Open Access
Issue
SHS Web of Conferences
Volume 18, 2015
ICoLASS 2014 – USM-POTO International Conference on Liberal Arts & Social Sciences
Article Number 01001
Number of page(s) 14
Section Economy and Sustainability
DOI https://doi.org/10.1051/shsconf/20151801001
Published online 10 July 2015
  1. Ahmed, I., Mohammad, S. K., & Islam, T. (2013). The relationship between perceived fairness in performance appraisal and organizational citizenship behavior in the banking sector of Pakistan: The mediating role of organizational commitment. International Journal of Management & Innovation. Vol. 5(2), pp. 75–88. [Google Scholar]
  2. Alfes, K., Shantz, A., & Truss, C. (2012). The link between perceived HRM practices, performance and well-being: The moderating effect of trust in the employer. Human Resource Management Journal. Vol. 22(4), pp. 409–427. [CrossRef] [Google Scholar]
  3. Allen, T. D. (2006). Rewarding Good Citizens: The relationship between citizenship behavior, gender, and organizational rewards. Journal of Applied Social Psychology. Vol. 36(1), pp. 120–143. [CrossRef] [Google Scholar]
  4. Appelbaum, E., Bailey, T., Berg, P., & Kalleberg, A. (2000). Manufacturing Advantage: Why High-performance Work Systems Pay Off. United Kingdom: Cornell University Press. [Google Scholar]
  5. Ashforth, B. E., & Mael, F. (1989). Social Identity Theory and the organization. Academy of Management Review. Vol. 14(1), pp. 20–39. [Google Scholar]
  6. Barnes, C. M., Ghumman, S., & Scott, B. A. (2013). Sleep and organizational citizenship behavior: The mediating role of job satisfaction. Journal of Occupational Health Psychology. Vol. 18(1),pp.16–26. [CrossRef] [Google Scholar]
  7. Batt, R. (2002). Managing customer services: Human resource practices, turnover, and sales growth. Academy of Management Journal. Vol. 45(3),pp. 587–598. [CrossRef] [Google Scholar]
  8. Becker, B., & Gerhart, B. (1996). The impact of human resource management on organizational performance: Progress and prospects. Academy of Management Journal. Vol. 39(4), pp. 779–801. [CrossRef] [Google Scholar]
  9. Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology. Vol. 86(1), pp. 29–41. [CrossRef] [Google Scholar]
  10. Bienstock, C. C., DeMoranville, C. W., & Smith, R. K. (2003). Organizational citizenship behavior and service quality. The Journal of Services Marketing. Vol. 17(4/5), pp. 357–378. [CrossRef] [Google Scholar]
  11. Blau, P. M. (1964). Exchange and Power in Social Life. New York: Wiley. [Google Scholar]
  12. Bowen, D. E., & Ostroff, C. (2004). Understanding HRM–firm performance linkages: The role of the “strength” of the HRM System. Academy of Management Review. Vol. 29(2), pp. 203–221. [Google Scholar]
  13. Bowen, J., & Ford, R. C. (2002). Managing service organizations: Does having a "thing" make a difference? Journal of Management. Vol. 28(3), pp. 447–469. [Google Scholar]
  14. Bratton, J., & Gold, J. (1994). Human Resource Management: Theory and Practice. United States: Macmillan [Google Scholar]
  15. Castellanos-Verdugo, M., Oviedo-García, M. d. l. Á., Roldán, J. L., & Veerapermal, N. (2009). The employee-customer relationship quality: Antecedents and consequences in the hotel industry. International Journal of Contemporary Hospitality Management. Vol 21(3), pp. 251–274. [CrossRef] [Google Scholar]
  16. Castro, C. B., Armario, E. M., & Ruiz, D. M. (2004). The influence of employee organizational citizenship behavior on customer loyalty. International Journal of Service Industry Management. Vol. 15(1), pp. 27–53. [CrossRef] [Google Scholar]
  17. Cheung, C., & Law, R. (1998). Hospitality service quality and the role of performance appraisal. Managing Service Quality. Vol. 8(6),pp. 402–406. [CrossRef] [Google Scholar]
  18. Chew, J., & Chan, C. C. A. (2008). Human resource practices, organizational commitment and intention to stay. International Journal of Manpower. Vol. 29(6), pp. 503–522. [CrossRef] [Google Scholar]
  19. Chiang, C. F., & Hsieh, T. S. (2012). The impacts of perceived organizational support and psychological empowerment on job performance: The mediating effects of organizational citizenship behavior. International Journal of Hospitality Management. Vol. 31(1), pp. 180–190. [CrossRef] [Google Scholar]
  20. Chuang, C.-H., & Liao, H. (2010). Strategic human resource management in service context: Taking care of business by taking care of employees and customers. Personnel Psychology. Vol. 63(1), pp. 153–196. [CrossRef] [Google Scholar]
  21. Chung, B. G., & Schneider, B. (2002). Serving multiple masters: Role conflict experienced by service employees. Journal of Services Marketing. Vol. 16(1), pp. 70–87. [CrossRef] [Google Scholar]
  22. Dagenais-Cooper, V., & Paillé, P. (2012). Employee commitment and organizational citizenship behaviors in the hotel industry: Do foci matter? Journal of Human Resources in Hospitality & Tourism. Vol. 11(4), pp. 303–326 [CrossRef] [Google Scholar]
  23. Davies, R. (2001). How to boost staff retention. People Management. Vol. 7, pp. 54–56. [Google Scholar]
  24. de Ridder, J. A. (2004). Organisational communication and supportive employees. Human Resource Management Journal. Vol. 14(3), pp. 20–30. [CrossRef] [Google Scholar]
  25. Den Hartog, D. N., Boon, C., Verburg, R. M., & Croon, M. A. (2013). HRM, communication, satisfaction, and perceived performance: A cross-level test. Journal of Management. Vol. 39(6), pp. 1637–1665. [CrossRef] [Google Scholar]
  26. Deng, G. (2012). An Empirical Study of Organizational Justice, Organizational Citizenship Behavior and Service Fairness. In H. Tan (Ed.), Technology for Education and Learning (Vol. 136, pp. 27–34): Springer Berlin Heidelberg. [CrossRef] [Google Scholar]
  27. Duffy, J. A., & Juliana, L. (2013). Do individual needs moderate the relationships between organizational citizenship behavior, organizational trust and perceived rganizational support? Journal of Behavioral & Applied Management. Vol. 14(3), pp. 185–197. [Google Scholar]
  28. Eatough EM, Chang CH, Miloslavic SA, & Johnson RE. (2011). Relationships of role stressors with organizational citizenship behavior: A meta-analysis. Journal of Applied Psychology. Vol. 96(3), pp. 619–632. [CrossRef] [Google Scholar]
  29. Edwards, M. R., & Peccei, R. (2010). Perceived organizational support, organizational identification, and employee outcomes: Testing a simultaneous multifoci model. Journal of Personnel Psychology. Vol. 9(1), pp. 17–26. [CrossRef] [Google Scholar]
  30. Evans, W. R., & Davis, W. D. (2005). High-performance work systems and organizational performance: The mediating role of internal social structure. Journal of Management. Vol. 31(5), pp. 758–775. [CrossRef] [Google Scholar]
  31. Fiorito, J., Bozeman, D. P., Young, A., & Meurs, J. A. (2007). Organizational commitment, human resource practices, and organizational characteristics. Journal of Managerial Issues. Vol. 19(2), pp. 186–207. [Google Scholar]
  32. Fuller, J. B., Barnett, T., Hester, K., & Relyea, C. (2003). A social identity perspective on the relationship between perceived organizational support and organizational commitment. The Journal of Social Psychology. Vol. 143(6), pp. 789–791. [CrossRef] [Google Scholar]
  33. Haynes, P., & Fryer, G. (2000). Human resources, service quality and performance: A case study. International Journal of Contemporary Hospitality Management. Vol. 12(4), pp. 240–248. [CrossRef] [Google Scholar]
  34. Ilies, R., Nahrgang, J. D., & Morgeson, F. P. (2007). Leader-member exchange and citizenship behaviors: A meta-analysis. Journal of Applied Psychology. Vol. 92(1), pp. 269–277. [CrossRef] [Google Scholar]
  35. Jiang, J. Y., Sun, L.-Y., & Law, K. S. (2011). Job satisfaction and organization structure as moderators of the effects of empowerment on organizational citizenship behavior: A self-consistency and social exchange perspective. International Journal of Management. Vol. 28(3), pp. 675–693. [Google Scholar]
  36. Karatepe, O. M. (2011a). Core self-evaluations, exhaustion, and job outcomes: A study of frontline hotel employees in Iran. Tourism and Hospitality Research. Vol. 11(4), pp. 248–257. [CrossRef] [Google Scholar]
  37. Karatepe, O. M. (2011b). Customer aggression, emotional exhaustion, and hotel employee outcomes: A study in the United Arab Emirates. Journal of Travel and Tourism Marketing. Vol. 28(3), pp. 279–295. [CrossRef] [Google Scholar]
  38. Konovsky, M. A., & Organ, D. W. (1996). Dispositional and contextual determinants of organizational citizenship behavior. Journal of Organizational Behavior. Vol. 17(3), pp. 253–266. [CrossRef] [Google Scholar]
  39. Koys, D. J. (2001). The effects of employee satisfaction, organizational citizenship behavior, and turnover on organizational effectiveness: A unit-level, longitudinal study. Personnel Psychology. Vol. 54(1), pp. 101–114. [CrossRef] [Google Scholar]
  40. Kusluvan, S., Kusluvan, Z., Ilhan, I., & Buyruk, L. (2010). The human dimension: A review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly. Vol. 51(2), pp. 171–214. [CrossRef] [Google Scholar]
  41. Lawler, E. E. (1986). High-Involvement Management. San Francisco: Jossey-Bass. [Google Scholar]
  42. Lee, S. M., Lee, D., & Kang, C.-Y. (2011). The impact of high-performance work systems in the health-care industry: Employee reactions, service quality, customer satisfaction, and customer loyalty. The Service Industries Journal. Vol. 32(1), pp. 17–36. [CrossRef] [Google Scholar]
  43. LePine, J. A., Erez, A., & Johnson, D. E. (2002). The nature and dimensionality of organizational citizenship behavior: A critical review and meta-analysis. Journal of Applied Psychology. Vol. 87(1), pp. 52–65. [CrossRef] [Google Scholar]
  44. Li, N., Liang, J., & Crant, J. M. (2010). The role of proactive personality in job satisfaction and organizational citizenship behavior: A relational perspective. Journal of Applied Psychology. Vol. 95(2), pp. 395–404. [CrossRef] [Google Scholar]
  45. Liao, H., Toya, K., Lepak, D. P., & Hong, Y. (2009). Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. Journal of Applied Psychology. Vol. 94(2), pp. 371–391. [CrossRef] [Google Scholar]
  46. Ma, E., & Qu, H. (2011). Social exchanges as motivators of hotel employees' organizational citizenship behavior: The proposition and application of a new three-dimensional framework. International Journal of Hospitality Management. Vol. 30(3), pp. 680–688. [CrossRef] [Google Scholar]
  47. Macduffie, J. P. (1995). Human resource bundles and manufacturing performance: Organizational logic and flexible production systems in the world auto industry. Industrial & Labor Relations Review. Vol. 48(2), pp. 197–221. [CrossRef] [Google Scholar]
  48. Macky, K., & Boxall, P. (2007). The relationship between 'high-performance work practices' and employee attitudes: An investigation of additive and interaction effects. International Journal of Human Resource Management. Vol. 18(4), pp. 537–567. [CrossRef] [Google Scholar]
  49. Maroudas, L., Kyriakidou, O., & Vacharis, A. (2008). Employees' motivation in the luxury hotel industry: The perceived effectiveness of human-resource practices. Managing Leisure. Vol. 13(3/4), pp. 258–271. [CrossRef] [Google Scholar]
  50. Messersmith, J. G., Patel, P. C., & Lepak, D. P. (2011). Unlocking the black box: Exploring the link between high-performance work systems and performance. Journal of Applied Psychology. Vol. 96(6), pp. 1105–1118. [CrossRef] [Google Scholar]
  51. Ministry of Information Communications and Culture. (2011). Revving up the tourism industry [Online]. Retrieved August 15, 2011, from www.kpkk.gov.my [Google Scholar]
  52. Mondy, R. W., & Noe, R. M. (2005). Human Resource Management. (9th ed.). New Jersey: Pearson Education. [Google Scholar]
  53. Moon, H., Kamdar, D., Mayer, D. M., & Takeuchi, R. (2008). Me or we? The role of personality and justice as other-centered antecedents to innovative citizenship behaviors within organizations. Journal of Applied Psychology. Vol. 93(1), pp. 84–94. [CrossRef] [Google Scholar]
  54. Morrison, E. W. (1996). Organizational citizenship behavior as a critical link between HRM practices and service quality. Human Resource Management. Vol. 35(4), pp. 493–512. [CrossRef] [Google Scholar]
  55. Mostafa, A. M. S., & Gould-Williams, J. S. (2013). Testing the mediation effect of person–organization fit on the relationship between high performance HR practices and employee outcomes in the Egyptian public sector. The International Journal of Human Resource Management. Vol. 25(2), pp. 276–292. [CrossRef] [Google Scholar]
  56. Nasurdin, A. M., Ling, T. C., & Fun, L. S. (2011). Service-oriented organizational citizenship behavior: Assessing the predictive role of human resource management practices. International Journal of Arts & Sciences. Vol. 4(9), pp. 381–394. [Google Scholar]
  57. Ng, T. W. H., & Feldman, D. C. (2011). Affective organizational commitment and citizenship behavior: Linear and non-linear moderating effects of organizational tenure. Journal of Vocational Behavior. Vol. 79(2), pp. 528–537. [CrossRef] [Google Scholar]
  58. Norris-Watts, C., & Levy, P. E. (2004). The mediating role of affective commitment in the relation of the feedback environment to work outcomes. Journal of Vocational Behavior. Vol. 65(3), pp. 351–365. [CrossRef] [Google Scholar]
  59. O'Reilly, C. A., & Chatman, J. (1986). Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior. Journal of Applied Psychology. Vol. 71(3), pp. 492–499. [CrossRef] [Google Scholar]
  60. Organ, D. W. (1988). Organizational Citizenship Behavior: The Good Soldier Syndrome. Lexington: MA: Lexington Books. [Google Scholar]
  61. Organ, D. W. (1990). The motivational basis of organizational citizenship behavior. In B. M. Staw & L. L. Cummings (Eds.), Research in Organizational Behavior. Greenwich: CT: JAI Press. [Google Scholar]
  62. Podsakoff, N. P., Whiting, S. W., Podsakoff, P. M., & Blume, B. D. (2009). Individual- and organizational-level consequences of organizational citizenship behaviors: A meta-analysis. Journal of Applied Psychology. Vol. 94(1), pp. 122–141. [CrossRef] [Google Scholar]
  63. Podsakoff, P. M., MacKenzie, S. B., & Bommer, W. H. (1996). Transformational leader behaviors and substitutes for leadership as determinants of employee satisfaction, commitment, trust, and organizational citizenship behaviors. Journal of Management. Vol. 22(2), pp. 259–298. [Google Scholar]
  64. Podsakoff, P. M., MacKenzie, S. B., Moorman, R. H., & Fetter, R. (1990). Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors. The Leadership Quarterly. Vol. 1(2), pp. 107–142. [CrossRef] [Google Scholar]
  65. Prentice, C., & King, B. (2011). The influence of emotional intelligence on the service performance of casino frontline employees. Tourism and Hospitality Research. Vol. 11(1), pp. 49–66. [CrossRef] [Google Scholar]
  66. Price, J. L. (1997). Handbook of organizational measurement. International Journal of Manpower. Vol. 18(4/5/6), pp. 303–558. [CrossRef] [Google Scholar]
  67. Ramachandran, Y., Jordan, P. J., Troth, A. C., & Lawrence, S. A. (2011). Emotional intelligence, emotional labour and organisational citizenship behaviour in service environments. International Journal of Work Organisation and Emotion. Vol. 4(2), pp. 136–157. [CrossRef] [Google Scholar]
  68. Ravichandran, S., & Gilmore, S. A. (2007). Formation of organizational citizenship behaviors in students employed in university dining services: Impact of manager and co-worker behaviors. Journal of Foodservice Business Research. Vol. 10(2), pp. 19–50. [CrossRef] [Google Scholar]
  69. Rodwell, J. J., Kienzle, R., & Shadur, M. A. (1998). The relationships among work-related perceptions, employee attitudes, and employee performance: The integral role of communication. Human Resource Management. Vol. 37(3-4), pp. 277. [CrossRef] [Google Scholar]
  70. Rousseau, D. M., & Greller, M. M. (1994). Human resource practices: Administrative contract makers. Human Resource Management. Vol. 33(3), pp. 385–401. [CrossRef] [Google Scholar]
  71. Schnake, M., & Dumler, M. P. (1997). Organizational citizenship behavior: The impact of rewards and reward practices. Journal of Managerial Psychology. Vol. 9(2), pp. 216–229. [Google Scholar]
  72. Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology. Vol. 70(3), pp. 423–433. [CrossRef] [Google Scholar]
  73. Schneider, B., & Bowen, D. E. (1993). The service organization: Human resources management is crucial. Organizational Dynamics. Vol. 21(4), pp. 39–52. [CrossRef] [Google Scholar]
  74. Schneider, B., Goldstein, H. W., & Smith, D. B. (1995). The ASA framework. Personnel Psychology. Vol. 48, pp. 747–773. [CrossRef] [Google Scholar]
  75. Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology. Vol. 68(4), pp. 653–663. [CrossRef] [Google Scholar]
  76. Sun, L.-Y., Aryee, S., & Law, K. S. (2007). High-performance human resource practices, citizenship behavior, and organizational performance: A relational perspective. Academy of Management Journal. Vol. 50(3), pp. 558–577. [CrossRef] [Google Scholar]
  77. Tang, T. W., & Tang, Y. Y. (2012). Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates. International Journal of Hospitality Management. Vol. 31(3), pp. 885–895. [CrossRef] [Google Scholar]
  78. Tanke, M. L. (2001). Human Resources Management for The Hospitality Industry. (2nd ed.). United States: Thomson Learning. [Google Scholar]
  79. Tourism Malaysia. (2013). Tourist arrivals and receipts to Malaysia. [Online]. Retrieved December 27, 2013, from http://corporate.tourism.gov.my [Google Scholar]
  80. Tourism Malaysia. (2014). Malaysia Hotels & Rooms Supply. [Online]. Retrieved Febuary 16, 2014, from http://www.tourism.gov.my/facts_figures/ [Google Scholar]
  81. Tsui, A. S., Pearce, J. L., Porter, L. W., & Tripoli, A. M. (1997). Alternative approaches to the employee-organization relationship: Does investment in employees pay off? Academy of Management Journal. Vol. 40(5), pp. 1089–1997. [CrossRef] [Google Scholar]
  82. Tyler, T. R. (1999). Why people cooperate with organizations: An identity based perspective. In R. I. Sutton & B. M. Staw (Eds.), Research in Organizational Behavior. (pp. 201–247). Greenwich, CT: JAI Press. [Google Scholar]
  83. Uen, J. F., & Chien, S. H. (2004). Compensation structure, perceived equity and individual performance of R&D professionals. Journal of American Academy of Business. Vol. 4(1/2), pp. 401–405. [Google Scholar]
  84. van Dick, R., van Knippenberg, D., Kerschreiter, R., Hertel, G., & Wieseke, J. (2008). Interactive effects of work group and organizational identification on job satisfaction and extra-role behavior. Journal of Vocational Behavior. Vol. 72(3), pp. 388–399. [CrossRef] [Google Scholar]
  85. van Dijke, M., De Cremer, D., Mayer, D. M., & Van Quaquebeke, N. (2012). When does procedural fairness promote organizational citizenship behavior? Integrating empowering leadership types in relational justice models. Organizational Behavior and Human Decision Processes. Vol. 117(2), pp. 235–248. [CrossRef] [Google Scholar]
  86. Van Vuuren, M., De Jong, M. D., & Seydel, E. R. (2007). Direct and indirect effects of supervisor communication on organization commitment. Corporate Communication: An International Journal. Vol. 12(2), pp. 116–128. [CrossRef] [Google Scholar]
  87. Wang, M.-L. (2009). Does organizational support promote citizenship in service settings? The moderating role of service climate. Journal of Social Psychology. Vol. 149(6), pp. 648–676. [CrossRef] [Google Scholar]
  88. Wayne, S. J., Shore, L. M., Bommer, W. H., & Tetrick, L. E. (2002). The role of fair treatment and rewards in perceptions of organizational support and leader-member exchange. Journal of Applied Psychology. Vol. 87(3), pp. 590–598. [CrossRef] [Google Scholar]
  89. Wayne, S. J., Shore, L. M., & Liden, R. C. (1997). Perceived organizational support and leader-member exchange: A social exchange perspective. Academy of Management Journal. Vol 40(1), pp. 82–111. [CrossRef] [Google Scholar]
  90. Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of Management. Vol. 17(3), pp. 601–617. [CrossRef] [Google Scholar]
  91. Wood, S. J., & Wall, T. D. (2002). Human Resource Management and Business Performance. Harmonsworth: Penguin. [Google Scholar]
  92. World Travel & Tourism Council. (2013). Malaysia Travel & Tourism Economic Impact 2013. United Kingdom. [Google Scholar]
  93. Yang, Y.-C. (2012). High-involvement human resource practices, affective commitment, and organizational citizenship behaviors in service setting. The Service Industries Journal. Vol. 32(8), pp. 1209–1227. [CrossRef] [Google Scholar]
  94. Yeh, S.-P. (2011). The effects of fairness perception of performance appraisal on psychological contract and organizational citizenship behavior. Journal of Information and Optimization Sciences. Vol. 32(3), pp. 685–696. [CrossRef] [Google Scholar]
  95. Zhu, W., Newman, A., Miao, Q., & Hooke, A. (2013). Revisiting the mediating role of trust in transformational leadership effects: Do different types of trust make a difference? The Leadership Quarterly. Vol. 24(1), pp. 94–105. [CrossRef] [Google Scholar]

Current usage metrics show cumulative count of Article Views (full-text article views including HTML views, PDF and ePub downloads, according to the available data) and Abstracts Views on Vision4Press platform.

Data correspond to usage on the plateform after 2015. The current usage metrics is available 48-96 hours after online publication and is updated daily on week days.

Initial download of the metrics may take a while.