顾客完美主义：一线员工服务创新的催化剂还是障碍？

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

International Journal of Hospitality Management Pub Date : 2025-05-10 DOI:10.1016/j.ijhm.2025.104261

Jian Zhou , Yun Zhang , Feng Zeng Xu

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引用次数: 0

摘要

本研究透过自我调节与调节焦点理论，探讨顾客完美主义对一线员工服务创新的双重影响。采用实验和多波现场调查相结合的方法，我们研究了客户完美主义如何影响一线员工的服务创新。结果表明，顾客完美主义通过增加工作制作来促进服务创新，但也通过工作回避来阻碍服务创新。客户完美主义对创新的正向影响通过工作制作来调节，而客户完美主义对创新的负向影响通过工作退缩来调节。此外，员工的促销监管焦点强化了工作制作的正向中介效应。这些发现为寻求平衡高客户期望与员工福利和创新的酒店提供了可操作的见解，并提供了切实可行的策略来营造支持性和创新性的工作环境。

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Customer perfectionism: Catalyst or obstacle to service innovation of frontline employees?

This study explores the dual impact of customer perfectionism on service innovation among frontline employees through the lens of self-regulatory and regulatory focus theories. Using a combination of experimental and multi-wave field survey methodologies, we examined how customer perfectionism influences frontline employee service innovation. The results indicate that customer perfectionism enhances service innovation through increased job crafting but also hinders it through job withdrawal. Job crafting mediates the positive effects of customer perfectionism on innovation, while job withdrawal mediates the negative effects. Furthermore, a promotional regulatory focus among employees strengthens the positive mediation effect of job crafting. These findings provide actionable insights for hotels seeking to balance high customer expectations with employee well-being and innovation, offering practical strategies to foster a supportive and innovative work environment.

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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.