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.
