A Comprehensive Model Linking Human Resource Management Practices And Service-Oriented Organizational Citizenship Behaviors Of Customer-Contact Hotel Employees In Malaysia
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Date
2015
Authors
Nasurdin, Aizzat Mohd.
Ahmad, Noor Hazlina
Tan, Cheng Ling
Journal Title
Journal ISSN
Volume Title
Publisher
School of Management, Universiti Sains Malaysia
Abstract
The two main objectives of this research are: first, to examine the direct effects of HRM practices (selective
hiring, orientation, job security, training, compensation, performance appraisals, and career advancement) on service-oriented organizational citizenship behaviors and; second, to examine the in~lirect effects of HRM practices (selective hiring, orientation, job security, training, compensation, performance appraisals, and career advancement) on service-oriented organizational citizenship behaviors through the mediating effect of organizational commitment. Data was gathered from a sample of 580 customer-contact employees from 29 hotels in Peninsular Malaysia. Results using PLS technique revealed that selecte<ll HRM practices have direct as well as indirect effects on SO-OCBs via commitment. Findings, implications; limitations, and suggestions for future research are discussed.
Description
Keywords
Human Resource Management , Service-Oriented Citizenship Behaviors , Organizational Commitment