Happy employees, happy customers: The role of workplace fun activities on frontline employees’ service performance

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

International Journal of Hospitality Management Pub Date : 2025-05-13 DOI:10.1016/j.ijhm.2025.104268

Mengyuan Chen , Yijiao Ye , Haoyu Cheng , Na Li

引用次数: 0

Abstract

Building on self-determination theory, we investigate whether and how workplace fun activities can benefit service performance (including in-role service performance and proactive customer service performance) of the frontline service employees. We examined our model using time-lagged dyadic survey data involving 303 hotel frontline employees and supervisors. Results show that workplace fun activities positively relate to harmonious passion, which, in turn, promotes two types of service performance. In addition, we find support that collectivism, tested as an individual difference variable in this study, moderates the direct linkage between workplace fun activities and harmonious passion, as well as the indirect influences of workplace fun activities on service performance. Accordingly, several implications concerning fun at work for researchers and practitioners are offered.

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快乐员工，快乐客户：职场娱乐活动对一线员工服务绩效的影响

在自我决定理论的基础上，我们研究了工作场所娱乐活动是否以及如何有利于一线服务员工的服务绩效（包括角色内服务绩效和主动客户服务绩效）。我们使用涉及303名酒店一线员工和主管的时滞二元调查数据来检验我们的模型。结果显示，工作场所乐趣活动与和谐激情正相关，和谐激情反过来促进两类服务绩效。此外，我们发现支持集体主义作为本研究的个体差异变量，调节工作场所乐趣活动与和谐激情之间的直接联系，以及工作场所乐趣活动对服务绩效的间接影响。因此，为研究人员和从业人员提供了一些关于工作乐趣的启示。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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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.