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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dc.contributor.authorLow, Suk Fun
dc.date.accessioned2014-09-05T02:25:02Z
dc.date.available2014-09-05T02:25:02Z
dc.date.issued2010
dc.description.abstractTo 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.en_US
dc.identifier.urihttp://hdl.handle.net/123456789/71
dc.language.isoenen_US
dc.subjectBusiness Administrationen_US
dc.subjectHuman Resource Management Practicesen_US
dc.subjectOrganizational Commitmenten_US
dc.titleThe effects of human resource management practices on service-oriented organizational citizenship behaviors: the role of organizational commitment as a mediatoren_US
dc.typeThesisen_US
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