Does a leader’s “partiality” affect employees’ proactivity in the hospitality industry? A cross-level analysis |
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| Institution: | 1. Ningbo University-University of Angers Joint Institute/Sino-European Institute of Tourism and Culture, Ningbo University, Ningbo, 315201, China;2. Business School, Sichuan University, No. 29 Wangjiang Road, Chengdu, 610064, China;3. School of Business Administration, Guangdong University of Finance & Economics, Guangzhou, 510320, China;1. School of Business and Tourism Management, Yunnan University, Kunming 650091, China;2. Tourism and Social Administration College, Nanjing Xiaozhuang University, Nanjing 211171, China;3. School of Hospitality Business Management, Carson College of Business, Washington State University, Pullman, WA 99164-4742, USA;4. College of Tourism and Landscape Architecture, Guilin University of Technology, Guilin 541006, China;5. Department of Apparel, Events, and Hospitality Management, College of Human Sciences, Iowa State University, Ames, IA 50011-1078, USA;1. Key Laboratory of Brain, Cognition and Education Sciences (South China Normal University), Ministry of Education, China;2. School of Tourism Management, South China Normal University, Guangzhou, China;3. School of Psychology, South China Normal University, Guangzhou, China;4. Foodservice and Lodging Department, Rosen College of Hospitality Management, University of Central Florida, Orlando, USA |
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| Abstract: | This study examined the impact of leader-member exchange (LMX) differentiation on employees’ proactive customer service performance (PCSP). A cross-level model of LMX differentiation, emotional labor, PCSP, and group positive emotional climate was proposed and tested on a sample of 44 groups consisting of 294 individual frontline employees from 6 hotels located in western, central, and eastern China. The results showed that LMX differentiation at the group level is negatively related to employees’ PCSP, while another variable at the same level, positive emotional climate, is positively related to PCSP. Surface acting and deep acting, two major forms of the regulation of emotional labor, were found to mediate the relationship between LMX differentiation and PCSP. The influence of surface acting and deep acting on the employees’ PCSP is moderated by positive emotional climate at the group level. Additionally, the application of these findings to research and future practice is discussed. |
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| Keywords: | Leader-member exchange (LMX) differentiation Emotional labor Proactive customer service performance (PCSP) Positive emotional climate |
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