What fuzzy requests bring to frontline employees: An absorptive capacity theory perspective |
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| Institution: | 1. School of Economics and Management, Anhui Polytechnic University, 241000, Wuhu, China;2. School of Management, Zhejiang University, 310058, Hangzhou, China;3. School of Business, State University of New York at New Paltz, 12561, New Paltz, USA;1. Indian Institute of Management, Lucknow, Uttar Pradesh, 226013, India;2. Xavier Institute of Management, (Xavier University), Bhubaneswar, India;1. Antai College of Economics and Management, Shanghai Jiao Tong University, China;2. School of Business Administration, Southwestern University of Finance and Economics, China;1. College of Charleston, 66 George Street, Charleston, SC, 29424, USA;2. Texas Tech University, 703 Flint Ave. Lubbock, TX, 79409, USA;1. School of Management, Xi’an University of Architecture and Technology, Xi’an, 710055, China;2. School of Management, Xi’an Jiaotong University, Xi’an, 710049, China;3. School of Economics, Hebei University, Baoding, 071002, China;1. College of Economics and Management, Nanjing Forestry University, Nanjing, Jiangsu, 210037, China;2. Centre for Ecological Civilization and Rural Revitalization, Nanjing Forestry University, Nanjing, Jiangsu, 210037, China;3. College of Management, Shandong Vocational University of Foreign Affairs, Rushan, Shandong, 264504, China;4. School of Economics and Management, Nanjing University of Science and Technology, Xuanwu District, Nanjing, Jiangsu, 210094, China;5. School of Business, Nanjing University of Information Science & Technology, Pukou District, Nanjing, Jiangsu, 210044, China |
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| Abstract: | This study uses absorptive capacity theory to construct a model to explain how frontline employees learn from customers’ fuzzy requests and then improve their performance. The research model is empirically examined using data collected from 364 hotel front desk service employees and further analyzed through a structural equation model. The study shows that request severity significantly influences need recognition, experience assimilation, concept transformation and inertia change. Request legitimacy has a positive effect on need recognition, experience assimilation, concept transformation, inertia change and cost assessment. Performance is positively affected by experience assimilation, concept transformation, inertia change and cost assessment. Some meditation and moderation effects are also identified. This study is the first to reveal the positive effects of fuzzy requests. These findings may help managers better handle and utilize fuzzy requests, with implications for organizational policy and for the support of frontline employees. |
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| Keywords: | Fuzzy requests Absorptive capacity theory Service innovation Performance |
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