The role of work engagement in promoting service-oriented organizational citizenship behavior

Service-oriented organizational citizenship behavior (SO-OCB) is a form of the extra- role behavior performed by service employees when delivering services to customers. SO-OCB includes three dimensions, which are loyalty, service delivery and participation. In the context of private hospitals, nurs...

Full description

Saved in:

Bibliographic Details
Main Author:	Chong, Rong Pin
Format:	Thesis
Language:	eng eng
Published:	2017
Subjects:	HD58.7 Organizational Behavior.
Online Access:	https://etd.uum.edu.my/7362/1/s821962_01.pdf https://etd.uum.edu.my/7362/2/s821962_02.pdf
Tags:	Add Tag malaysian 1 theses 1

id	my-uum-etd.7362
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Choo, Ling Suan Mat, Norsiah
topic	HD58.7 Organizational Behavior.
spellingShingle	HD58.7 Organizational Behavior. Chong, Rong Pin The role of work engagement in promoting service-oriented organizational citizenship behavior
description	Service-oriented organizational citizenship behavior (SO-OCB) is a form of the extra- role behavior performed by service employees when delivering services to customers. SO-OCB includes three dimensions, which are loyalty, service delivery and participation. In the context of private hospitals, nurses representing the hospital to deliver services to patients and nurses have the most frequent interaction with patients. Therefore, SO-OCB exhibited by nurses is imperative in warranting the outstanding service quality of the private hospitals. This study aims to examine the mediation role of work engagement between organizational resources (training, performance appraisal, and empowerment), social resources (co-worker support and patient cooperation) and SO-OCB among nurses in private hospitals. The sample of this study was nurses in Malaysian private hospitals. A total of 30,335 nurses working in 137 private hospitals in Malaysia were invited to participate in this study. However, only 15 private hospitals agreed to participate in this study. Hence, 345 nurses were involved in this study and 345 set of questionnaires were distributed. Of that, 324 set questionnaires were returned and 318 set of questionnaires were usable. Statistical Package for Social Sciences 22.0 (SPSS) and Partial Least Squares 2.0 (PLS) were used to analyse the data. The findings indicate that work engagement mediates all the hypotheses except the relationship which hypothesized between training and SO-OCB. Based on findings, suggestions and limitations of the study were put forward.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Chong, Rong Pin
author_facet	Chong, Rong Pin
author_sort	Chong, Rong Pin
title	The role of work engagement in promoting service-oriented organizational citizenship behavior
title_short	The role of work engagement in promoting service-oriented organizational citizenship behavior
title_full	The role of work engagement in promoting service-oriented organizational citizenship behavior
title_fullStr	The role of work engagement in promoting service-oriented organizational citizenship behavior
title_full_unstemmed	The role of work engagement in promoting service-oriented organizational citizenship behavior
title_sort	role of work engagement in promoting service-oriented organizational citizenship behavior
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2017
url	https://etd.uum.edu.my/7362/1/s821962_01.pdf https://etd.uum.edu.my/7362/2/s821962_02.pdf
_version_	1747828205433126912
spelling	my-uum-etd.73622021-05-09T02:20:27Z The role of work engagement in promoting service-oriented organizational citizenship behavior 2017 Chong, Rong Pin Choo, Ling Suan Mat, Norsiah Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HD58.7 Organizational Behavior. Service-oriented organizational citizenship behavior (SO-OCB) is a form of the extra- role behavior performed by service employees when delivering services to customers. SO-OCB includes three dimensions, which are loyalty, service delivery and participation. In the context of private hospitals, nurses representing the hospital to deliver services to patients and nurses have the most frequent interaction with patients. Therefore, SO-OCB exhibited by nurses is imperative in warranting the outstanding service quality of the private hospitals. This study aims to examine the mediation role of work engagement between organizational resources (training, performance appraisal, and empowerment), social resources (co-worker support and patient cooperation) and SO-OCB among nurses in private hospitals. The sample of this study was nurses in Malaysian private hospitals. A total of 30,335 nurses working in 137 private hospitals in Malaysia were invited to participate in this study. However, only 15 private hospitals agreed to participate in this study. Hence, 345 nurses were involved in this study and 345 set of questionnaires were distributed. Of that, 324 set questionnaires were returned and 318 set of questionnaires were usable. Statistical Package for Social Sciences 22.0 (SPSS) and Partial Least Squares 2.0 (PLS) were used to analyse the data. The findings indicate that work engagement mediates all the hypotheses except the relationship which hypothesized between training and SO-OCB. Based on findings, suggestions and limitations of the study were put forward. 2017 Thesis https://etd.uum.edu.my/7362/ https://etd.uum.edu.my/7362/1/s821962_01.pdf text eng public https://etd.uum.edu.my/7362/2/s821962_02.pdf text eng public other masters Universiti Utara Malaysia Ahmad, N., & Oranye, O. (2010). Empowerment, job satisfaction and organizational commitment: A comparative analysis of nurses working in Malaysia and England. Journal of Nursing Management, 18(5), 582-591. AIA Malaysia. (2017). Six things you should know about healthcare in Malaysia. Retrieved from AIA Malaysia website: https://www.aia.com.my/en/what- matters/health-wellness/healthcare-in-malaysia.html Albrecht, S. L., & Andreetta, M. (2011). The influence of empowering leadership, empowerment and engagement on affective commitment and turnover intentions in community health service workers: Test of a model. Leadership in Health Service, 24(3), 228-237. Albrecht, S. L., Bakker, A. B., Gruman, J. A., Macey, W. H., & Saks, A. M. (2015). Employee engagement, human resource management practices and competitive advantage: An integrated approach. Journal of Organizational Effectiveness: People and Performance, 2(1), 7-35. Ali, N., Habidin, N. F., Jamaludin, N. H., Khaidir, N. A., & Shazali, N. A. (2013). Customer relationship management and organizational performance in Malaysian healthcare industry. International Journal of Advancements in Research and Technology, 2(1), 1-5. Anaza, N. A., & Rutherford, B. (2012). How organizational and employee-customer identification, and customer orientation affect job engagement. Journal of Service Management, 23(5), 616-639. Anitha, J. (2014). Determinants of employee engagement and their impact on employee performance. International Journal of Productivity and Performance Management, 63(3), 308-323. Bakker, A. B., & Demerouti, E. (2007). The job demands-resources model: State of the art. Journal of Managerial Psychology, 22(3), 309-328. Bakker, A. B., & Demerouti, E. (2008). Towards a model of work engagement. Career Development International, 13(3), 209-223. Bakker, A. B., Demerouti, E., Boer, E. D., & Schaufeli, W. B. (2003). Job demands and job resources as predictors of absence duration and frequency. Journal of vocational behavior, 62(2), 341-356. Bakker, A. B., Demerouti, E., & Verbeke, W. (2004). Using the job demands- resources model to predict burnout and performance. Human Resource Management 43(1), 83-104. Bendapudi, N., & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67(1), 14-28. Bettencourt, L. A., Meuter, M. L., & Gwinner, K. P. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86(1), 29-41. Caesens, G., Stinglhamber, F., & Luypaert, C. (2014). The impact of work engagement and workaholism on well-being: The role of work-related social support. Career Development International 19(7), 813-835. Cakar, N. D., & Erturk, A. (2010). Comparing innovation capability of small and medium-sized enterprises: examining the effects of organizational culture and empowerment. Journal of Small Business management, 48(3), 325-359. Chen, W. J. (2016). The model of service-oriented organizational citizenship behavior among international tourist hotels. Journal of Hospitality and Tourism Management, 29, 24-32. Chen, C. H. V., & Kao, R. H. (2012). Work values and service-oriented organizational citizenship behaviors: The mediation of psychological contract and professional commitment: A case of students in Taiwan Police College. Social Indicators Research, 107(1), 149-169. Chiaburu, D. S., & Harrison, D. A. (2008). Do peers make the place? Conceptual systhesis and meta-analysis of coworker effect on perceptions, attitudes, OCBs, and performance. Journal of Applied Psychology, 93(5), 1082-1103. Chiu, S. F., Lin, S. T., & Han, T. S. (2015). Employment status and employee service- oriented organizatonal citizenship behaviour. The mediating roles of internal mobility oppoutunity and job insecurity. Career Development International, 20(2), 133-146. Choo, L. S., & Nasurdin, A. M. (2014a). Do human resource management practices affect employees' service-oriented organizational citizenship behavior? Evidence from the Malaysian hotel industry. World Applied Sciences Journal, 31(2), 253-266. Choo, L. S., & Nasurdin, A. M. (2014b). An empirical investigation into the influence of human resource management practices on work engagement: The case of customer-contact employees in Malaysia. International Journal of Culture, Tourism and Hospitality Research, 8(3), 345-360. Choo, L. S., & Nasurdin, A. M. (2014c). Is emotional intelligence important important in predicting service-oriented organisational citizenship behaviour? International Journal of Work Organisation and Emotion, 6(3), 261-280. Chou, S. Y., & Lopez-Rodriguez, E. (2013). An empirical examination of service- oriented organizational citizenship behavior. The roles of justice perceptions and manifest needs. Managing Service Quality, 23(6), 474-494. Choudhary, G. B., & Puranik, S. (2014). A study on employee performance appraisal in health care. Asian Journal of Management Science, 2(3), 59-64. Clemmer, E. J., & Hayes, E. W. (1979). Patient cooperation in weraing orthodontic headgear. American Journal of Orthodontics, 75(5), 517-524. Crawford, E. R., LePine, J. A., & Rich, B. L. (2010). Linking job demands and resources to employee engagement and burnout: A theoretical extension and meta-analysis test. Journal of Applied Psychology, 95(5), 834-848. Del Val, M., & Llyod, B. (2003). Measuring empowerment. Leadership & Organizational Development Journal, 24(2), 102-108. Dempsey, C., & Reilly, B. A. (2016). Nurse engagement: What are the contributing factors for success. The Online Journal of Issues in Nursing, 21(1). Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal benefits of service- worker customer orientation: Job satisfaction, commitment, and organizational citizenship behavior. Journal of Marketing 68, 128-146. Dyne, L. V., & Ang, S. (1998). Organizational citizenship behavior of contingent workers in Singapore. Academy of Management Journal, 41(6), 692-703. Economic Planning Unit. (2016). Eleventh Malaysia Plan, 2016-2020. Retrieved from Economic Planning Unit website: http://www.epu.gov.my/en/rmk/eleventh-malaysia-plan-2016-2020 Elmadag, A. B., Ellinger, A. E., & Franke, G. R. (2008). Antecedents and consequences of frontline service employee commitment to service quality. Journal of Marketing Theory and Practice, 16(2), 95-110. Erdfelder, E., Faul, F., & Buchner, A. (1996). GPOWER: A general power analysis program. Behabior Research Methods, Instruments, & Computers, 28(1), 11. Fletcher, C. (2001). Performance appraisal and management: The developing research agenda. Journal of Occupational and Organizational Psychology, 74(4), 473- 487. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. Franco, M., & Tavares, P. (2013). The influence of professional identity on the process of nurses' training: An empirical study. Leadership in Health Service, 26(2), 118-134. Frost & Sullivan. (2016). Medical tourism and aged care to drive Malaysian private healthcare industry. Retrieved from Frost & Sullivan website: https://ww2.frost.com/news/press-releases/frost-sullivan-malaysia-20-2020- inevitability/ Goh, J. M. (2017). Malaysia to face a nursing shortage by 2020. Retrieved from MIMS Today website: http://today.mims.com/malaysia-to-face-a-nursing- shortage-by-2020 Goldstein, I. L., & Ford, J. K. (2002). Training in organization (4th ed.): Belmont, CA: Wadsworth. Gountas, S., Gountas, J., & Mavondo, F. T. (2014). Exploring the associations between standards for service delivery (organisational culture), co-worker support, self-efficacy, job satisfaction and customer orientation in the real estate industry. Australian Journal of Management, 39(1), 107-126. Gruman, J. A., & Saks, A. M. (2011). Performance management and employee engagement. Human Resource Management Review, 21(2), 123-136. Gupta, V., & Kumar, S. (2013). Impact of performance appraisal justice on employee engagement: a study of Indian professionals. Employee Relations 35(1), 61-78. Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (Second ed.). USA: SAGE Publications, Inc. Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139-151. Hakanen, J. J., Schaufeli, W. B., & Ahola, K. (2008). The Job Demands-Resources model: A three-year cross-lagged study of burnout, depression, commitment, and work engagement. Work & Stress, 22(3), 224-241. Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. Journal of Applied Psychology, 87(2), 268-279. Health Care Asia. (2015). Good pay attracts Malaysian nurses to work abroad. Retrieved from Health Care Asia website: http://www.healthcareasia.org/2015/good-pay-attracts-malaysian-nurses-to- work-abroad/ Heaven, C. M., & Maguire, P. (1996). Training hospice nurses to elicit patient concern. Journal of Advanced Nursing, 23(2), 280-286. Henseler, J. R., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least square modeling in international marketing. Advances in International Marketing, 20, 277-319. Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513. Hobfoll, S. E., Freedy, J., Lane, C., & Geller, P. (1990). Conservation of social resources: Social support resoutce theory. Journal of Social and Personal Relationships, 7, 465-477. Jain, A. K. (2015). Volunteerism and organisational culture. Relationship to organizational commitment and citizenship behaviors in India. Cross Cultural Management, 22(1), 116-144. Jain, A. K., Malhotra, N. K., & Guan, C. (2012). Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty. Psychology & Marketing, 29(12), 1004-1017. Jiang, J. Y., Sun, L. Y., & Law, K. S. (2011). Job satisfaction and organization structure as moderators of the effects of empowerment on organizational citizenship behavior: A self-consistency and social exchange perspective. International Journal of Management, 28(3), 675-693. Joiner, T. A. (2007). Total quality management and performance: The role of organizational support and co-worker support. International Journal of Quality & Reliability Management, 24(6), 617-627. Joo, B.-K., Lim, D. H., & Kim, S. (2016). Enhancing work engagement: The roles of psychological capital, authentic leadership, and work empowerment. Leadership & Organizational Development Journal, 37(8), 1117-1134. Karatepe, O. M., Yavas, U., & Babakus, E. (2007). The effects of customer orientation and job resources on frontline employees' job outcomes. Service marketing Quarterly, 29(1), 61-79. Kazan, H., & Gumus, S. (2013). Measurement of employee's performance: A state bank application. International Review of Management and Business Research, 2(2), 429-441. Kazemipour, F., Amin, S. M., & Pourseidi, B. (2012). Relationship between workplace spirituality and organizational citizenship behavior among nurses through mediation of affective organizational commitment. Journal of Nursing Scholarship, 44(3), 302-310. Khoo, V. J. (2016). Malaysia's Deputy Health Minister: We cannot afford budget cuts for 2017. Retrieved from MIMS website: http://today.mims.com/malaysia-s-deputy-health-minister--we-cannot-afford-budget-cuts-for-2017 Kiyanzad, M. H., Kandelousi, N. S., & Sardar, S. (2016). Study of the mediating role of organizational citizenship behavior in the relationship of workplace spirituality with customer loyalty and service quality in Saman Bank. Modern Applied Science, 10(8), 243-255. Knol, J., & Linge, R. V. (2008). Innovative behaviour: The effect of structural and psychological empowerment on nurses. Journal of Advanced Nursing, 65(2), 359-370. Korczynski, M. (2003). Communities of coping: Collective emotional labour in service work. Organization, 10(1), 55-79. Kundu, S. C., & Lata, K. (2017). Effects of supportive work environment on employee retention: Mediating role of organizational engagement. International Journal of Organizational Analysis, 25(4), 703-722. Ladebo, O. J. (2008). Perceived supervisory support and organisational citizenship behaviours: Is job satisfaction a mediator? South African Journal of Psychology, 38(3), 479-488. Lajiun, J. (2016). Malaysia losing nurses with degree due to low pay. Retrieved from Borneo Post Online website: http://www.theborneopost.com/2016/10/07/malaysia -losing-nurses-with- degree-due-to-low-pay/ Lampert, L. (2015). How to support your nursing colleagues. Retrieved from Ausmed website: https://www.ausmed.com/articles/support-nursing-colleagues/ Larson, J. (2012). The connection between employee satisfaction and patient satisfaction. Retrieved from AMN Healthcare website: https://www.amnhealthcare.com/latest-healthcare-news/459/1033/ Laschinger, H. K. S., Finegan, J., Shamian, J., & Wilk, P. (2001). Impact of structural and psychological empowerment on job strain in nursing work settings: Expanding Kanter's Model. Journal of Nursing Administration, 31(5), 260-272. Limpanitgul, T., Robson, M. J., Gould-Williams, J., & Lertthaitrakul, W. (2013). Effects of co-worker support and customer cooperation on service employee attitudes and behaviour: Empirical evidence from the airline industry. Journal of Hospitality and Tourism Management, 20(2013), 23-33. Lin, J. S. J., & Lin, S. C. (2011). Moderating effect of organizational climate on the relationship of organizational support and service-oriented organizational citizenship behaviors. African Journal of Business management, 5(2), 582-595. Lomoya, M. G., Pingol, M. B., & Teng-Calleja, M. (2015). Antecedents of job satisfaction and organizational citizenship behaviors among agency-hired blue collar contractual workers in the Philippines. Philippines Journal of Psychology, 48(1), 1-27. Lu, H., While, A. E., & Barriball, K. L. (2005). Job satisfaction among nurses: A literature review. International Journal of Nursing Studies, 42(2), 211-227. MacKinnon, D. P., Fairchild, A. J., & Fritz, M. S. (2007). Mediation analysis. Annual Review of psychology, 58, 593-614. Maden, C. (2015). Linking high involvement human resource practices to employee proactivity: The role of work engagement and learning goal orientation. Personnel Review, 44(5), 720-738. Malaysia Health Travel Council. (2017). Over RM1b medical tourism revenue by year-end. Retrieved from Malaysia Healthcare Travel Council website: https://www.mhtc.org.my/media-centre/press-release/ Memon, M. A., Salleh, R., & Baharom, M. N. R. (2016). The link between training satisfaction, work engagement and turnover intention. European Journal of Training and Development, 40(6), 407-429. Mills, P. K., & Ungson, G. R. (2003). Reassessing the limits of structural empowerment: organizational constitution and trust as controls. Academy of Management Review, 28(1), 143-153. Ministry of Health Malaysia. (2016). Health Facts. Retrieved from http://www.moh.gov.my/ images/gallery/publications/KKM%20HEALTH%20FACTS %202016.pdf Muhammad, A. H. (2014). Perceived Organizational Support and Organizational Citizenship Behavior: The Case of Kuwait. International Journal of Business Administration, 5(3), 59-72. Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome.: Lexington Books/ DC haelth and Com. Othman, N., & Nasurdin, A. M. (2012). Social support and work engagement: A study of Malaysian Nurses. Journal of Nursing Management, 21(6), 1-18. Perrin, T. (2003). Working today: Understanding what drives employee engagement. Retrieved from http://www.keepem.com/doc_files/Towers_ Perrin_Talent_2003%28TheFinal%29.pdf Popli, S., & Rizvi, I. A. (2015). Exploring the relationship etween service orientation, employee engagement and perceived leadership style: A study of managers in the private service sector organizations in India. Journal of Service Marketing, 29(1), 59-70. Popli, S., & Rizvi, I. A. (2017). Leadership style and service orientation: The catalytic role of employee engagement. Journal of Service Theory and Practice, 27(1), 292-310. Rodriguez, C. M., & Gregory, S. (2005). Qualitative study of transfer of training of student employees in a service industry. Journal of Hospitality and Tourism Research, 29(1), 42-66. Rose, K. (2016). Examining organizational citizenship behavior in the context of human resource development: An integrative review of the literature. Integrative Literature Review, 15(3), 295-316. Rusli, A., & Ali, N. A. (2004). Performance appraisal decision in Malaysian public service. The International Journal of Public Sector Management, 17(1), 48-64. Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology, 21(7). Salanova, M., Agut, S., & Peiro, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate. Journal of Applied Psychology, 90(6), 1217- 1227. Saratun, M. (2016). Performance management to enhance employee engagement for corporate sustainability. Asia-Pacific Journal of Business Administration, 8(1), 84-102. Schaufeli, W. B., Bakker, A. B., & Salanova, M. (2006). The measurement of work engagement with a short questionnaire: A cross-national study. Educational and Psychological Measurement, 66(4), 701-716. Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25(3), 293-315. Schaufeli, W. B., Bakker, A. B., & Rhenen, W. V. (2009). How changes in job demands and resources predict burnout, work engagement, and sickness absenteeism. Journal of Organizational Behavior, 30(7), 893-917. Schaufeli, W. B., Salanova, M., Gonzalez-Roma, V., & Bakker, A. B. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytical approach. Journal of Happiness Studies, 3(1), 71-92. Sekaran, U., & Bougie, R. (2009). Research methods for business: A skill building approach (Fifth ed.). United Kingdom: John Wiley and Sons Ltd. Sharif, M. T., Yaqub, R. M. S., & Baig, F. J. (2015). Does organizational support enhance the organizational citizenship behavior in service industry with moderating role service climate? Journal of Marketing and Consumer Research, 9, 102-109. Shuck, B. (2011). Four emerging perspectives of employee engagement: An integrative literature review. Human Resource Development Review, 10(3), 304-328. Shuck, B., Rocco, T. S., & Albornoz, C. A. (2010). Exploring employee engagement from the employee perspective: Implications for HRD. Journal of European Industrial Training, 35(4), 300-325. Simone, S. D., Cicotto, G., Pinna, R., & Guistiniano, L. (2016). Engaging public servants: Public service motivation, work engagement and work-related stress. Management Decision, 54(7), 1569-1594. Sulea, C., Virga, D., Maricutoiu, L. P., Schaufeli, W., Dumitru, C. Z., & Sava, F. A. (2012). Work engagement as mediator between job characteristics and positive and negative extra-role behaviors. Career Development International, 17(3), 188-207. Sun, L. Y., Aryee, S., & Law, K. S. (2007). High-performance human resurce practices, citizenship behavior, and organizational performance: A relational perspective. Academy of Management Journal, 50(3), 558-577. Tang, T. W., & Tang, Y. Y. (2012). Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates. International Journal of Hospitality Management, 31(3), 885-895. Tang, Y. Y., & Tsaur, S. H. (2016). Supervisory support climate and service-oriented organizational citizenship behavior in hospitality: The role of positive group affective tone. International Journal of Contemporary Hospitality, 28(10), 2331-2349. Teh, P. L., & Sun, H. (2012). Knowledge sharing, job attitudes and organisational citizenship behaviour. Industrial Management and Data, 112(1), 64-82. Teo, R. (2013). Private healthcare sector sees healthy growth. Retrieved from Borneo Post Online website: http://www.theborneopost.com/ 2013/05/12/private- healthcare-sector-sees-healthy-growth/ Thurston, P. W., & McNall, L. (2010). Justice perceptions of performance appraisal practices. Journal of Managerial Psychology, 25(3), 201-228. Ugwu, F. O., Onyishi, I. E., & Rodriguez-Sanchez, A. M. (2014). Linking organizational trust with engagement: The role of psychological empowerment. Personnel Review, 43(3), 377-400. Urbach, N., & Ahlemann, F. (2010). Structural equation modeling in information system research using partial least square. Journal of Information Technology and Application, 11(2), 5-40. Van Dolen, W., De Ruyter, K., & Lemmink, J. (2004). An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction. Journal of Business Research, 57(4), 437-444. Wang, M. L. (2009a). Does organizational support promote citizenship in service setting? The moderating role of service climate. The Journal of Social Psychology, 149(6), 648-676. Wang. M. L. (2009b). What makes a good citizen in service settings? The Service Industries Journal, 29(5), 621-634. Wang, M. L. (2010). Does organisational support promote citizenship? The moderating role of market-focused HRM. The Service Industries Journal, 30(7), 1077-1095. Wen, J., Li, Y., & Hou, P. (2016). Customer mistreatment behavior and hotel employee organizational citizenship behavior. The mediating role of perceived organizational support. Nankai Business Review 7(3), 322-344. Williams, L. J., & Anderson, S. E. (1991). Job satisfactionand organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of Management 17(3), 601-617. Wu, P. H., & Liao, J. F. (2016). Service-oriented organizational citizenship behavior, perceived service quality and customer satisfaction in hospitality industry. Journal of Applied Sciences, 16(1), 18-24. Xanthopoulou, D., Bakker, A. B., Demerouti, E., & Schaufeli, W. B. (2009a). Reciprocal relationships between job resources, personal resources, and work engagement. Journal of Vocational Behavior, 74(3), 235-244. Xanthopoulou, D., Bakker, A. B., Demerouti, E., & Schaufeli, W. B. (2009b). Work engagement and financial returns: A diary study on the role of job and personal resources. Journal of Occupational and Organizational Psychology, 82(1), 183-200. Yulianti, P. (2014). Building organizational citizenship behavior with creative organizational climate support: A conceptual framework in higher education. International Journal Research, 5(3), 98-106. Zaabi, M. S. A. S. A., Ahmad, K. Z., & Hossan, C. (2016). Authentic leadership, work engagement and organizational citizenship behaviors in petroleum company. International Journal of Productivity and Performance Management, 65(6), 811-830. Zeglat, D., Aljaber, M., & Alrawabdeh, W. (2014). Understanding the impact of employee empowerment on customer-oriented behavior. Journal of Business Studies Quarterly, 6(1), 55-67. Zheng, W., Zhang, M., & Li, H. (2012). Performance appraisal process and organizational citizenship behavior. Journal of Managerial Psychology, 27(7), 732-752. Zhou, J., & George, J. M. (2001). When job dissatisfaction leads to creativity: Encouraging the expression of voice. Academy of Management Journal, 44(4), 682-696.

The role of work engagement in promoting service-oriented organizational citizenship behavior

Similar Items