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Abstract

This research empirically investigates the impacts of three components of organizational culture (Decisiveness, Team orientation, Attention to detail) on service frontliners’ behaviors, represented by organizational commitment and customeroriented behavior (COB) in the airport services in Vietnam. It also estimates the effect of organizational commitment on COB of frontliners. Based on the data collected from 310 frontliners working in several airports, the analyses reveal that two dimensions of organizational culture, “Attention on details” and “Team orientation”, have direct positive influence on COB while all three components have positive influence on the employee’sorganizational commitment which then leads to COB. Theoretical and managerial implications have been discussed accordingly.



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Article Details

Issue: Vol 1 No Q4 (2017)
Page No.: 95-103
Published: Oct 31, 2017
Section: Research article
DOI: https://doi.org/10.32508/stdjelm.v1iQ4.480

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Creative Commons License

Copyright: The Authors. This is an open access article distributed under the terms of the Creative Commons Attribution License CC-BY 4.0., which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.

 How to Cite
Nguyen, D., Le, H., Tran, T., & Nguyen, T. (2017). The effect of some organizational culture components on frontliner’s commitment and customer-oriented behavior - a study of airport services in Vietnam. VNUHCM Journal of Economics, Business and Law, 1(Q4), 95-103. https://doi.org/https://doi.org/10.32508/stdjelm.v1iQ4.480

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