Human Resources Management And Employees’ Prosocial Behaviour Of Hotel Front Liners In Penang, Malaysia

Staf barisan hadapan atau pekerja kaunter dalam industri perhotelan dan hospitaliti memainkan peranan penting dalam membentuk pendapat tentang khidmat pelanggan, ataupun penyampaian khidmat mereka. The frontline staffs of hotels and the hospitality industry plays a pivotal role in forming the opinions of service consumers by means of their service delivery. Therefore, the decisions they tend to make while serving the customers affect their rapport with the customers