Paper Title
Customer Orientation, Benevolence, and Prosocial Service Behaviors among Hotel Employees in China
Start Date
8-1-2011 8:00 AM
End Date
8-1-2011 9:15 AM
Track
1. Track 1 – Formal Paper Presentation
Subject Area
Management
Faculty Member
Dr. QU, Hailin h.qu@okstate.edu
Abstract
This paper attempts to investigate the relationship of customer orientation (CO), benevolence, and prosocial service behaviors among the hotel employees in China. A review of literature of benevolence, CO, and prosocial service behaviors reveals that benevolence might be a significant antecedent of CO, while prosocial service behaviors might be a CO’s consequence. Because the direct links of these three variables are seldom studied in the existing literature despite of their influences on positive work outcomes, this research is expected to fill in the research gap and provide some new implications for the hotel industry.
Keywords
Customer orientation, benevolence, prosocial service behaviors, and hospitality
Customer Orientation, Benevolence, and Prosocial Service Behaviors among Hotel Employees in China
This paper attempts to investigate the relationship of customer orientation (CO), benevolence, and prosocial service behaviors among the hotel employees in China. A review of literature of benevolence, CO, and prosocial service behaviors reveals that benevolence might be a significant antecedent of CO, while prosocial service behaviors might be a CO’s consequence. Because the direct links of these three variables are seldom studied in the existing literature despite of their influences on positive work outcomes, this research is expected to fill in the research gap and provide some new implications for the hotel industry.