Thanigaivel R, Krishnan * and Liew, Su Ann* and Koon, Vui Yee* (2017) The effect of human resource management (HRM) practices in service-oriented organizational citizenship behaviour (OCB): Case of telecommunications and internet service providers in Malaysia. Asian Social Science, 13 (1). pp. 67-81. ISSN 1911 2025
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Abstract
In the human resource management-organizational performance research context, this paper is focusing on the effect of Human Resource Management (HRM) practices (pay practice, job security, training and development, supervisor support) on service-oriented Organizational Citizenship Behaviour (OCB) in Malaysian telecommunication and internet service providers. A quantitative study was conducted on 204 customer-contact employees who working in telecommunications and internet service providers in Malaysia. Correlation analysis and multiple regression analysis were applied to analyse the relationships between HRM practices and service-oriented OCB. The results indicate that, job security, training and development, supervisor support and overall perceptions of HRM practices have positive and significant effect on service-oriented OCB with the exception for pay practice.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | HRM Practices; service-oriented OCB, customer-contact employees, Malaysia |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HM Sociology |
| Divisions: | Sunway University > Sunway Business School [formerly Sunway University Business School until 2023] > Dept. Management |
| Depositing User: | Dr Janaki Sinnasamy |
| Related URLs: | |
| Date Deposited: | 21 Feb 2017 07:39 |
| Last Modified: | 10 May 2019 09:00 |
| URI: | http://eprints.sunway.edu.my/id/eprint/477 |
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