Fostering hospitality employees’ service-oriented organizational citizen behavior through managerial coaching behavior: A multilevel mixed methods study

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

International Journal of Hospitality Management Pub Date : 2025-03-28 DOI:10.1016/j.ijhm.2025.104203

Zhen Yan , Zuraina Dato Mansor , Wei Chong Choo , Na Bai

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引用次数: 0

Abstract

This study seeks to examine the links between managerial coaching behavior (MCB) and employees’ service-oriented organizational citizen behavior (service-oriented OCB), the mediating role of harmonious passion (HP) and the moderating role of growth need strength (GNS) in the hospitality sector. A mixed methods sequential explanatory design was employed, which consisted of a quantitative phase, where survey data were collected and analyzed, followed by a qualitative phase, where a specific case study was conducted. The quantitative findings revealed that MCB exerted a cross-level positive effect on service-oriented OCB, which was mediated by HP at the individual level. Moreover, the effect of MCB on HP was stronger when GNS was high and weaker when GNS was low. Furthermore, HP mediated the interaction between MCB and GNS on service-oriented OCB. The qualitative findings reported interviewees’ viewpoints and successfully explained the “why” and “how” behind the influence of MCB on service-oriented OCB, complementing and enhancing comprehension of the quantitative results. These findings suggest that hospitality organizations should promote MCB to enhance employees’ service-oriented OCB and focus on boosting HP and nurturing high level of GNS to maximize the positive impact of MCB.

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来源期刊

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.