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The effects of customer orientation behaviour on hotel frontliners' job outcomes

Customer-orientation behaviour which refers to the employee’s tendency or predisposition to meet client’s need in the job context has become a prime variable of interest for organizations wishing to market and promote products to the customers.In hotel industry in particular, one way to improve the...

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Main Authors: Mohd Noor, Nor Azila, Perumal, Selvan, Abdul Rahman, Maria, Mohd Nafi, Siti Noratisah
Format: Monograph
Language:English
English
Published: Universiti Utara Malaysia 2011
Subjects:
G Geography (General)
HB Economic Theory
Online Access:http://repo.uum.edu.my/7327/1/GERAN_LEADS.pdf
http://repo.uum.edu.my/7327/4/1.NOR%20AZILA%20MOHD%20NOOR.pdf
http://repo.uum.edu.my/7327/
http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000782222
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spelling my.uum.repo.73272016-04-24T06:23:19Z http://repo.uum.edu.my/7327/ The effects of customer orientation behaviour on hotel frontliners' job outcomes Mohd Noor, Nor Azila Perumal, Selvan Abdul Rahman, Maria Mohd Nafi, Siti Noratisah G Geography (General) HB Economic Theory Customer-orientation behaviour which refers to the employee’s tendency or predisposition to meet client’s need in the job context has become a prime variable of interest for organizations wishing to market and promote products to the customers.In hotel industry in particular, one way to improve the quality of services offered is through the prompt and courteous service quality given by the front liners that is by adopting customer-orientation behaviour. Therefore, utilization of customer-orientation behaviour has been aggressively promoted by hoteliers.However, a complete understanding of the consequences of customer-orientation behavior is presently lacking.This study explores the influences of customer-orientation behavior on affective outcomes (job satisfaction and organizational commitment) and the influences of affective outcomes on job outcomes (service recovery performance and turnover intention) of front liners.Hypothesized relationships are tested using survey responses from a sample of 155 hotel front liners in Langkawi.Results revealed a positive relationship between customer-orientation behavior and job satisfaction as well as organizational commitment of the front liners.Job satisfaction positively influencing service recovery performance and organizational commitment contributes to low turnover intention.Results are compared with earlier findings and implications for future research are discussed. Universiti Utara Malaysia 2011 Monograph NonPeerReviewed application/pdf en http://repo.uum.edu.my/7327/1/GERAN_LEADS.pdf application/pdf en http://repo.uum.edu.my/7327/4/1.NOR%20AZILA%20MOHD%20NOOR.pdf Mohd Noor, Nor Azila and Perumal, Selvan and Abdul Rahman, Maria and Mohd Nafi, Siti Noratisah (2011) The effects of customer orientation behaviour on hotel frontliners' job outcomes. Project Report. Universiti Utara Malaysia. (Unpublished) http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000782222
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
English
topic G Geography (General)
HB Economic Theory
spellingShingle G Geography (General)
HB Economic Theory
Mohd Noor, Nor Azila
Perumal, Selvan
Abdul Rahman, Maria
Mohd Nafi, Siti Noratisah
The effects of customer orientation behaviour on hotel frontliners' job outcomes
description Customer-orientation behaviour which refers to the employee’s tendency or predisposition to meet client’s need in the job context has become a prime variable of interest for organizations wishing to market and promote products to the customers.In hotel industry in particular, one way to improve the quality of services offered is through the prompt and courteous service quality given by the front liners that is by adopting customer-orientation behaviour. Therefore, utilization of customer-orientation behaviour has been aggressively promoted by hoteliers.However, a complete understanding of the consequences of customer-orientation behavior is presently lacking.This study explores the influences of customer-orientation behavior on affective outcomes (job satisfaction and organizational commitment) and the influences of affective outcomes on job outcomes (service recovery performance and turnover intention) of front liners.Hypothesized relationships are tested using survey responses from a sample of 155 hotel front liners in Langkawi.Results revealed a positive relationship between customer-orientation behavior and job satisfaction as well as organizational commitment of the front liners.Job satisfaction positively influencing service recovery performance and organizational commitment contributes to low turnover intention.Results are compared with earlier findings and implications for future research are discussed.
format Monograph
author Mohd Noor, Nor Azila
Perumal, Selvan
Abdul Rahman, Maria
Mohd Nafi, Siti Noratisah
author_facet Mohd Noor, Nor Azila
Perumal, Selvan
Abdul Rahman, Maria
Mohd Nafi, Siti Noratisah
author_sort Mohd Noor, Nor Azila
title The effects of customer orientation behaviour on hotel frontliners' job outcomes
title_short The effects of customer orientation behaviour on hotel frontliners' job outcomes
title_full The effects of customer orientation behaviour on hotel frontliners' job outcomes
title_fullStr The effects of customer orientation behaviour on hotel frontliners' job outcomes
title_full_unstemmed The effects of customer orientation behaviour on hotel frontliners' job outcomes
title_sort effects of customer orientation behaviour on hotel frontliners' job outcomes
publisher Universiti Utara Malaysia
publishDate 2011
url http://repo.uum.edu.my/7327/1/GERAN_LEADS.pdf
http://repo.uum.edu.my/7327/4/1.NOR%20AZILA%20MOHD%20NOOR.pdf
http://repo.uum.edu.my/7327/
http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000782222
_version_ 1644279508870627328
score 13.211869

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