The causal relationships between PCSR, OC, OCB and COB were analysed by structural equation modelling. The results successfully corroborated the positive impact of PCSR on employee attitudes and behaviour. In particular, PCSR had direct effects on affective and normative organisational commitment, organisational citizenship behaviour and customer-oriented behaviour. PCSR also influenced OCB through the mediating role of affective and normative commitment. The major theoretical contribution of the present study is its identification of the domain and the definition and dimensions of PCSR. This study also offers a valid and reliable PCSR instrument that can be used by researchers to identify other antecedents and outcomes of PCSR. The relationships between PCSR and a number of important employee attitudes and behaviour are also revealed. This study contributes to the progression of CSR research and provides instrumental rationality for hoteliers and human resource managers to pursue CSR for strategic goals.

Organisations, including hotels, usually have more than one human resource practices system. Thus, this book is written to provide an understanding of the human resource practice system for managerial and non-managerial employees in the context of hotel industry. This book focuses specifically on five-star beach resort hotels in Malaysia. The human resource practices system for managerial employees includes empowerment while the recruitment and selection is more thorough. Their compensation is more attractive and their training is more rewarding. Both groups of employees are provided with a clear job description, orientation, employment security, objective performance appraisal, career development opportunity and effective communication.

Thesis (M.A.) from the year 2017 in the subject Business economics - Business Management, Corporate Governance, grade: 2.1, University of Ulster, language: English, abstract: In response to an increasingly competitive marketplace, growing research attention is being devoted to factors that contribute to desired consumer satisfaction (CS). Some researchers argue that employee training has more positive effect on CS rather than other human resource practices. Hence, as lack of research has been done regarding the effect of staff training practices on customer satisfaction, this study may be beneficial and can contribute to the literature where the interaction between staff training and customer satisfaction has not been obviously determined. As it was identified, the company like Pret A Manger is highly focused on employee training, because it is believed that it helps to achieve the highest levels of satisfied consumers. Subsequently, organisations have to consider the effectiveness of employee training as a strong contributor to attaining organisational goals. This investigation will determine the link and the influence of staff training practices on customer satisfaction in order to fill the gap in the literature.

This study examines the impact of employees' in-role behaviours; and organizational citizenship behaviours on service quality in a number of hotels, and of whom have a TQM programme. Are organizational citizenship behaviours, in-role behaviours and TQM programme likely to influence customers' perceived service quality? The hypothesized model was then developed based on three interlinked literature strands which consider human resources management, TQM, and tourism. A set of relationships between employees' in-role behaviours, organizational citizenship behaviours, total quality management, and service quality was examined by structural equation modeling. A measurement scale of employees' in-role behaviours was developed by employing exploratory factor analysis. Finally, three dimensions of in-role behaviours were developed, namely compliance with procedures, compliance with customer requests, and product knowledge. The results of the study suggested that employees' in-role behaviours and organizational citizenship behaviours have a substantial impact on customers' perception toward service quality in the hotels. The results also showed that the implementation of total quality management in hotel has a moderate effect on employees' in-role behaviours and organizational citizenship behaviours. In order to improve the service quality in hotels, other than the development of clear operational procedures and providing extrinsic rewards, such as bonuses the most important aspect of all, is to enhance organizational citizenship behaviours. Management in implementing total quality management should set goals on employees' job satisfaction to enhance organizational citizenship behaviours.