Influence of Managerial Coaching on Service-Oriented Citizenship Behaviours: The Mediating Role of Service Quality Commitment in The Malaysian Hotel Industry During the Pandemic Outbreak

Yip Yen San; I-chi Chen; Lee Peng Ng

Makale detayları

Influence of Managerial Coaching on Service-Oriented Citizenship Behaviours: The Mediating Role of Service Quality Commitment in The Malaysian Hotel Industry During the Pandemic Outbreak

Yazarlar:

Yip Yen San | I-chi Chen | Lee Peng Ng

Yayıncı:

Akdeniz University

Ana Başlıklar:

Tourism (Other)

Dergi:

Advances in Hospitality and Tourism Research (AHTR) Vol.11 Issue 1, pp.120-145

Belge Tipi:

Makale

Yayın Tarihi:

1/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001284641

pISSN:

2147-9100

Anahtar kelimeler:

Özet:

 Tourism industry has been recognised as one of the important industries which contributed to the countrys economic growth. Thus, it has become essential to investigate the aspects which could strengthen the service provision in the hotel industry in Malaysia. The motive of this paper is to investigate the effects of managerial coaching MC on the willingness of frontline service employees to practise service-oriented citizenship behaviours SOCB using employees commitment to service quality ECSQ as mediator. A total of 398 questionnaires have been completed and were applied for data analysis. Partial Least Squares-Structural Equation Modelling PLS-SEM was employed to test the hypotheses. Results indicated MC and ECSQ significantly affect frontline service employees SOCB. Moreover, the results show that ECSQ has partially mediated the relationship between MC and SOCB.

 Tourism industry has been recognised as one of the important industries which contributed to the countrys economic growth. Thus, it has become essential to investigate the aspects which could strengthen the service provision in the hotel industry in Malaysia. The motive of this paper is to investigate the effects of managerial coaching MC on the willingness of frontline service employees to practise service-oriented citizenship behaviours SOCB using employees commitment to service quality ECSQ as mediator. A total of 398 questionnaires have been completed and were applied for data analysis. Partial Least Squares-Structural Equation Modelling PLS-SEM was employed to test the hypotheses. Results indicated MC and ECSQ significantly affect frontline service employees SOCB. Moreover, the results show that ECSQ has partially mediated the relationship between MC and SOCB.

 Tourism industry has been recognised as one of the important industries which contributed to the countrys economic growth. Thus, it has become essential to investigate the aspects which could strengthen the service provision in the hotel industry in Malaysia. The motive of this paper is to investigate the effects of managerial coaching MC on the willingness of frontline service employees to practise service-oriented citizenship behaviours SOCB using employees commitment to service quality ECSQ as mediator. A total of 398 questionnaires have been completed and were applied for data analysis. Partial Least Squares-Structural Equation Modelling PLS-SEM was employed to test the hypotheses. Results indicated MC and ECSQ significantly affect frontline service employees SOCB. Moreover, the results show that ECSQ has partially mediated the relationship between MC and SOCB.

 Tourism industry has been recognised as one of the important industries which contributed to the countrys economic growth. Thus, it has become essential to investigate the aspects which could strengthen the service provision in the hotel industry in Malaysia. The motive of this paper is to investigate the effects of managerial coaching MC on the willingness of frontline service employees to practise service-oriented citizenship behaviours SOCB using employees commitment to service quality ECSQ as mediator. A total of 398 questionnaires have been completed and were applied for data analysis. Partial Least Squares-Structural Equation Modelling PLS-SEM was employed to test the hypotheses. Results indicated MC and ECSQ significantly affect frontline service employees SOCB. Moreover, the results show that ECSQ has partially mediated the relationship between MC and SOCB.

Makale detayları

Influence of Managerial Coaching on Service-Oriented Citizenship Behaviours: The Mediating Role of Service Quality Commitment in The Malaysian Hotel Industry During the Pandemic Outbreak

Yazarlar:

Yip Yen San | I-chi Chen | Lee Peng Ng

Yayıncı:

Akdeniz University

Ana Başlıklar:

Tourism (Other)

Dergi:

Advances in Hospitality and Tourism Research (AHTR) Vol.11 Issue 1, pp.120-145

Belge Tipi:

Makale

Yayın Tarihi:

1/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001284641

pISSN:

2147-9100

managerial coaching

employees’ commitment

service quality

service-oriented citizenship behaviours

Sayı

Makale detayları

Influence of Managerial Coaching on Service-Oriented Citizenship Behaviours: The Mediating Role of Service Quality Commitment in The Malaysian Hotel Industry During the Pandemic Outbreak

Yazarlar: Yip Yen San | I-chi Chen | Lee Peng Ng

Yayıncı: Akdeniz University

Ana Başlıklar: Tourism (Other)

Dergi: Advances in Hospitality and Tourism Research (AHTR) Vol.11 Issue 1, pp.120-145

Belge Tipi: Makale

Yayın Tarihi: 1/2023

Belge Dili: İngilizce

Document ID (Org No.): 2001284641

pISSN: 2147-9100

managerial coaching

employees’ commitment

service quality

service-oriented citizenship behaviours

Sayı

Yazarlar:

Yip Yen San | I-chi Chen | Lee Peng Ng

Yayıncı:

Akdeniz University

Ana Başlıklar:

Tourism (Other)

Dergi:

Advances in Hospitality and Tourism Research (AHTR) Vol.11 Issue 1, pp.120-145

Belge Tipi:

Makale

Yayın Tarihi:

1/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001284641

pISSN:

2147-9100