管理辅导对服务型公民行为的影响:疫情期间马来西亚酒店业服务质量承诺的中介作用

IF 16.4 1区化学 Q1 CHEMISTRY, MULTIDISCIPLINARY

Accounts of Chemical Research Pub Date : 2022-04-18 DOI:10.30519/ahtr.971288

Yip YEN SAN, I-Chi Chen, Lee-Peng Ng

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引用次数: 0

摘要

旅游业已被公认为是促进国家经济增长的重要产业之一。因此，它已成为必不可少的调查方面，可以加强在马来西亚酒店业的服务提供。本研究旨在以员工服务品质承诺(ECSQ)为中介，探讨管理辅导(MC)对一线服务员工实践服务型公民行为意愿的影响。共完成问卷398份，并应用于数据分析。采用偏最小二乘-结构方程模型(PLS-SEM)对假设进行检验。研究结果表明，企业文化和企业文化对一线服务员工的社会行为有显著影响。此外，研究结果还表明，ECSQ在MC和SOCB的关系中起部分中介作用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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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

Tourism industry has been recognised as one of the important industries which contributed to the country’s 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.

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来源期刊

Accounts of Chemical Research 化学-化学综合

CiteScore

31.40

自引率

1.10%

发文量

312

审稿时长

2 months

期刊介绍： Accounts of Chemical Research presents short, concise and critical articles offering easy-to-read overviews of basic research and applications in all areas of chemistry and biochemistry. These short reviews focus on research from the author’s own laboratory and are designed to teach the reader about a research project. In addition, Accounts of Chemical Research publishes commentaries that give an informed opinion on a current research problem. Special Issues online are devoted to a single topic of unusual activity and significance. Accounts of Chemical Research replaces the traditional article abstract with an article "Conspectus." These entries synopsize the research affording the reader a closer look at the content and significance of an article. Through this provision of a more detailed description of the article contents, the Conspectus enhances the article's discoverability by search engines and the exposure for the research.