Fostering hospitality employees’ service-oriented organizational citizen behavior through managerial coaching behavior: A multilevel mixed methods study

This study seeks to examine the links between managerial coaching behavior (MCB) and employees’ service-oriented organizational citizen behavior (service-oriented OCB), the mediating role of harmonious passion (HP) and the moderating role of growth need strength (GNS) in the hospitality sector. A mixed methods sequential explanatory design was employed, which consisted of a quantitative phase, where survey data were collected and analyzed, followed by a qualitative phase, where a specific case study was conducted. The quantitative findings revealed that MCB exerted a cross-level positive effect on service-oriented OCB, which was mediated by HP at the individual level. Moreover, the effect of MCB on HP was stronger when GNS was high and weaker when GNS was low. Furthermore, HP mediated the interaction between MCB and GNS on service-oriented OCB. The qualitative findings reported interviewees’ viewpoints and successfully explained the “why” and “how” behind the influence of MCB on service-oriented OCB, complementing and enhancing comprehension of the quantitative results. These findings suggest that hospitality organizations should promote MCB to enhance employees’ service-oriented OCB and focus on boosting HP and nurturing high level of GNS to maximize the positive impact of MCB.