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

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


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:



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

Copyright © Canadian Center of Science and Education 

To make sure that you can receive messages from us, please add the '' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.