文章基本信息

标题：The importance of organizational citizenship behaviour among hotel employees
本地全文：下载
作者：Shaiful Annuar Khalid ; Hassan Ali.
期刊名称：Jurnal Intelek
印刷版ISSN：1675-9885
电子版ISSN：2231-7716
出版年度：2006
卷号：4
期号：1
出版社：Universiti Teknologi MARA
摘要：Given today's competitive business environment, hotels must look into new ways to improve their competitiveness. Organisational citizenship behaviour (OCB) is particularly important in the service sector such as hotels. This article proposes extra-role behaviours such as OCB, in the continuing effort to improve the quality of hotel services for customers and to enhance hotel operational efficiency. This study examines the levels of OCB among 557 employees from 63 star-rated hotels in the states of Perlis, Kedah and Pulau Pinang. The results suggest that a majority of the respondents engaged in at least moderate levels of OCB. The implications of these findings for hotel operators are discussed.