Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement

Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement

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 organisati...

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Main Author: Choo, Ling Suan
Format: Thesis
Language:English
Published: 2014
Subjects:
HD28-70 Management
Industrial Management
Online Access:http://eprints.usm.my/45225/1/SERVICE-ORIENTED%20ORGANISATIONAL%20CITIZENSHIP-24PAGE.pdf
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id my-usm-ep.45225
record_format uketd_dc
spelling my-usm-ep.452252019-08-08T01:36:28Z Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement 2014-08 Choo, Ling Suan HD28-70 Management. Industrial Management 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. 2014-08 Thesis http://eprints.usm.my/45225/ http://eprints.usm.my/45225/1/SERVICE-ORIENTED%20ORGANISATIONAL%20CITIZENSHIP-24PAGE.pdf application/pdf en public phd doctoral Universiti Sains Malaysia Pusat Pengajian Pengurusan
institution Universiti Sains Malaysia
collection USM Institutional Repository
language English
topic HD28-70 Management
Industrial Management
spellingShingle HD28-70 Management
Industrial Management
Choo, Ling Suan
Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement
description 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.
format Thesis
qualification_name Doctor of Philosophy (PhD.)
qualification_level Doctorate
author Choo, Ling Suan
author_facet Choo, Ling Suan
author_sort Choo, Ling Suan
title Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement
title_short Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement
title_full Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement
title_fullStr Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement
title_full_unstemmed Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement
title_sort service - oriented organisational citizenship behaviour in malaysian upscale hotels: the role of organisational resources, job resources, personal resources, and work engagement
granting_institution Universiti Sains Malaysia
granting_department Pusat Pengajian Pengurusan
publishDate 2014
url http://eprints.usm.my/45225/1/SERVICE-ORIENTED%20ORGANISATIONAL%20CITIZENSHIP-24PAGE.pdf
_version_ 1747821472985907200

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