Training: Can It Be a Tool to Boost Service-Oriented Citizenship Behaviors?

Aizzat Mohd. Nasurdin, Noor Hazlina Ahmad, Tan Cheng Ling

Abstract


In order to stay on top of the competition game, service providers need to encourage patterns of service-oriented behaviors that are bound to satisfy their customers. High quality service delivery by employees may be achieved through training. The present study aims at testing a model linking training and service-oriented organizational citizenship behaviors (SO-OCBs). A total of 290 customer-contact hotel employees participated in the survey. Data was analyzed using partial least squares (PLS). The results demonstrate that training had a direct impact on the specific dimensions of employees’ service-oriented citizenship behaviors. The findings offered support for the validity of the social exchange theory in explaining the relationship between training and SO-OCBs within the context of a non-Western sample. In a practical sense, managers should be cognizant of the fact that existing employees should be given training especially on-the-job type on a regular basis to upgrade their job knowledge, skills, and competencies. Through training, employees are likely to become more motivated and more willing to engage in service-oriented behaviors that extend beyond their call of duty.

Full Text: PDF DOI: 10.5539/ass.v10n11p141

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This work is licensed under a Creative Commons Attribution 3.0 License.

Asian Social Science   ISSN 1911-2017 (Print)   ISSN 1911-2025 (Online)

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