Managing service-oriented organizational citizenship behaviors: A review of research literature
For service organizations, service delivery excellence is a necessity.It is also tightly coupled to the favorable attitudes and behaviors of an organization’s customer-contact employees. Described as service oriented organizational citizenship behaviors, service employees who exhibit high levels of...
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| 語言: | English |
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my.uum.repo.159212016-04-13T03:23:45Z http://repo.uum.edu.my/15921/ Managing service-oriented organizational citizenship behaviors: A review of research literature Choo, Ling Suan HD28 Management. Industrial Management For service organizations, service delivery excellence is a necessity.It is also tightly coupled to the favorable attitudes and behaviors of an organization’s customer-contact employees. Described as service oriented organizational citizenship behaviors, service employees who exhibit high levels of these behaviors are willing to go beyond their formal job description. They display loyalty, participation and dedicated service delivery to customers.Drawing from existing studies, this paper defines the concept of service-oriented organizational citizenship behavior, explains why these behaviors are important for service organizations, and discusses the determinants of service-oriented organizational citizenship behaviors 2015-10-08 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/15921/1/ch.pdf Choo, Ling Suan (2015) Managing service-oriented organizational citizenship behaviors: A review of research literature. In: International Conference on Contemporary Issues in Accounting and Finance (CoCIAF2015), October 08-10, 2015., Kuching, Sarawak, Malaysia. http://www.feb.unimas.my/cociaf/ |
| 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/ |
| language |
English |
| topic |
HD28 Management. Industrial Management |
| spellingShingle |
HD28 Management. Industrial Management Choo, Ling Suan Managing service-oriented organizational citizenship behaviors: A review of research literature |
| description |
For service organizations, service delivery excellence is a necessity.It is also tightly coupled to the favorable attitudes and behaviors of an organization’s customer-contact employees. Described as service oriented organizational citizenship behaviors, service employees who exhibit high levels of these behaviors are willing to go beyond their formal job description. They display loyalty, participation and dedicated service delivery to customers.Drawing from existing studies, this paper defines the concept of service-oriented organizational citizenship behavior, explains why these behaviors are important for service organizations, and discusses the determinants of service-oriented organizational citizenship behaviors |
| format |
Conference or Workshop Item |
| author |
Choo, Ling Suan |
| author_facet |
Choo, Ling Suan |
| author_sort |
Choo, Ling Suan |
| title |
Managing service-oriented organizational citizenship behaviors: A review of research literature |
| title_short |
Managing service-oriented organizational citizenship behaviors: A review of research literature |
| title_full |
Managing service-oriented organizational citizenship behaviors: A review of research literature |
| title_fullStr |
Managing service-oriented organizational citizenship behaviors: A review of research literature |
| title_full_unstemmed |
Managing service-oriented organizational citizenship behaviors: A review of research literature |
| title_sort |
managing service-oriented organizational citizenship behaviors: a review of research literature |
| publishDate |
2015 |
| url |
http://repo.uum.edu.my/15921/1/ch.pdf http://repo.uum.edu.my/15921/ http://www.feb.unimas.my/cociaf/ |
| _version_ |
1644281834696081408 |
| score |
13.149126 |