正念如何影响员工对工作结果的态度和行为?

IF 1.2 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM

Tourism and Hospitality Management-Croatia Pub Date : 2023-01-01 DOI:10.20867/thm.29.4.3

Dr Sinto SUNARYO, Universitas Sebelas, Maret, PhD Lecturer Sarwoto, M.Sc Alifah Faidurrohmah FIBAYANI, Dr Juliani Dyah TRISNAWATI

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引用次数: 0

摘要

目的-本研究考察了正念对创造力和工作投入的影响，正念可以提高主动服务绩效和客户满意度，同时减少客户不礼貌的负面影响。调查方法/设计/方法:本次调查采用滚雪球法，共有260名酒店员工自愿参与。采用偏最小二乘(PLS)方法对收集的数据进行分析。研究结果-本研究发现，正念对员工创造力、主动服务绩效和客户满意度有积极影响。研究还发现，顾客不文明行为对工作投入的影响是主动服务绩效的先决条件，也是顾客不文明行为和主动服务绩效的中介变量。研究的独创性——本研究开发了一个综合模型，分析了正念对创造力、主动服务绩效和客户满意度的影响，并考虑了客户不礼貌对工作投入和主动服务绩效的影响

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How does mindfulness affect employee attitude and behavior toward work-related outcomes?

Purpose – This study examined the influence of mindfulness in its relationship to creativity and work engagement, which could increase proactive service performance and customer satisfaction while reducing the negative impact of customer incivility. Methodology/Design/Approach – The survey was conducted using a snowball system among 260 hotel employees who voluntarily participated. The Partial Least Square (PLS) method was used to analyse the data collected. Findings – This study found a positive impact of mindfulness on employee creativity, proactive service performance, and customer satisfaction. Customer incivility was also found to affects work engagement as a precedent of proactive service performance and as a mediating variable on customer incivility and proactive service performance. Originality of the research – This research develops a comprehensive model that analyses the influence of mindfulness on creativity, proactive service performance, and customer satisfaction, taking into account customer incivility in affecting work engagement and proactive service performance

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来源期刊

Tourism and Hospitality Management-Croatia HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

1.90

自引率

23.10%

发文量

审稿时长

15 weeks

期刊介绍： Tourism and Hospitality Management is an international, multidisciplinary, open access journal, aiming to promote and enhance research in all fields of the tourism and hospitality industry. It publishes double-blind reviewed papers and encourages an interchange between tourism and hospitality researchers, educators and managers. Editors of Tourism and Hospitality Management strongly promote research integrity and aim to prevent any type of scientific misconduct, such as: fabrication, falsification, plagiarism, redundant publication and authorship problems. All submitted manuscripts are checked using Crossref Similarity Check (iThenticate). Nurturing a scientifically based approach to research, the journal publishes original papers along with empirical research and theoretical articles that contribute to the conceptual development of tourism and hospitality management. Editors look particularly for articles about new trends, challenges and developments, as well as the application of new ideas that are likely to affect the tourism and hospitality industry. The general criteria for the acceptance of articles are: contribution to the scientific knowledge in the field of tourism and hospitality management, scientifically reliable research methodology, relevant literature review and quality of the English language.