Service rewards and prosocial service behaviours among employees in four and five star hotels in Cappadocia

Abstract

Considerable research evidence has emerged demonstrating a link between aspects of organizational culture and employee behaviour. The present investigation examined the association of levels of service rewards perceived by service employees working in four-and five-star Turkish hotels to be provided by their organizations, and employees engaging in prosocial service behaviours. Data were collected from 241 employees working in 16 different hotels in Cappadocia, Turkey, using anonymously completed questionnaires, with a 60% response rate. Respondents rated both levels of prosocial service behaviours and levels of service rewards provided to them by their hotels as relatively high. Personal demographic characteristics were weak and inconsistent predictors of both prosocial service behaviours and perceptions of service rewards. Service rewards, controlling for personal demographics, were strong and consistent predictors of the three prosocial service behaviours studied here.

Job resourcefulness, work engagement and prosocial service behaviors in the hospitality industry

“…PSBs were measured using a 15-item scale and were based on a five-point Likert-type scale ranging from “ strongly disagree ” to “ strongly agree ” (Bettencourt and Brown, 1997). This scale is reliable and has been used to measure PSBs in a hospitality context (Eren et al , 2014; Tsaur et al , 2014). In this study, three types of service behavior, namely, RPSBs, ERSBs and employee cooperation, were investigated.…”

“…PSBs represent positive behaviors that service employees direct at customers and co-workers. Three categories of PSBs, namely, extra-role service behaviors (ERSBs), role-prescribed service behaviors (RPSBs) and employee cooperation, have been frequently discussed (Bettencourt and Brown, 1997; Eren et al , 2014). ERSBs are described as the discretionary behaviors of employees in satisfying a customer that exceed formal job requirements.…”

Nurses' organizational communication satisfaction, emotional labor, and prosocial service behavior: A cross‐sectional study

“…In addition to the basic roles and services involved, voluntary services that are not specified should also be provided in order to ensure high-level customer satisfaction. This behavior forms part of the organizational role of service providers; accordingly, considerable emphasis is placed on prosocial service behavior that includes both specified and non-specified role behaviors (Ackfeldt & Malhotra, 2013;Eren, Burke, Astakhova, Koyuncu, & Kaygısız, 2014). Employees who engage in service encounters perform such roles and services at their discretion; the behaviors of these internal employees not only decide the quality of the service products but also affect customer satisfaction, business performance, and organizational growth (Boshoff & Gray, 2004); therefore, prosocial service behavior is vital (Baik & Yom, 2012).…”

Human resource management in the hospitality and tourism sector

“…As mentioned earlier, one important human resource management practice is the use of rewards for the provision of outstanding customer service by hospitality employees. Eren et al (2014) undertook a study of levels of service rewards perceived by front-line service workers from four-and five-star Turkish hotels and their engaging in prosocial service behaviors. The latter included engaging in extra-role, role prescribed, and cooperative helpful behaviors.…”