Author(s): Ayman Mansour, Hefin Rowlands, Jassim Ahmad Al-Gasawneh, Shaker Al-Qudah, Hosam Shrouf, Esra'a AlAmayreh, Lama Ahmad Al-smadi
This study examined customer-contact employees’ attitudes and behaviors employed in Jordanian 1-5 stars hotels. It analyzed their perceptions of the acquired social support for training opportunities and the impact of such support on the service oriented-organizational citizenship behavior. An integrated conceptual model was developed to examine the effects of the social support for employees' training on their service oriented-organizational citizenship behavior, through investigating the mediating role of their affective commitment to their hotels. Using a sample of 450 front-line employees, Partial Least Squares-Structural Equation Modelling (PLS-SEM) was conducted to test the hypotheses that were built based on the social exchange theory. The study's results show that social support for training programs helps employees engage in more service-oriented organizational citizenship behaviors, and that employees' affective organizational commitment fully mediates this relationship.