The effect of human resource management (HRM) practices in service-oriented organizational citizenship behaviour (OCB): Case of telecommunications and internet service providers in Malaysia

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 University Business School > Dept. Management
Depositing User: Dr Janaki Sinnasamy
Date Deposited: 21 Feb 2017 07:39
Last Modified: 30 Oct 2017 08:15
URI: http://eprints.sunway.edu.my/id/eprint/477

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