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首页> 外文期刊>Global business and organizational excellence >A Study of the Role of Work Engagement in Promoting Service-Oriented Organizationa Citizenship Behavior in the Malaysian Hotel Sector
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A Study of the Role of Work Engagement in Promoting Service-Oriented Organizationa Citizenship Behavior in the Malaysian Hotel Sector

机译：关于工作参与在马来西亚酒店业促进以服务为导向的组织公民行为中的作用的研究

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摘要

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 hotels in Malaysia used a proposed research model to test the direct relationships of four human resources management practices-service training, service rewards, performance appraisal, and information sharing-with work engagement, as well as to examine the mediating role of work engagement in the relationships between the four practices and service-oriented organizational citizenship behavior. The results showed that training and, in particular, performance appraisal programs elevate service-oriented organizational citizenship behavior through the mediating role of work engagement. Human resource managers in the hotel industry, therefore, can enhance the engagement of-and ultimate service delivery from-their frontline employees by refining their organizations' training and appraisal policies and practices.
机译：面对快速变化的需求模式，竞争激烈的酒店业需要对员工敬业度的驱动因素有更精确的了解，从而导致高质量的服务和客户满意度。为此，对马来西亚34家四星级和五星级酒店中的438位客户联系员工进行的研究使用了拟议的研究模型来测试四种人力资源管理实践的直接关系：服务培训，服务奖励，绩效评估和与工作参与的信息共享，以及检查工作参与在四种实践与面向服务的组织公民行为之间的关系中的中介作用。结果表明，培训（尤其是绩效评估计划）通过工作参与的中介作用提升了面向服务的组织公民行为。因此，酒店行业的人力资源经理可以通过完善组织的培训和评估政策与实践，来提高其一线员工的参与度，并最终为其提供最终的服务。

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