A model linking HRM practices, service-oriented OCBs & organizational performance in Malaysian hotel industry/ Lee-Yen Foo ... [et al.]

• Main Authors: Foo, Lee-Yen, Ghazali, Hazrina, Zawawi, Dahlia, Mohamad, Siti Fatimah, Othman, Mohhidin
• Format: Article
• Language: English
• Published: Faculty of Hotel & Tourism Management, Universiti Teknologi MARA 2020
• Subjects: Organizational effectiveness. Performance measurement; Hospitality industry. Hotels, clubs, restaurants, etc. Food service; Malaysia
• Online Access: https://ir.uitm.edu.my/id/eprint/67441/1/67441.pdf; https://ir.uitm.edu.my/id/eprint/67441/; https://www.jthca.org/

Customer contact employees are the major and direct interface contact with existing and potential customers of hotels. Customer contact employees’ behaviours and service performance are factors for a hotel to be successful. Hotels have to pay a great attention on the human resource management (HRM)...