The Effect of Customer-Orientation Behavior of Malaysian Hotel Front Liners on Job Satisfaction and Organizational Commitment

The Effect of Customer-Orientation Behavior of Malaysian Hotel Front Liners on Job Satisfaction and Organizational Commitment

Customer-orientation behavior which refers to the employee’s tendency or predisposition to meet client’s need in the job context, has become a prime variable of interest for organizations wishing to market and promote products to the customers. In hotel industry in particular, one way to improve the...

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Main Author: Afif, Hamzan @ Shukri
Format: Thesis
Language:eng
Published: 2011
Subjects:
HD Industries
Land use
Labor.
HD58.9 Organizational Effectiveness.
Online Access:https://etd.uum.edu.my/3675/1/s803325.pdf
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id my-uum-etd.3675
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
advisor Mohd Noor, Nor Azila
topic HD Industries
Land use
Labor.
HD58.9 Organizational Effectiveness.
spellingShingle HD Industries
Land use
Labor.
HD58.9 Organizational Effectiveness.
Afif, Hamzan @ Shukri
The Effect of Customer-Orientation Behavior of Malaysian Hotel Front Liners on Job Satisfaction and Organizational Commitment
description Customer-orientation behavior which refers to the employee’s tendency or predisposition to meet client’s need in the job context, has become a prime variable of interest for organizations wishing to market and promote products to the customers. In hotel industry in particular, one way to improve the quality of services offered is through the prompt and courteous service quality given by the front liners that is by adopting customer-orientation behavior. Therefore, utilization of customer-orientation behavior has been aggressively promoted by hoteliers. However, a complete understanding of the consequences of customer-orientation behavior is presently lacking. This study explores the influence of customer-orientation behavior on job satisfaction, and organizational commitment. Hypothesized relationships are tested using survey responses from a sample of 68 hotel front liners. Results revealed a positive relationship between customer-orientation behavior and job satisfaction as well as organizational commitment of the front liners. Results are compared with earlier findings and implications for future research are discussed.
format Thesis
qualification_name masters
qualification_level Master's degree
author Afif, Hamzan @ Shukri
author_facet Afif, Hamzan @ Shukri
author_sort Afif, Hamzan @ Shukri
title The Effect of Customer-Orientation Behavior of Malaysian Hotel Front Liners on Job Satisfaction and Organizational Commitment
title_short The Effect of Customer-Orientation Behavior of Malaysian Hotel Front Liners on Job Satisfaction and Organizational Commitment
title_full The Effect of Customer-Orientation Behavior of Malaysian Hotel Front Liners on Job Satisfaction and Organizational Commitment
title_fullStr The Effect of Customer-Orientation Behavior of Malaysian Hotel Front Liners on Job Satisfaction and Organizational Commitment
title_full_unstemmed The Effect of Customer-Orientation Behavior of Malaysian Hotel Front Liners on Job Satisfaction and Organizational Commitment
title_sort effect of customer-orientation behavior of malaysian hotel front liners on job satisfaction and organizational commitment
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2011
url https://etd.uum.edu.my/3675/1/s803325.pdf
_version_ 1747827623761805312
spelling my-uum-etd.36752022-04-11T01:01:08Z The Effect of Customer-Orientation Behavior of Malaysian Hotel Front Liners on Job Satisfaction and Organizational Commitment 2011 Afif, Hamzan @ Shukri Mohd Noor, Nor Azila Othman Yeop Abdullah Graduate School of Business College of Business HD Industries. Land use. Labor. HD58.9 Organizational Effectiveness. Customer-orientation behavior which refers to the employee’s tendency or predisposition to meet client’s need in the job context, has become a prime variable of interest for organizations wishing to market and promote products to the customers. In hotel industry in particular, one way to improve the quality of services offered is through the prompt and courteous service quality given by the front liners that is by adopting customer-orientation behavior. Therefore, utilization of customer-orientation behavior has been aggressively promoted by hoteliers. However, a complete understanding of the consequences of customer-orientation behavior is presently lacking. This study explores the influence of customer-orientation behavior on job satisfaction, and organizational commitment. Hypothesized relationships are tested using survey responses from a sample of 68 hotel front liners. Results revealed a positive relationship between customer-orientation behavior and job satisfaction as well as organizational commitment of the front liners. Results are compared with earlier findings and implications for future research are discussed. 2011 Thesis https://etd.uum.edu.my/3675/ https://etd.uum.edu.my/3675/1/s803325.pdf text eng public masters masters Universiti Utara Malaysia Aizzat, N. (2000). Keadilan prosedur, tanggapan mengenai sokongan organisasi, komitmen organisasi dan gelagat kewaranegaraan organisasi di kalangan pekerja hotel. Unpublished doctoral thesis, University of Science, Malaysia. Arvey, R. D., and Dewhirst, H. D. 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