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.