Frontline hotel employees’ job crafting: Scale development

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

International Journal of Hospitality Management Pub Date : 2025-06-04 DOI:10.1016/j.ijhm.2025.104295

Xinyuan Zhang , Yanling Wang , Feng Li , Yuanyuan Li , Xiangju Meng

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引用次数: 0

Abstract

As an employee-initiated proactive behavior where they adjust their job boundaries, job crafting significantly influences organizations’ service quality, customer loyalty, and employee satisfaction in the hospitality industry. This study grounded in the frequent interactions between frontline hotel employees and customers, positing that the job crafting undertaken by these employees differs from that of traditional administrative and productive employees. As a result, a job crafting scale specifically tailored to frontline hotel employees has been developed in this study, aptly named frontline hotel employees’ job crafting scale (FHLE's JCS). This scale comprises 18 items which were carefully organized into three distinct dimensions: relational crafting, cognitive crafting, and task crafting. The three dimensions each underscore specific aspects of frontline hotel employees' job characteristics: enhancing customer relationships, acknowledging the value of service work, and enhancing customer service skills. In aggregate, this research forges a fresh avenue for advancing the refinement of job crafting studies.

查看原文本刊更多论文

酒店一线员工的岗位塑造：规模化发展

作为一种员工主动主动的行为，他们调整自己的工作界限，工作制作显著影响组织的服务质量，客户忠诚度和员工满意度在酒店业。这项研究基于酒店一线员工与顾客之间频繁的互动，假设这些员工所承担的工作制作不同于传统的行政和生产性员工。因此，本研究开发了一份专门针对酒店一线员工的工作制作量表，并将其命名为酒店一线员工工作制作量表（FHLE’s JCS）。这个量表包括18个项目，它们被精心组织成三个不同的维度：关系制作、认知制作和任务制作。这三个维度分别强调了酒店一线员工工作特征的具体方面：加强客户关系，认可服务工作的价值，提高客户服务技能。总的来说，这项研究为推进工作制作研究的细化开辟了一条新的途径。

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.