Nasurdin, Aizzat Mohd. and Ahmad, Noor Hazlina and Tan, Cheng Ling
(2015)
A Comprehensive Model Linking Human Resource Management
Practices And Service-Oriented Organizational Citizenship Behaviors Of Customer-Contact Hotel Employees In Malaysia.
Project Report.
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.
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