Service-Oriented Organizational Citizenship Behavior in Restaurants: An Empirical Study from Pakistan |
BHUTTO, Sana Arz
(Business Administration Department, Iqra University)
JAMAL, Yasir (Business Administration Department, Mohammed Ali Jinnah University) RAFIQ, Asim (Faculty of Management Sciences, Hamdard Institute of Management Sciences, Hamdard University) NISA, Noor Un (Business Administration Department, Iqra University) SAIFULLAH, Saifullah (Faculty of Management Sciences, Hamdard Institute of Management Sciences, Hamdard University) HUSSAIN, Munir (Department of Entrepreneurship, Institute of Business Management) |
1 | Delery, J. E., & Doty, D. H. (1996). Modes of theorizing in strategic human resource management: Tests of universalistic, contingency, and configurational performance predictions. Academy of Management Journal, 39(4), 802-835. https://doi.org/10.2307/256713 DOI |
2 | Dhamija, P., Gupta, S., & Bag, S. (2019). Measuring job satisfaction: The use of quality of work-life factors. Benchmarking: An International Journal, 26, 871-892. http://doi.org/10.1108/BIJ-06-2018-0155 DOI |
3 | Ghlichlee, B., & Bayat, F. (2021). Frontline employees' engagement and business performance: The mediating role of customer-oriented behaviors. Management Research Review, 44, 290-317. http://doi.org/10.1108/MRR-04-2018-0076 DOI |
4 | Government of Pakistan. (2017). Economic survey of Pakistan 2016-17. https://www.finance.gov.pk/survey_1617.html |
5 | Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM). Thousand Oaks, CA: Sage Publications. |
6 | Paais, M. & Pattiruhu, J.R. (2020). Effect of motivation, leadership, and organizational culture on satisfaction and employee performance. Journal of Asian Finance, Economics, and Business, 7(8), 577-588. https://doi.org/10.13106/jafeb.2020.vol7.no8.577 DOI |
7 | Pham, T.N.M. (2021). The relationship between human resource management practices, work engagement and employee behavior: A case study in Vietnam. Journal of Asian Finance, Economics, and Business, 8(4), 1003-1012. http://doi.org/10.13106/jafeb.2021.vol8.no4.1003 DOI |
8 | Bettencourt, L. A., & Brown, S. W. (1997). Contract employees: Relationships among workplace fairness, job satisfaction, and prosocial service behaviors. Journal of Retailing, 73, 39-61. https://doi.org/10.1016/S0022-4359(97)90014-2 DOI |
9 | Nadeem, K., Riaz, A., & Danish, R. Q. (2019). Influence of high-performance work system on employee service performance and OCB: The mediating role of resilience. Journal of Global Entrepreneurship Research, 9, 13. http://doi.org/10.1186/s40497-018-0142-2 DOI |
10 | Olugbade, O. A., & Karatepe, O. M. (2019). Stressors, work engagement and their effects on hotel employee outcomes. The Service Industries Journal, 39, 279-298. https://doi.org/10.1080/02642069.2018.1520842 DOI |
11 | Bichler, B. F., Pikkemaat, B., & Peters, M. (2020). Exploring the role of service quality, atmosphere, and food for revisits in restaurants by using an e-mystery guest approach. Journal of Hospitality and Tourism Insights, 61, 99-131. https://doi.org/10.1108/JHTI-04-2020-0048 DOI |
12 | Bruck, A. E., & Garthwaite, K. (2020). "We'll go back to a system you really do not like!" Organizational norms and structural violence in a British foodbank. Journal of Organizational Ethnography, 10(2), 147-161. https://doi.org/10.1108/JOE-02-2020-0005 DOI |
13 | Kloutsiniotis, P. V., & Mihail, D. M. (2018). The link between perceived high-performance work practices, employee attitudes, and service quality. Employee Relations, 40(5), 801-821. https://doi.org/10.1108/er-08-2017-0201 DOI |
14 | Kim, J., & Gatling, A. (2019). Impact of employees' job, organizational and technology fit on engagement and organizational citizenship behavior. Journal of Hospitality and Tourism Technology, 31(11), 88-106. https://doi.org/10.1108/JHTT-04-2018-0029 DOI |
15 | Naru, A. S., & Rehman, A. (2020). Impact of job insecurity and work overload on employee performance with the mediating role of employee stress: A case of Pakistan's fast-food industry. International Journal of Human Resource Studies, 10, 305. https://doi.org/10.5296/ijhrs.v10i1.15741 DOI |
16 | Cross, D. D. (2017). Employee retention strategies in the fast food industry. Doctoral dissertation, Walden University. |
17 | Gardezi, N. (2015). A case study on Pizza Hut Pakistan. International Journal of Engineering Research and General Science, 3(2), 265-274. http://pnrsolution.org/Datacenter/Vol3/Issue2/39.pdf |
18 | Hackman, J. R., & Oldham, G. R. (1980). Work redesign. Boston, MA: Addison-Wesley Publishing Company, Inc. |
19 | Poturak, M., & Turkyilmaz, M. (2018). The impact of eWOM in social media on consumer purchase decisions: A comparative study between Romanian and Bosnian consumers. Management and Economic Review, 3, 138-160. http://mer.ase.ro/files/2018_2/3-2.pdf |
20 | Palouzian, K., & Hosseini, M. (2016). Review the effect of internal branding on brand performance in shopping centers in Tehran. Biosciences, Biotechnology Research Asia, 13, 299-306. http://doi.org/10.13005/bbra/2033 DOI |
21 | Tabachnick, B. G., Fidell, L. S., & Ullman, J. B. (2007). Using multivariate statistics (Vol. 5). Boston, MA: Pearson. |
22 | Budur, T., Faraj, K. M., & Karim, L. A. (2019). The benchmarking operations strategies via hybrid model: A case study of Cafe-Restaurant Sector. Amazonia Investiga, 8, 842-854. https://amazoniainvestiga.info/index.php/amazonia/article/view/870 |
23 | Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lanham, MD: Lexington Books/DC Heath and Com. |
24 | Aryee, S., Walumbwa, F. O., Gachunga, H., & Hartnell, C. A. (2016). Workplace family resources and service performance: The mediating role of work engagement. Africa Journal of Management, 2, 138-165. http://doi.org//10.1080/23322373.2016.1175265 DOI |
25 | Bilgin, N., Kuzey, C., Torlak, G., & Uyar, A. (2015). An investigation of antecedents of organizational citizenship behavior in the Turkish hospitality industry: A structural equation approach. International Journal of Culture, Tourism and Hospitality Research, 9, 200-222. http://doi.org//10.1108/IJCTHR-08-2014-0072 DOI |
26 | Blau, P. M. (1964). Exchange and power in social life. New York: Wiley & Sons. |
27 | Budur, T. (2018). Analytic hierarchy process to evaluate a corporate image, trust, and switching cost of GSM operators: A case of Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5, 241-250. http://doi.org//10.23918/ijsses.v5i2p241 DOI |
28 | Matthews, R. A., & Barnes-Farrell, J. L. (2010). Development and initial evaluation of an enhanced measure of boundary flexibility for the work and family domains. Journal of Occupational Health Psychology, 15, 330-346. http://doi.org/10.1037/a0019302 DOI |
29 | Kloutsiniotis, P. V., & Mihail, D. M. (2020). The effects of high-performance work systems in employees' service-oriented OCB. International Journal of Hospitality Management, 90, 102610. https://doi.org/10.1016/j.ijhm.2020.102610 DOI |
30 | Luu, T. T. (2019). Service-oriented high-performance work systems and service-oriented behaviors in public organizations: The mediating role of work engagement. Public Management Review, 21, 789-816. https://doi.org/10.1080/14719037.2018.1526314 DOI |
31 | Murad, S., & Ali, M. (2015). Impact of service quality on customer satisfaction in the restaurant industry. Singaporean Journal of Business Economics and Management Studies, 4(6), 71-81. https://www.singaporeanjbem.com/pdfs/SG_VOL_4_(6)/6.pdf |
32 | Nguyen, D. T, Ha, V. D., & Dang, T. T. N. (2020). The impact of human resource management activities on the compatibility and work results. Journal of Asian Finance, Economics, and Business, 7(9), 621-629. http://doi.org/10.13106/jafeb.2020.vol7.no9.621 DOI |
33 | Ashkanasy, N. M., Troth, A. C., Lawrence, S. A., & Jordan, P. J. (2017). Emotions and emotional regulation in HRM: A multilevel perspective. Research in Personnel and Human Resources Management, 35, 1-52. http://doi.org/10.1108/S0742-730120170000035002 DOI |
34 | Poturak, M., & Softic, S. (2019). Influence of social media content on consumer purchase intention: Mediation effect of brand equity. Eurasian Journal of Business and Economics, 12, 17-43. https://www.ejbe.org/index.php/EJBE/article/view/94 DOI |
35 | Saleem, Z., Shenbei, Z., & Hanif, A. M. (2020). Workplace violence and employee engagement: the mediating role of work environment and organizational culture. SAGE Open, 10(2), 111-129. https://doi.org/10.1177/2158244020935885 DOI |
36 | Singh, J. P., Chand, P. K., Mittal, A., & Aggarwal, A. (2020). High-performance work system and organizational citizenship behavior on the shop floor. Benchmarking: An International Journal, 27, 1369-1398. https://doi.org/10.1108/BIJ-07-2019-0339 DOI |
37 | Torlak, N. G., Demir, A., & Budur, T. (2019). Impact of operations management strategies on customer satisfaction and behavioral intentions at cafe-restaurants. International Journal of Productivity and Performance Management, 69, 1903-1924. http://doi.org/10.1108/IJPPM-01-2019-0001 DOI |
38 | Yildiz, Y., & Amin, H. H. H. (2020). Impact of organizational citizenship behavior on customer satisfaction. Eurasian Journal of Management & Social Sciences, 1, 17-35. http://doi.org/10.23918/ejmss.v1i1p17 DOI |
39 | Aboramadan, M., & Dahleez, K. A. (2020). Leadership styles and employees' work outcomes in nonprofit organizations: The role of work engagement. Journal of Management Development, 39, 869-893. http://doi.org//10.1108/JMD-12-2019-0499 DOI |
40 | Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12, 125-143. http://doi.org/10.1287/mksc.12.2.125 DOI |
41 | Matthews, L., Hair, J., Matthews, R., & Enterprises, R. (2018). PLS-SEM: The holy grail for advanced analysis. The Marketing Management Journal, 28(1), 1-13. http://www.mmaglobal. org/publications/MMJ/MMJ-Issues/2018-Spring/MMJ-2018-Vol28-Issue1-Matthews-Hair-Matthews-pp1-13.pdf |