UUM ETD | Universiti Utara Malaysian Electronic Theses and Dissertation
FAQs | Feedback | Search Tips | Sitemap

The Effect of Customer-Orientation Behavior of Malaysian Hotel Front Liners on Job Satisfaction and Organizational Commitment

Afif, Hamzan @ Shukri (2011) The Effect of Customer-Orientation Behavior of Malaysian Hotel Front Liners on Job Satisfaction and Organizational Commitment. Masters thesis, Universiti Utara Malaysia.

[img] Text
s803325.pdf
Restricted to Registered users only

Download (603kB)

Abstract

Customer-orientation behavior 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 behavior. Therefore, utilization of customer-orientation behavior has been aggressively promoted by hoteliers. However, a complete understanding of the consequences of customer-orientation behavior is presently lacking. This study explores the influence of customer-orientation behavior on job satisfaction, and organizational commitment. Hypothesized relationships are tested using survey responses from a sample of 68 hotel front liners. Results revealed a positive relationship between customer-orientation behavior and job satisfaction as well as organizational commitment of the front liners. Results are compared with earlier findings and implications for future research are discussed.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HD Industries. Land use. Labor.
H Social Sciences > HD Industries. Land use. Labor. > HD58.9 Organizational Effectiveness.
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 02 Jan 2014 00:38
Last Modified: 18 Apr 2016 03:52
URI: http://etd.uum.edu.my/id/eprint/3675

Actions (login required)

View Item View Item