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The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia

As other service industry, hoteliers are highly relying on their contact employees known as front liners to deliver services to customers.Therefore, the behaviors of front liners can influence customers' perceptions of a hotel service. Customer-orientation behavior of employees has become a pri...

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Main Authors: Mohd Noor, Nor Azila, Kasim, Azilah, Scarlat, Cezar, Muhamad, Azli
Format: Article
Published: Taylor & Francis Group 2012
Subjects:
GV Recreation Leisure
Online Access:http://repo.uum.edu.my/14899/
http://doi.org/10.1080/1528008X.2012.644185
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spelling my.uum.repo.148992015-07-26T04:57:21Z http://repo.uum.edu.my/14899/ The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia Mohd Noor, Nor Azila Kasim, Azilah Scarlat, Cezar Muhamad, Azli GV Recreation Leisure As other service industry, hoteliers are highly relying on their contact employees known as front liners to deliver services to customers.Therefore, the behaviors of front liners can influence customers' perceptions of a hotel service. Customer-orientation behavior of employees has become a prime variable of interest for organizations wishing to successfully market their products.However, previous researches on this area have stressed the need for a better understanding of the process relating to customer orientation behavior and its influencing factors.This paper investigates the influence of organizational commitment, self-efficacy and intrinsic job motivation of front liners on customer-orientation behavior. Taylor & Francis Group 2012 Article PeerReviewed Mohd Noor, Nor Azila and Kasim, Azilah and Scarlat, Cezar and Muhamad, Azli (2012) The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia. Journal of Quality Assurance in Hospitality & Tourism, 13 (1). pp. 61-79. ISSN 1528-008X http://doi.org/10.1080/1528008X.2012.644185 doi:10.1080/1528008X.2012.644185
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
topic GV Recreation Leisure
spellingShingle GV Recreation Leisure
Mohd Noor, Nor Azila
Kasim, Azilah
Scarlat, Cezar
Muhamad, Azli
The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia
description As other service industry, hoteliers are highly relying on their contact employees known as front liners to deliver services to customers.Therefore, the behaviors of front liners can influence customers' perceptions of a hotel service. Customer-orientation behavior of employees has become a prime variable of interest for organizations wishing to successfully market their products.However, previous researches on this area have stressed the need for a better understanding of the process relating to customer orientation behavior and its influencing factors.This paper investigates the influence of organizational commitment, self-efficacy and intrinsic job motivation of front liners on customer-orientation behavior.
format Article
author Mohd Noor, Nor Azila
Kasim, Azilah
Scarlat, Cezar
Muhamad, Azli
author_facet Mohd Noor, Nor Azila
Kasim, Azilah
Scarlat, Cezar
Muhamad, Azli
author_sort Mohd Noor, Nor Azila
title The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia
title_short The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia
title_full The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia
title_fullStr The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia
title_full_unstemmed The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia
title_sort role of individual differences in promoting front liners to become customer oriented: a case of the hotel industry in malaysia
publisher Taylor & Francis Group
publishDate 2012
url http://repo.uum.edu.my/14899/
http://doi.org/10.1080/1528008X.2012.644185
_version_ 1644281574976389120
score 13.145126

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