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The impact of the challenge and hindrance stress on hotel employees interpersonal citizenship behaviors: Psychological capital as a moderator
Institution:1. Department of Hotel Management, The University of Jordan, Aqaba Aqaba, Jordan;2. Lester E. Kabacoff School of Hotel, Restaurant and Tourism Administration, University of New Orleans, New Orleans, LA, 70148, USA;3. Hospitality Management Program, 328 Spidle Hall, Auburn University, 36849, Alabama, USA;4. Department of Business Administration, Hospitality Management Program, Faculty of Economics and Administrative Sciences, The Hashemite University, P.O. Box 330127 Zarqa 13133 Jordan;1. School of Hospitality Leadership, College of Business, East Carolina University, Rivers West 311, Greenville, NC 27858-4353, USA;2. Rosen College of Hospitality Management, University of Central Florida, 9907 Universal Blvd., Orlando, FL 32819, USA;1. Gabelli School of Business, Fordham University, 140 W. 62nd Street, New York, NY, 10023, United States;2. Koppelman School of Business, Brooklyn College of the City University of New York, 2900 Bedford Ave, Brooklyn, NY, 11210, United States;1. Department of Marketing & Tourism Management, College of Business Administration, Capital University of Economics and Business, Beijing, 100070, China;2. Department of Apparel, Events, and Hospitality Management, College of Human Sciences, Iowa State University, Ames, IA, 50010, USA;3. Howard Feiertag Department of Hospitality & Tourism Management, Pamplin College of Business, Virginia Tech, Blacksburg, VA, 24061, USA;1. School of Business Administration, Southwestern University of Finance and Economics, Chengdu, Sichuan Province, 611130, China;2. School of Hospitality Business Management, Carson College of Business, Washington State University, Pullman, WA, 99163, USA;3. Senior Research Fellow, School of Tourism & Hospitality, University of Johannesburg, South Africa
Abstract:This study investigates the relationships between challenge and hindrance stressors and hotel employees’ interpersonal citizenship behaviors (ICB). The study also tests the moderating role of hotel employees’ psychological capital (PsyCap) on the aforementioned relationships. Data were collected from 213 U.S. hotel frontline employees. The results showed that both challenge and hindrance stress had a negative relationship with ICB. PsyCap was found to moderate both relationships. Implications for hospitality researchers and industry practitioners are discussed along with the limitations and suggested avenues for future research.
Keywords:Challenge stress  Hindrance stress  Interpersonal citizenship behaviors  Psychological Capital  Hotel Industry
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