Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement
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Date
2014-08
Authors
Choo, Ling Suan
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Abstract
Service - Oriented organisational citizenship behaviour (SO-OCB) is a form of extra-role
behaviour that goes beyond formal work descriptions in a service organisation.
Consisting of three dimensions, loyalty OCB, service delivery OCB, and participation
OCB, SO-OCB is important to service organisations, such as hotels in improving its
service quality and customer loyalty. This study grounded in the Conservation of
Resources Theory', posited a positive and significant relationship between three bases of
resources (organisation, job. and personal) and SO-OCB.
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Keywords
Organisational Citizenship Behaviour , Conservation of Resources , Environment , Organization , Leadership , social control , OCB , COR