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• W2039287826 abstract "In order to stay on top of the competition game, service providers need to encourage patterns of service-oriented behaviors that are bound to satisfy their customers. High quality service delivery by employees may be achieved through training. The present study aims at testing a model linking training and service-oriented organizational citizenship behaviors (SO-OCBs). A total of 290 customer-contact hotel employees participated in the survey. Data was analyzed using partial least squares (PLS). The results demonstrate that training had a direct impact on the specific dimensions of employees’ service-oriented citizenship behaviors. The findings offered support for the validity of the social exchange theory in explaining the relationship between training and SO-OCBs within the context of a non-Western sample. In a practical sense, managers should be cognizant of the fact that existing employees should be given training especially on-the-job type on a regular basis to upgrade their job knowledge, skills, and competencies. Through training, employees are likely to become more motivated and more willing to engage in service-oriented behaviors that extend beyond their call of duty." @default.
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• W2039287826 date "2014-05-30" @default.
• W2039287826 modified "2023-09-24" @default.
• W2039287826 title "Training: Can It Be a Tool to Boost Service-Oriented Citizenship Behaviors?" @default.
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• W2039287826 doi "https://doi.org/10.5539/ass.v10n11p141" @default.
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