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). p. 67. ISSN 1911-2017

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Official URL: http://doi.org/10.5539/ass.v13n1p67

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
Divisions: Sunway University > Sunway University Business School > Dept. Management
Depositing User: Dr Janaki Sinnasamy
Related URLs:
Date Deposited: 02 Jul 2018 01:23
Last Modified: 10 May 2019 07:19
URI: http://eprints.sunway.edu.my/id/eprint/863

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