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.