A Study of the Role of Work Engagement in Promoting Service-Oriented Organizational Citizenship Behavior in the Malaysian Hotel Sector

Buffeted by fast‐changing patterns of demand, the competitive hospitality industry requires a more precise understanding of the drivers of worker engagement that lead to high‐quality service and customer satisfaction. To that end, a study of 438 customer‐contact employees in 34 four‐ and five‐star h...

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Veröffentlicht in:	Global Business and Organizational Excellence 2016-05, Vol.35 (4), p.28-43
1. Verfasser:	Choo, Ling Suan
Format:	Artikel
Sprache:	eng
Schlagworte:	Customer satisfaction Employee involvement Hotels & motels Human resource management Organizational behavior Performance appraisal Quality of service Studies
Online-Zugang:	Volltext
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