Investigating the moderating effects of service climate on personality,motivation, social support,and performance among flight attendants

As service work becomes more complex and diversified, proactive behaviors become even more critical as determinants of organizational success. This study investigates the moderated mediation and three-way interaction effects that exist in the relationship between the variables ‘proactive personality’ and ‘service performance’. A self-administered questionnaire collected data from 205 flight attendants. Using hierarchical regression analysis, the results show that the relationship between ‘proactive personality’ and ‘service performance’ is moderated by other variables, namely ‘social support’ and ‘service climate’. Another variable ‘intrinsic motivation’ is found to be important when a low ‘service climate’ would otherwise inhibit service performance. The implications of the research findings are provided and discussed.     

Hotel service providers’ emotional labor: The antecedents and effects on burnout

The purpose of this study is to examine the antecedents and consequences of two emotional labor strategies (surface and deep acting) in the lodging industry. Variety, duration, and positive display rules are significant predictors of hotel service providers’ deep acting and negative display rules are related to service providers’ surface acting. Employees ohigh in neuroticism are more likely to fake their emotional expressions (surface acting) when dealing with guests and those high in extraversion are more likely to try hard to invoke the appropriate emotions (deep acting). Results further indicate that surface actors are more exhausted and cynical than deep actors and the mediating role of emotional labor between burnout and job and personality characteristics is found to be rather weak. Managerial implications for hotel operators are discussed.     

Affectivity and organizational politics as antecedents of burnout among frontline hotel employees

This study investigates perceptions of organizational politics as a mediator of the effects of negative affectivity and positive affectivity on burnout. Based on data obtained from frontline hotel employees in Turkey, results reveal that the impacts of negative affectivity on exhaustion and disengagement, through perceptions of organizational politics, are stronger than positive affectivity.     

Examining job stress and burnout of hotel room attendants: Internal marketing and organizational commitment as moderators

ABSTRACT

Housekeeping is a support department that helps provide and support quality service and products for hotel customers. Room attendants, however, face as much job stress as other staff. Therefore, this study examines the causal relationships among job stress, job burnout, and turnover intentions, while also verifying internal marketing and organizational commitment as moderators for the effect of job stress on burnout. Study results indicate that room attendants who suffer job stress do have higher job burnout, which, in turn, affects their turnover intentions. Further, internal marketing and organizational commitment significantly moderates job stress and job burnout.     

Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor

Despite its strong theoretical relevance with emotional labor, employees’ ability to understand and regulate emotions (i.e., emotional intelligence, EI) has seldom been studied, especially how it affects hotel employees responding to the firm's display rules (i.e., emotional labor) and experiencing burnout and job satisfaction. Thus, this study investigated direct and indirect effects of employees’ EI on two different forms of emotional labor (i.e., emotional effort: EE; emotional dissonance: ED): burnout and job satisfaction. Data were collected from 309 customer-contact hotel employees and managers in the United States. Results of structural equation modeling showed that EI had a direct, positive effect on EE and personal accomplishment and a direct, negative effect on ED and depersonalization. EI was also found to indirectly affect job satisfaction and emotional exhaustion through the mediating roles of personal accomplishment and ED, respectively. Additionally, ED was found to directly affect depersonalization and indirectly affect job satisfaction through emotional exhaustion while EE directly affects personal accomplishment and indirectly affects job satisfaction through personal accomplishment. Finally, personal accomplishment was found to mediate the depersonalization–job satisfaction relationship. Managerial implications for human resource practices are provided.     

Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts

This study examines how emotional intelligence and occupational commitment have a moderating effect on the relationship between emotional labour and its potential outcomes. Two acting strategies reflect emotional labour, namely surface and deep acting, with burnout and performance as the prospective outcomes. Burnout is operationalized into emotional exhaustion, depersonalization and diminished personal achievement; whereas performance is operationalized into task performance and organizational citizenship behaviour (OCB). The study investigates employee responses from several tourism and hospitality organizations in Florida, USA. The results show that emotional labour relates most positively to task performance and to burnout in the case of surface acting. Tests of moderation show that occupational commitment enhances performance outcomes by facilitating emotional labour strategies, and the prevalence of higher emotional intelligence amongst employees reduces burnout. These findings contribute to the literature on emotional labour by incorporating emotional intelligence and occupational commitment as moderators and by incorporating OCBs within performance analyses.     

Organizational antecedents and competitive consequences of environmental proactivity in the hotel industry

This research simultaneously examines the influence of organizational design variables (specialization, decentralization, formalization, link mechanisms, and informal social relations) on environmental proactivity, and the impact of this environmental proactivity on the competitiveness of hotels. The joint analysis of causes and consequences of environmental proactivity, and the relationship between organizational design and environmental management are topics that have rarely been explored in the literature. Using structural equation modeling methodology, a model is empirically tested using a survey instrument that was distributed to hotels in Spain. The findings indicate that specialization, formalization, link mechanisms, and informal social relations are effective coordination mechanisms to foster environmental proactivity. Moreover, the most effective way of encouraging the implementation of environmental practices is formalization. The findings also show that environmental proactivity contributes to improving competitive advantage in terms of both cost and differentiation.     

How the COVID-19 pandemic affected hotel Employee stress: Employee perceptions of occupational stressors and their consequences

This study sought to examine the impacts of the global coronavirus pandemic on hotel employees’ perceptions of occupational stressors and their consequences. Paired t-tests and structural equation modeling were applied to examine the responses of 758 hotel employees in the United States. The findings showed that occupational stressors after the outbreak of the pandemic consisted of three domains: traditional hotel-work stressors, unstable and more demanding hotel-work-environment stressors, and unethical hotel-labor-practices-borne stressors. The impacts of these stressors differed from the hypothesis that traditional hotel-work stressors positively affect job satisfaction and organizational commitment. The findings showed that job satisfaction and organizational commitment significantly explained job performance, subjective well-being, and prosocial behavior, but they did not significantly influence turnover intention. Hotel employees’ pre-pandemic perceptions of occupational stressors and their consequences also differed significantly from their perceptions after the pandemic had broken out.     

Investigating the effects of job demands and job resources on cabin crew safety behaviors

Cabin crews are crucial to the cabin safety performance of airlines, and may enhance air travel safety and alleviate passenger concerns. Within the limited literature devoted to cabin crew related research, this study aims to examine the causal relationships among “job demands”, “job resources” and cabin crew safety behaviors. Data from a survey of 339 flight attendants working for Taiwanese international airlines were analyzed using structural equation modeling. A variety of fit indices confirmed the overall model fit, and all the paths in the model were statistically significant. Framed in the context of the job demands-resources model, the results reveal negative causality between “job demands” and “cabin crew safety behaviors”, whereas “job resources” are positively related to “upward safety communication”, “in-role” and “extra-role” safety behaviors. The implications of the results for practitioners and future research are discussed.     

Antecedents and consequences of job satisfaction in the hotel industry

The purpose of this study is to investigate the antecedents (i.e., role ambiguity and conflict, burnout, socialization, and work autonomy) and consequences (i.e., affective and continuance commitment, absenteeism, and employee turnover intention) of employee job satisfaction. Data obtained from a sample of 671 respondents drawn from 11 international tourist hotels in Taiwan were analyzed with the LISREL program. According to the results, role conflict, burnout, socialization, and work autonomy, but not role ambiguity, significantly predicted job satisfaction. In addition, job satisfaction significantly contributed to psychological outcomes in terms of organizational effectiveness (i.e., greater affective and continuance commitment and lower employee turnover intentions).     

Work and leisure in Taiwan: examining the antecedents and consequences of work-leisure conflicts

This research examines the antecedents and consequences of work-leisure conflicts in Taiwan. Derived from a sample of 440 Taiwanese respondents, it was found that a heavy workload is a critical source that may induce work-leisure conflicts; moreover, the conflicts between work and leisure may potentially lower the life satisfaction of full-time workers. However, the establishment of work-life segmentation can alleviate work-leisure conflicts. Furthermore, this study suggests that an active behavioural leisure attitude is potentially beneficial to increase life satisfaction, even for employees who experience high levels of work-leisure conflicts. This study concludes with recommendations for the success of managing the work-leisure conflicts of full-time workers as well as the enhancement of their life satisfaction.     

An examination of the links between corporate social responsibility (CSR) and its internal consequences

The purpose of this study is to examine the links between Corporate Social Responsibility (CSR) and its internal consequencesusing the hotel employees' CSR perception, Quality of Working Life (QWL), affective commitment, organizational citizenship behavior (OCB), and job performance. Although CSR has been widely studied from the perspective of employees, no previous study has related it to QWL in the field of hospitality research. Applying relevant theories, the study empirically substantiates the connection between the constructs and provides theoretical and practical implications. The results, drawn from data collected from hotel employees in upscale hotels in South Korea, show that hotel employees' CSR perception of the firm positively influences their QWL, affective commitment, and organizational citizenship behavior, which, in turn, enhance their job performance.     

The antecedents and consequences of being envied by coworkers: An investigation from the victim perspective

This study focused on the victims of coworker envy and presented a comprehensive model of being envied by coworkers to explore its antecedents and consequences in the hospitality context. Based on a sample of 232 employee-supervisor dyads in five Chinese hotels, we found that competitive goal interdependence fostered coworker envy, whereas cooperative goal interdependence prevented it. Further, the experience of being envied by coworkers undermined the frontline hospitality employees’ social exchange relationship with coworkers. This in turn prevented them from engaging in organizational citizenship behavior directed at their organizations (OCBO) and specific individuals (OCBI) such as organization members. In addition, envied employees’ others’ approval of the contingent self-esteem was found to strengthen (1) the direct effect of being envied by coworkers on coworker exchange and (2) the indirect effect of being envied by coworkers on OCBO and OCBI via coworker exchange.     

Drivers of work engagement: An examination of core self-evaluations and psychological climate among hotel employees

Many practitioners consider employee engagement a new human resource practice through which business can cope with uncertain and turbulent industry conditions. However, the hospitality academic community is still in need of finding predictors of employee engagement. The purpose of this study was to provide theory-based empirical evidence on whether employee evaluations of self (i.e., core self-evaluations) and perceptions of organizational work environment (i.e., psychological climate) affect employee engagement. Kahn's theory of three psychological conditions and Demerouti and her associates’ job demands–resources model were used for theoretical frameworks. Data were collected from 394 hotel line-employees and managers in the United States. Results of hierarchical multiple regression analyses revealed that core self-evaluations and four components of psychological climate (i.e., customer orientation of the management, managerial support for service, internal service, and information-sharing communication) were positively associated with employee engagement. Managerial implications for human resource practice and future research directions are provided.     

Perceived stress as a moderator of perfectionism,burnout, and job satisfaction among the millennial service workforce

The purpose of this study was to examine if perceived stress moderated the relationship between both adaptive and maladaptive perfectionism and two main outcomes, job satisfaction and burnout, among a sample of 131 Millennials in the hospitality industry. Millennial students enrolled in various hospitality management programs in the United States and employed at least part-time in the hospitality industry completed self-administered questionnaires on their perfectionism, perceived stress, job satisfaction, and three subtypes of burnout (personal, work-related, and customer-related). The results of this study indicated that while perceived stress did not have a moderating effect in regards to either dimension of perfectionism and job satisfaction, perceived stress did moderate the relationship between adaptive perfectionism and all three subtypes of burnout. The implications for hospitality employees with high levels of adaptive perfectionism are discussed.     

In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees

Research in tourism management is yet to examine the role of psychological contracts in shaping organizational identification and influencing service-oriented behaviors of frontline employees. Drawing upon psychological contract and social identity theories, we propose a theoretical model that links the two types of psychological contracts (relational vs. transactional psychological contracts) with organizational identification and service employees' in-role performance and organizational citizenship behaviors. Data collected from 199 matched frontline employee-coworker-supervisor triads in hotels show that while transactional psychological contracts were directly and negatively associated with supervisor-reported in-role performance and co-worker reported service-oriented citizenship behaviors, the relationship between relational psychological contracts and both types of service-oriented behaviors were positive and partially mediated by organizational identification. Our findings have important implications for tourism operators by highlighting the important role of different types of psychological contracts in the delivery of high quality service.     

服务认知-行为模式对一线员工服务绩效影响研究——以酒店和旅行社为例

在以往的服务管理研究中,服务绩效的影响因素很多,然而没有文献研究员工对服务的概念性界定对服务绩效的影响.基于行为识别理论,文章提出服务认知-行为模式对一线员工的服务绩效存在影响.该研究利用旅行社业和饭店业402名一线服务员工的问卷调查数据,部分验证了所提出的假设,实证结果发现:(1)对顾客理解型服务认知一行为模式具有最高的角色外服务绩效,对工作规范型服务认知-行为模式具有最低的角色外服务绩效;(2)对工作规范型服务认知-行为模式具有最低的角色内服务绩效,对顾客理解型和手段型服务认知-行为模式具有较高的角色内服务绩效.     

Antecedents and consequences of Franchisee satisfaction in the U.S. restaurant industry

This study surveyed 3,177 franchisees from 58 restaurant brands with the purpose of examining the antecedents and consequences of franchisee satisfaction in the U.S. food service sector. Findings indicate that a high level of franchisee income and franchisor care and trust are associated with a high level of franchisee satisfaction. Education had a negative impact on franchisees' satisfaction, suggesting that the higher the level of franchisee education, the less franchisees were satisfied with the franchise. Furthermore, the higher the franchisees' satisfaction was, the stronger the franchisees' intention to remain in the franchise system was, and the higher the likelihood of recommending the franchise to others.     

Investigating the role of festivalscape in culinary tourism: The case of food and wine events

This paper analyses the importance of festivalscapes in determining emotions, satisfaction and future behavior of participants at food and wine events. The study applies a structural equation model (SEM) with latent variables to survey responses of visitors to the “Friuli DOC” Italian festival. The main results are that festivalscape and emotions have significant direct effects on satisfaction, which in turn has a significant effect on behavioral intention. The effects of the festivalscape on visitors' future behavior are only indirect and mediated by satisfaction. Thus, in order to enhance their visitors' behavioral intentions, festival organizers should monitor emotions and satisfaction deriving from the subjective perception of exogenous characteristics as food and wine quality, comfort and entertainment.     

The effect of effort expenditure,job control and work-home arrangements on negative work-home interference in the hospitality industry

This study investigates the role of job expenditure and job control on negative work-home interference according the Effort-Recovery model. In addition, the role of work-home arrangements, as a measure of home control, is investigated. This study concerns higher educated employees who have been graduated from a business university. Working overtime, work-home arrangements and autonomy were significantly related to negative work-home interference giving proof to the Effort-Recovery model. Especially employees who work in the hospitality industry indicated significantly more working overtime and less being positive about the work-home arrangements while these were the most important predictors of negative work-home interference. The results give directions to what HRM policies organizations should pay attention to, to minimize negative work-home interference and its negative consequences among their employees.