A multilevel moderated mediation model of developmental human resource management practices in the hotel industry

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

International Journal of Hospitality Management Pub Date : 2025-07-12 DOI:10.1016/j.ijhm.2025.104354

Muhammad Usman , Osman M. Karatepe , Muhammad Waheed Akhtar

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引用次数: 0

Abstract

Using social information processing theory, our paper develops and tests a multilevel moderated mediation model that investigates the interrelationships of developmental human resource management (DHRM), affective organizational commitment (AOC), loyal boosterism, proactive customer service performance (PCSP), and leader conscientiousness. Data came from hotel frontlines employees (FLEs) and their supervisors in Morocco. The results from structural equation modeling suggest that all hypotheses were corroborated. As hypothesized, DHRM practices fostered FLEs’ loyal boosterism and PCSP. As expected, AOC partly mediated the impacts of DHRM practices on loyal boosterism and PCSP. Consonant with the study hypotheses, leader conscientiousness strengthened the positive influences of DHRM practices on AOC, while it moderated the effects of DHRM practices on loyalt boosterism and PSCP via AOC. These results ensure significant insights for boosting DHRM practices and their outcomes to reach customer satisfaction and retention. These results also ensure significant implications for theory and offer future research directions.

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酒店行业发展性人力资源管理实践的多层次调节中介模型

本文运用社会信息加工理论，构建并检验了发展性人力资源管理（DHRM）、情感性组织承诺（AOC）、忠诚提升主义、主动客户服务绩效（PCSP）和领导责任心之间的多层次调节中介模型。数据来自摩洛哥的酒店一线员工及其主管。结构方程模型的结果表明，所有假设都得到了证实。正如假设的那样，dhm实践培养了员工的忠诚支持者和PCSP。正如预期的那样，AOC部分介导了DHRM实践对忠诚支持和PCSP的影响。与研究假设一致的是，领导尽责性强化了上司管理实践对员工敬业度的正向影响，并通过员工敬业度调节了上司管理实践对员工忠诚提升和员工PSCP的影响。这些结果确保了对促进DHRM实践及其结果的重要见解，以达到客户满意度和保留率。这些结果也保证了重要的理论意义和未来的研究方向。

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.