Choo, Ling Suan
(2014)
Service - Oriented Organisational Citizenship
Behaviour In Malaysian Upscale Hotels: The Role
Of Organisational Resources, Job Resources,
Personal Resources, And Work Engagement.
PhD thesis, Universiti Sains Malaysia.
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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