Human Resources Management And Employees’ Prosocial Behaviour Of Hotel Front Liners In Penang, Malaysia
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Date
2015-02
Authors
ALHROUT, SHADI ALI
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Abstract
The frontline staffs of hotels and the hospitality industry plays a pivotal role in forming the opinions of service consumers by means of their service delivery. Therefore, the decisions they tend to make while serving the customers affect their rapport with the customers. Sometimes, the decision can be made at the expense of violating the organizational rules and regulations and taking some risks. When staff service violates the rules and regulations to address customer needs, they show prosocial behaviour. In the hotel industry, the interaction between frontline employees and their service consumers can be an antecedent of the prosocial behaviour of frontline employees. This study investigates the influence of two mediating variables (i.e., self-efficacy and organization commitment) on the relationship between human resource management (HRM) practices and employee empowerment as the independent variable and prosocial behaviour as the dependent variable. To address the questions of the study, we used cross-sectional research. A self-administered questionnaire, which was adopted from behavioural science, was used for data collection. The stratified convenience sampling technique was used to ensure that the sample represented the whole population (considering both gender and experience) in the study. The instrument was designed to measure five major components, namely, HRM practices, employee empowerment, prosocial behaviour, organization commitment, and self-efficacy. The HRM practice component comprised four constructs: training and development, recruitment and selection, good and safe working conditions, and equal employment
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opportunities. A questionnaire was administered to 202 respondents, and data were analyzed by using structural equation modeling (SEM) in PLS software. The results of the study have some implications for researchers and administrators in the hospitality industry. Administrators are advised to promote the prosocial behaviour of the frontline employees. Nonetheless, administrators should inform their staff members about the types of gestures that can help service consumers. Prosocial behaviour may be expected in some positions, whereas such behaviour is detrimental in other positions. Nevertheless, if there is a rule that is frequently being waived, it is that administrators need to assess or revise the rules
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Human Resources Management And Employees’ Prosocial Behaviour , Of Hotel Front Liners In Penang, Malaysia