Extra-Role Customer Service: The Roles of Leader–Member Exchange (LMX), Affective Commitment,and Psychological Empowerment

ABSTRACT

Based on the social exchange and job characteristic theories, this study advances a moderated-mediation model that tries to explain the social-psychological processes connecting the leader–member exchange (LMX) and extra-role customer service, and examined it by collecting data from employees and managers employed in tourist hotels operating in Uttarakhand, India. A hierarchical regression analysis determined that LMX was positively related to extra-role customer service where affective commitment mediated this relationship. Further, an analysis of a moderated-mediation path revealed that psychological empowerment strengthened the direct influences of LMX on affective commitment and its indirect influence on extra-role customer service. Based on these findings, important theoretical and managerial implications are discussed.     

旅游学Ph.D.培养:为未来储备什么?

正Ph.D.,即Doctor of Philosophy,通常是学历架构中最高级的学衔。以旅游管理专业而言,指的是对与旅游研究领域相关的知识范畴的理论、内容及发展等都具有相当的认识,能独力进行研究,并能在旅游学术界有所建树的人。笔者参与中山大学与香港理工大学的博士双学位项目,有机会分别在中山大学旅游学院、香港理工大学旅游与酒店管理学院进行Ph.D.学习,完成两边规定的课程、训练和博士论文的写作,处于两个不同的"学术系统",体会了