Title: Service
Quality In The Malaysian Golf Clubs: Do Employee Attitudes Have A Role?
Abstract:As service-based
organizations,
the success of service firms depends so much on the quality of their
services,
as perceived by customers. Contemporary managers have realized that
service
quality is the result of employee work performances. According to
previous
research, those performing employees are usually individuals with
positive
work attitudes. In other words, employees who are committed to their
work
have high tendency to excel in their jobs and their excellent
performances
will lead to a high level of service quality. It is therefore logical
to
assume the existence of a direct link between one form of employee
favourable
work behaviours which is called organizational citizenship behaviour
(OCB)
and the perceived service quality. Supported by relevant literature
review,
this intuitive connection is proposed and examined in this study. The
data
were obtained from a survey of 325 employees of 42 18-hole golf clubs
in
Malaysia. The results showed that there is a significant relationship
between
employee OCB and the perceived service quality. The proposed model is
valid
in both non- and customer-contact employee samples. The implications of
this
study for research and practice are further discussed in this paper.
Authors: Solha Husin, Ghazali Musa, and
Masoud
Abessi
