Predicting Service-Oriented Citizenship Behaviour among Frontlines with Personal Resources Work Engagement: A Proposed Research Framework

Abstract

Steady economic performance in recent years has resulted in rapid expansion of the travel and tourism industry. The fast development brought an extensive pressure to the industry’s players in sustaining their market share. In the context of labour intensive business such as hospitality, the competitive position can be enhanced by capitalizing its human resources. Particularly, frontline staffs who display service- oriented organizational citizenship behaviours is crucial in determining customers’ perception of service quality. From a review of the literature, this paper proposes the motivational construct of work engagement and personal resources, such as emotional intelligence and self-efficacy, to have a positive influence on service-oriented organizational citizenship behaviours which may be the source of competitive differentiation for the hospitality industry.