
from air freight forwarders, representing a 64.29 percent participated in this study.
Data were collected through self-administered questionnaires. To test the hypotheses,
hierarchical regression analysis was used in this study. It was found that human
resource management practices related to service-oriented organizational citizenship
behaviours with organizational commitment as a mediator. Conclusion of the study
provided theoretical and practical implications as well as suggestions for further
studies in the context of Malaysia.
Description
Keywords
Business Administration , Human Resource Management Practices , Organizational Commitment