Will aesthetic sensitivity and healthy perfectionism fit enhance service quality? The moderating effect of organizational aesthetics

IF 5.5 Q1 MANAGEMENT

Asia Pacific Management Review Pub Date : 2023-07-10 DOI:10.1016/j.apmrv.2023.06.005

Huo-Tsan Chang , Yu-Jia Chou , Min-Chih Miao , Jia-Wen Liou , Zi-Ying Mao

{"title":"Will aesthetic sensitivity and healthy perfectionism fit enhance service quality? The moderating effect of organizational aesthetics","authors":"Huo-Tsan Chang , Yu-Jia Chou , Min-Chih Miao , Jia-Wen Liou , Zi-Ying Mao","doi":"10.1016/j.apmrv.2023.06.005","DOIUrl":null,"url":null,"abstract":"<div><p>At present, the dominant aesthetic of consumer culture has become a universal standard for design. In the hotel industry, frontline service providers play a key role in incorporating and conveying aesthetic values when providing service. Based on aesthetic theories and the perspective of supplementary fit, the current study investigates the role of the fit between aesthetic sensitivity and the healthy perfectionism of frontline service providers in the enhancement of service quality. We employ organizational aesthetics as our moderator. A total of 296 valid questionnaire sets were collected, representing a valid return ratio of 70%. The results of the hierarchical regression analyses indicated that the path from aesthetic sensitivity and healthy perfectionism to service quality indicated a positive relationship (β = 0.23, p < .01); and the interaction between organizational aesthetics and aesthetic sensitivity and healthy perfectionism fit exhibited a positive correlation with service quality (β = 0.17, p < .01). (1) the aesthetic sensitivity and healthy perfectionism fit is positively related to service quality; (2) high levels of organizational aesthetics among frontline service providers strengthen the positive correlation between aesthetic sensitivity and healthy perfectionism fit and service quality; and (3) low levels of organizational aesthetics among frontline service providers weaken the positive correlation between aesthetic sensitivity and healthy perfectionism fit and service quality. This study contributes to theory and practice with respect to the hotel industry.</p></div>","PeriodicalId":46001,"journal":{"name":"Asia Pacific Management Review","volume":"29 1","pages":"Pages 76-83"},"PeriodicalIF":5.5000,"publicationDate":"2023-07-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S102931322300060X/pdfft?md5=75a6cc97feeebd3c34f71b0308f223e9&pid=1-s2.0-S102931322300060X-main.pdf","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Asia Pacific Management Review","FirstCategoryId":"1085","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S102931322300060X","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"MANAGEMENT","Score":null,"Total":0}

引用次数: 0

Abstract

At present, the dominant aesthetic of consumer culture has become a universal standard for design. In the hotel industry, frontline service providers play a key role in incorporating and conveying aesthetic values when providing service. Based on aesthetic theories and the perspective of supplementary fit, the current study investigates the role of the fit between aesthetic sensitivity and the healthy perfectionism of frontline service providers in the enhancement of service quality. We employ organizational aesthetics as our moderator. A total of 296 valid questionnaire sets were collected, representing a valid return ratio of 70%. The results of the hierarchical regression analyses indicated that the path from aesthetic sensitivity and healthy perfectionism to service quality indicated a positive relationship (β = 0.23, p < .01); and the interaction between organizational aesthetics and aesthetic sensitivity and healthy perfectionism fit exhibited a positive correlation with service quality (β = 0.17, p < .01). (1) the aesthetic sensitivity and healthy perfectionism fit is positively related to service quality; (2) high levels of organizational aesthetics among frontline service providers strengthen the positive correlation between aesthetic sensitivity and healthy perfectionism fit and service quality; and (3) low levels of organizational aesthetics among frontline service providers weaken the positive correlation between aesthetic sensitivity and healthy perfectionism fit and service quality. This study contributes to theory and practice with respect to the hotel industry.

查看原文本刊更多论文

审美敏感性和健康的完美主义契合是否会提高服务质量?组织美学的调节作用

目前，消费文化的主流审美已成为设计的普遍标准。在酒店业，一线服务人员在提供服务时，在融入和传递审美价值方面扮演着关键角色。本研究基于美学理论和补充契合的视角，探讨一线服务提供者的审美敏感性与健康完美主义之间的契合在提升服务质量中的作用。我们将组织美学作为调节因素。我们共收集到 296 份有效问卷，有效回收率为 70%。分层回归分析结果表明，审美敏感性和健康完美主义与服务质量的路径呈正相关（β = 0.23，p < .01）；组织美学与审美敏感性和健康完美主义契合度的交互作用与服务质量呈正相关（β = 0.17，p < .01）。(研究结果表明：（1）审美敏感度和健康完美主义契合度与服务质量呈正相关；（2）一线服务提供者的组织审美水平高，审美敏感度和健康完美主义契合度与服务质量的正相关性增强；（3）一线服务提供者的组织审美水平低，审美敏感度和健康完美主义契合度与服务质量的正相关性减弱。本研究有助于酒店业的理论和实践。

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

Asia Pacific Management Review MANAGEMENT-

CiteScore

8.00

自引率

4.50%

发文量

期刊介绍： Asia Pacific Management Review (APMR), peer-reviewed and published quarterly, pursues to publish original and high quality research articles and notes that contribute to build empirical and theoretical understanding for concerning strategy and management aspects in business and activities. Meanwhile, we also seek to publish short communications and opinions addressing issues of current concern to managers in regards to within and between the Asia-Pacific region. The covered domains but not limited to, such as accounting, finance, marketing, decision analysis and operation management, human resource management, information management, international business management, logistic and supply chain management, quantitative and research methods, strategic and business management, and tourism management, are suitable for publication in the APMR.