Influence of Managerial Coaching on Service-Oriented Citizenship Behaviours: The Mediating Role of Service Quality Commitment in The Malaysian Hotel Industry During the Pandemic Outbreak

Authors : Yip YEN SAN, I-chi CHEN, Lee Peng NG

Pages : 120-145

Doi:10.30519/ahtr.971288

View : 5 | Download : 8

Publication Date : 2023-03-01

Article Type : Research Paper

Abstract :Tourism industry has been recognised as one of the important industries which contributed to the country’s economic growth. Thus, it has become essential to investigate the aspects which could strengthen the service provision in the hotel industry in Malaysia. The motive of this paper is to investigate the effects of managerial coaching insert ignore into journalissuearticles values(MC); on the willingness of frontline service employees to practise service-oriented citizenship behaviours insert ignore into journalissuearticles values(SOCB); using employees’ commitment to service quality insert ignore into journalissuearticles values(ECSQ); as mediator. A total of 398 questionnaires have been completed and were applied for data analysis. Partial Least Squares-Structural Equation Modelling insert ignore into journalissuearticles values(PLS-SEM); was employed to test the hypotheses. Results indicated MC and ECSQ significantly affect frontline service employees’ SOCB. Moreover, the results show that ECSQ has partially mediated the relationship between MC and SOCB.
Keywords : managerial coaching, employees commitment, service quality, service oriented citizenship behaviours