Do illegitimate tasks undermine hospitality employees’ proactive customer service performance? A moderated dual-path model

IF 11.9 1区管理学 Q1 BUSINESS

Journal of Hospitality Marketing & Management Pub Date : 2022-09-19 DOI:10.1080/19368623.2023.2125474

Lijing Zhao, Phillip M. Jolly, Shuming Zhao

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引用次数: 7

Abstract

ABSTRACT As hospitality firms face labor shortages, employees are asked to perform a greater range of tasks than ever before. However, employees may view certain tasks as outside the acceptable boundaries of their role, and consider them illegitimate. Illegitimate tasks can have a range of negative outcomes, yet we still do not understand how such tasks affect hospitality employees. Drawing on the cognitive-affective processing system framework, we investigate the effects of illegitimate tasks on proactive customer service performance (PCSP) of hospitality employees. In addition, we examine the intervening roles of harmonious work passion and perceived insider status, and the buffering role of traditionality. The results of two studies, using mixed methods, show that illegitimate tasks negatively affected proactive customer service performance (PCSP), and that perceived insider status and harmonious work passion mediate this relationship. Moreover, traditionality moderated these effects. These findings offer several theoretical and practical implications.

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不正当的任务是否会损害酒店员工积极主动的客户服务绩效？一个有调节的双路径模型

摘要由于酒店公司面临劳动力短缺，员工被要求执行比以往任何时候都更广泛的任务。然而，员工可能会认为某些任务超出了他们角色的可接受范围，并认为这些任务是非法的。非法任务可能会产生一系列负面结果，但我们仍然不了解此类任务如何影响酒店员工。基于认知-情感处理系统框架，我们研究了不正当任务对酒店员工主动客户服务绩效的影响。此外，我们还考察了和谐工作激情和感知内部地位的干预作用，以及传统性的缓冲作用。采用混合方法进行的两项研究结果表明，不正当任务对主动客户服务绩效产生了负面影响，而感知的内部人地位和和谐的工作激情对这种关系起到了中介作用。此外，传统性缓和了这些影响。这些发现提供了一些理论和实践启示。

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

Journal of Hospitality Marketing & Management Multiple-

CiteScore

20.90

自引率

6.40%

发文量

期刊介绍： The Journal of Hospitality Marketing & Management serves as a peer-reviewed platform dedicated to advancing understanding, practice, and education in hospitality marketing and management. It strives to foster the development of knowledge and theory by promoting new ideas, models, approaches, and paradigms. Embracing a multifaceted approach that spans administrative disciplines, liberal arts, and social sciences, the journal disseminates knowledge through high-quality, peer-reviewed research papers, reports, and book reviews. It stands as a unique forum for the community of students, academics, and practitioners who share a common interest and commitment to the field of hospitality marketing and management.