Antecedents of proactive customer service performance in hospitality: a meta-analysis

IF 11.9 1区 管理学 Q1 BUSINESS
Zhen Yan, Zuraina Dato Mansor, W. Choo
{"title":"Antecedents of proactive customer service performance in hospitality: a meta-analysis","authors":"Zhen Yan, Zuraina Dato Mansor, W. Choo","doi":"10.1080/19368623.2023.2184896","DOIUrl":null,"url":null,"abstract":"ABSTRACT As an emerging construct, proactive customer service performance (PCSP) has been largely explored in recent years. However, previous research focusing on PCSP has been fragmented, each investigating the associations between a single or few selected antecedents and PCSP in the hospitality industry. The present study aims to meta-analytically examine the direction and magnitude of effect sizes of the relationships between PCSP and its main antecedents as well as the moderating effect of national culture in the hospitality context. A quantitative meta-analysis was conducted to test the hypotheses based on 17 antecedents and 42 independent studies (N=13,333). The antecedents of PCSP can be categorized into job attitudes, job strain, leader behaviors, performance, family context factor, workplace factors, positive psychological states, emotional labor and individual determinants. The results demonstrated that empowering leadership had the strongest impact on PCSP, followed by mindfulness and thriving at work. The results also indicated that national culture was a key moderator in the analysis. To the authors’ knowledge, this is the first meta-analysis to collect, synthesize and analyze the theoretical links between PCSP and its antecedents and moderator has also been verified. What’s more, this study has discussed future research directions for PCSP in hospitality. 作为一种新兴的构念, 主动性顾客服务绩效 (PCSP) 近年来得到了广泛的研究。然而, 以往对PCSP的研究一直是碎片化的, 每一项研究都调查了酒店业中单个或几个选定的前因变量与PCSP之间的关联。本研究旨在用元分析的方法检验酒店业背景下的PCSP与其主要前因变量之间关系的效应量的方向和大小, 以及国家文化的调节作用。基于17个前因变量和42项独立研究 (N=13333), 本文进行了定量元分析以检验假设。PCSP的前因变量可分为工作态度、工作压力、领导行为、绩效、家庭背景因素、工作场所因素、积极心理状态、情绪劳动和个人因素。 结果表明, 授权领导力对PCSP的影响最大, 其次是正念和工作繁荣。 结果还表明, 国家文化是重要的调节变量。 据作者所知, 这是第一个收集、综合和分析PCSP与其前因变量之间理论联系的元分析。此外, 本研究还探讨了PCSP在酒店业的未来研究方向。","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":11.9000,"publicationDate":"2023-03-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"3","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Hospitality Marketing & Management","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1080/19368623.2023.2184896","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 3

Abstract

ABSTRACT As an emerging construct, proactive customer service performance (PCSP) has been largely explored in recent years. However, previous research focusing on PCSP has been fragmented, each investigating the associations between a single or few selected antecedents and PCSP in the hospitality industry. The present study aims to meta-analytically examine the direction and magnitude of effect sizes of the relationships between PCSP and its main antecedents as well as the moderating effect of national culture in the hospitality context. A quantitative meta-analysis was conducted to test the hypotheses based on 17 antecedents and 42 independent studies (N=13,333). The antecedents of PCSP can be categorized into job attitudes, job strain, leader behaviors, performance, family context factor, workplace factors, positive psychological states, emotional labor and individual determinants. The results demonstrated that empowering leadership had the strongest impact on PCSP, followed by mindfulness and thriving at work. The results also indicated that national culture was a key moderator in the analysis. To the authors’ knowledge, this is the first meta-analysis to collect, synthesize and analyze the theoretical links between PCSP and its antecedents and moderator has also been verified. What’s more, this study has discussed future research directions for PCSP in hospitality. 作为一种新兴的构念, 主动性顾客服务绩效 (PCSP) 近年来得到了广泛的研究。然而, 以往对PCSP的研究一直是碎片化的, 每一项研究都调查了酒店业中单个或几个选定的前因变量与PCSP之间的关联。本研究旨在用元分析的方法检验酒店业背景下的PCSP与其主要前因变量之间关系的效应量的方向和大小, 以及国家文化的调节作用。基于17个前因变量和42项独立研究 (N=13333), 本文进行了定量元分析以检验假设。PCSP的前因变量可分为工作态度、工作压力、领导行为、绩效、家庭背景因素、工作场所因素、积极心理状态、情绪劳动和个人因素。 结果表明, 授权领导力对PCSP的影响最大, 其次是正念和工作繁荣。 结果还表明, 国家文化是重要的调节变量。 据作者所知, 这是第一个收集、综合和分析PCSP与其前因变量之间理论联系的元分析。此外, 本研究还探讨了PCSP在酒店业的未来研究方向。
酒店主动客户服务绩效的前因:一项荟萃分析
作为一个新兴的概念,主动客户服务绩效(PCSP)近年来得到了大量的研究。然而,之前针对PCSP的研究是零散的,每一项研究都是调查酒店业中单个或几个选定的前因与PCSP之间的关系。本研究旨在运用元分析的方法,检验待客环境中PCSP与其主要前词之间的关系的方向和效应量,以及民族文化的调节作用。基于17个前因和42个独立研究(N=13,333),采用定量荟萃分析对假设进行检验。PCSP的前因可分为工作态度、工作压力、领导行为、绩效、家庭环境因素、工作场所因素、积极心理状态、情绪劳动和个体决定因素。结果表明,授权型领导对PCSP的影响最大,其次是正念和工作表现。结果还表明,民族文化在分析中起着关键的调节作用。据作者所知,这是第一次收集、综合和分析PCSP与其前因变量之间的理论联系的元分析,并且也得到了验证。此外,本研究还探讨了PCSP在酒店业的未来研究方向。(1)、(1)、(1)、(2)、(2)、(3)、(3)、(3)、(3)、(3)然而,以往对PCSP的研究一直是碎片化的,每一项研究都调查了酒店业中单个或几个选定的前因变量与PCSP之间的关联。本研究旨在用元分析的方法检验酒店业背景下的PCSP与其主要前因变量之间关系的效应量的方向和大小,以及国家文化的调节作用。(n =13333),(英文),(英文)PCSP的前因变量可分为工作态度,工作压力,领导行为,绩效,家庭背景因素,工作场所因素,积极心理状态,情绪劳动和个人因素。“”“”“”“”“”“”“”结果还表明, 国家文化是重要的调节变量。 “”、“”、“”、“”、“”、“”“”“”“”“”“”
本文章由计算机程序翻译,如有差异,请以英文原文为准。
求助全文
约1分钟内获得全文 求助全文
来源期刊
CiteScore
20.90
自引率
6.40%
发文量
33
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.
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信