Customers’ devaluation in hospitality organizations: A social learning perspective of customer-targeted knowledge hiding behavior

IF 9.9 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM
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Abstract

We aim to investigate whether, how, and when frontline service employees (FSEs), as observers of leaders’ knowledge hiding behavior toward customers (LKH-C), engage in employee knowledge hiding behavior toward customers (EKH-C). We introduce employees’ devaluation of customers (EDC) as an indicator of the social learning of LKH-C. To understand the trickle effects of knowledge hiding toward customers from supervisors to FSEs, we introduce leader–member exchange (LMX) as a first-stage moderator that can intensify the influence of negative role modeling and moral identity (MI) as a second-stage moderator that can “break the cycle” of top-down knowledge hiding. We collected time-lagged data (i.e., responses from FSEs at three different time points) from three- to five-star-ranked hotels in the eastern province of Saudi Arabia (N = 379). We found that LKH-C stimulates EKH-C through EDC. We also noted that the indirect effect of LKH-C on EKH-C via EDC could be intensified at high LMX and that FSEs with high-MI could break the cycle of top-down knowledge hiding behavior. From the perspective of social learning theory (i.e., cognitive processes), we aim to understand whether, how, and when FSEs observing LKH-C engages in EKH-C at high vs. low values of LMX and MI. Our findings have important implications for managers, practitioners, and organizations with regard to “breaking the cycle” of knowledge hiding in the hospitality industry and maximizing overall customer experience.
酒店机构中的客户贬值:以顾客为目标的知识隐藏行为的社会学习视角
我们旨在研究一线服务员工(FSEs)作为领导者对客户知识隐藏行为(LKH-C)的观察者,是否、如何以及何时参与员工对客户知识隐藏行为(EKH-C)。我们将员工对客户的贬低(EDC)作为 LKH-C 社会学习的指标。为了了解知识隐藏的涓滴效应,我们引入了领导-成员交流(LMX)作为第一阶段的调节因子,它可以加强负面榜样的影响;引入了道德认同(MI)作为第二阶段的调节因子,它可以 "打破 "自上而下的知识隐藏的 "循环"。我们从沙特阿拉伯东部省份的三星级至五星级酒店收集了时滞数据(即 FSE 在三个不同时间点的反应)(N = 379)。我们发现 LKH-C 通过 EDC 刺激 EKH-C。我们还注意到,在高 LMX 条件下,LKH-C 通过 EDC 对 EKH-C 的间接影响可能会加强,而高MI 的 FSE 可以打破自上而下的知识隐藏行为循环。从社会学习理论(即认知过程)的角度出发,我们旨在了解在高 LMX 值和低 MI 值下,观察到 LKH-C 的 FSE 是否、如何以及何时参与 EKH-C。我们的研究结果对管理者、从业人员和组织机构具有重要意义,有助于 "打破 "酒店业知识隐藏的 "循环",并最大限度地提升整体客户体验。
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来源期刊
International Journal of Hospitality Management
International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
21.20
自引率
9.40%
发文量
218
审稿时长
85 days
期刊介绍: The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.
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