The effect of paradoxical leadership on extra-role service in the hospitality industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Elisa Rescalvo-Martin ◽  
Leopoldo Gutierrez-Gutierrez ◽  
Francisco Javier Llorens-Montes
Keyword(s):  
Hospitality Industry ◽  
Essential Element ◽  
Structural Equations ◽  
Mediating Effect ◽  
Frontline Employees ◽  
Organizational Improvement ◽  
Content Type ◽  
Excellent Service ◽  
Service Behavior ◽  
Structural Equations Model

Purpose This study aims to examine the influence of paradoxical leadership (PLSH) on the extra-role service behavior of frontline employees. It analyzes not only direct but also indirect influence through mechanisms that improve the learning (self-improvement) and communication (voice) capabilities of hospitality employees. Design/methodology/approach Data were gathered through structured questionnaires administered to a sample of frontline employees from Spanish hotels. A structural equations model was used to evaluate the theoretical model proposed. Findings The results show both a direct positive effect of PLSH on extra-role service and a mediating effect of employees’ improvement-oriented behaviors on this relationship. These results support the idea that employees under paradoxical leaders seek both self-improvement and organizational improvement through their voice to provide guests with excellent service. Research limitations/implications The findings extend understanding of PLSH’s effects on the hospitality industry through its impact on extra-role service, an essential element of hotel success. Originality/value This study addresses the lack of research on hospitality leadership by analyzing the effects of PLSH on employees’ communication and learning behaviors, as well as on their extra-role service. The authors argue that some behaviors that help hotels compete (e.g. extra-role service) can have paradoxical implications for employees.

The influence of green HRM practices on green service behaviors: the mediating effect of green knowledge sharing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammad Rabiul Basher Rubel ◽  
Daisy Mui Hung Kee ◽  
Nadia Newaz Rimi
Keyword(s):  
Knowledge Sharing ◽  
Commercial Banking ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Automatic Process ◽  
Frontline Employees ◽  
Content Type ◽  
Service Behavior ◽  
Positive Direct

PurposeThe purpose of this study intends to examine the influence of green human resource management (GHRM) on green service behaviors through the mediating effect of green knowledge sharing based on bank employees' perceptions.Design/methodology/approachThe study analyzes 365 frontline employees' perceptions from the banking industry in Bangladesh using partial least square.FindingsThe findings show a significant positive direct influence of GHRM on green in-role, extra-role service behavior and green knowledge sharing. Green knowledge sharing is also found to have a significant mediating effect between GHRM and green service behaviors.Research limitations/implicationsThis study considers perceptions of employees of the private commercial banking organizations, and thereby, its findings cannot be generalized for all other service organizations in the context of Bangladesh.Practical implicationsThe study demonstrates that GHRM can influence employees' green service behaviors via green knowledge sharing.Originality/valueGreen banking is an emerging trend that deserves more attention. There is growing recognition that green banking is not an “automatic” process but requires that banking management promote green service behavior among their employees. This study extends the research on GHRM by focusing on how it impacts green service behavior through the mediating role of green knowledge sharing. The paper provides practical insights for organizations looking to improve green service behaviors among employees.

Frontline employees’ high-performance work practices, trust in supervisor, job-embeddedness and turnover intentions in hospitality industry

2018 ◽  
Vol 30 (3) ◽  
pp. 1436-1452 ◽  
Author(s):  
Bilal Afsar ◽  
Asad Shahjehan ◽  
Syed Imad Shah
Keyword(s):  
High Performance ◽  
Hospitality Industry ◽  
Turnover Intentions ◽  
Job Embeddedness ◽  
The Body ◽  
Mediating Effect ◽  
Work Practices ◽  
Frontline Employees ◽  
Content Type ◽  
High Performance Work Practices

Purpose The purpose of this study is to investigate the mediating effect of job embeddedness on the relationships between high-performance work practices, trust in supervisor and turnover intentions of frontline employees in the hospitality industry. Design/methodology/approach Data were collected from 343 frontline employees working in four- and five-star hotels of Thailand. Partial least squares was used for analysis because it is considered as the best method to analyze the data containing both reflective and formative indicators. Findings Results suggest that job embeddedness fully mediates the effects of high-performance work practices and trust in supervisor on turnover intentions and turnover intention positively affects the actual voluntary turnover. Practical implications The study confirms that high-performance work practices (empowerment, training and rewards) and trust in supervisor affect turnover intentions through on-the-job embeddedness. Hence, high-performance work practices embed hotel employees in their jobs, and they are unlikely to display turnover intentions. Furthermore, low level of trust in supervisor must be addressed to maintain a healthy environment where employees are able to develop their job embeddedness. Originality/value This study contributes to the body of research on the theoretical explanation of the consequences of trust in supervisor in hospitality industry, as well as to the growing body of research on turnover intentions in frontline employees.

Emotional capability: the missing link between information technology capabilities and innovation performanceCapacidad emocional: el vínculo perdido entre capacidades de tecnologías de la información y desempeño innovadorCapacidade emocional: O elo perdido entre as capacidades das tecnologias da informação e o desempenho inovador

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
José Arias-Pérez ◽  
Joaquin Alegre ◽  
Cristina Villar
Keyword(s):  
Information Technology ◽  
Information Processing ◽  
Statistical Significance ◽  
Organizational Factors ◽  
Structural Equations ◽  
Mediating Effect ◽  
It Services ◽  
It Use ◽  
Content Type ◽  
Strategic Market

Purpose There has been a great interest in the literature in understanding the incidence of information technology capabilities (ITC) on innovation performance (IP). Recently, it has been proven that this relationship is mediated by organizational factors requiring an additional effort in terms of information processing in a rational and analytical manner, including strategic market orientation and absorptive capacity; however, the role of emotions in this discussion has not been widely addressed. A scenario in which emotions are inhibited, in particular, emotional capability (EC), prevents the activation of other forms of cognition relating to intuition, experience and empathy. Therefore, the purpose of this paper is to analyze the mediating effect of EC on the relationship between ITC and IP. Design/methodology/approach The authors analyzed the statistical significance of the indirect effects through structural equations. Findings The results show the existence of partial mediation of EC. Therefore, it is evidenced that less rational constructs, such as EC, serve as a bridge between ITC and IP, on account of the improvement in information processing, the level of information technology (IT) use and virtual communication. Originality/value This finding is quite significant because it forces innovation researchers and practitioners to reconsider the prevailing study perspective that explores only analytical mediators, which implies an additional effort in terms of rational processing of information. All this because there is a risk of accentuating the cognitive overload and increasing the levels of stress that lead employees to stop receiving and using information provided by IT services, which compromises the possibility of obtaining better results in innovation.

Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Behrooz Ghlichlee ◽  
Fatima Bayat
Keyword(s):  
Business Performance ◽  
Banking Sector ◽  
Retail Banking ◽  
Mediating Effect ◽  
Business Trend ◽  
Frontline Employees ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship

Purpose Within the retail banking sector, the customer-centric business model has become an important and new business trend in recent years. The enhancement of the frontline service employees’ engagement and their customer-oriented behaviors are among the key factors affecting business performance (BP) in this sector of the banking industry. The purpose of this paper is to improve management decisions to enhance BP through examining the relationship between the frontline employees’ engagement and BP while taking into account the mediating effect of customer-oriented behaviors on this relationship. Design/methodology/approach A quantitative approach was adopted to conduct the present study, and the respondents were sampled from a large commercial bank in Iran using a structured questionnaire. Overall, 50 branch managers and 90 frontline employees were selected using random sampling. A confirmatory factor analysis was conducted to ascertain the validity and reliability of the observed items and a structural equation model was used for testing the proposed hypotheses and research framework. Findings The findings showed that customer-oriented behaviors mediated the relationship between the frontline employees’ engagement and bank’s branches’ BP. Higher levels of the frontline employees’ engagement enhance the customer-oriented behaviors. It was revealed that the frontline employees are engaged in their job and organization. Moreover, the engaged frontline employees listen carefully to customers, the customer’s problem is important to them and they complete their tasks precisely for customers. It has been confirmed that customer-oriented behaviors enhance branches’ BP. The bank frontline employees’ engagement and customer-oriented behaviors, in turn, affected the bank’s branches’ financial performance, process performance and employee performance compared with the bank’s key competitors. Research limitations/implications This study highlights the value of empirically establishing how employee customer-oriented behaviors are affected by employee engagement as an integrative construct bringing together BP. Practical implications This study can help improve BP by increasing the frontline employees’ engagement and their customer-oriented behaviors. This study suggests that organizations using the findings of this study could effectively assess their frontline employees’ engagement and their customer-oriented behaviors and then plan for improving them. Social implications This study offers a customer-oriented initiative as a social responsibility to be considered by retail banks. In light of the social exchange theory, the banks valuing customer-oriented can provide employees with knowledge, skills, values and support to develop motivation and abilities to demonstrate customer-oriented organizational citizenship behaviors. Originality/value Previous studies demonstrated that the employees’ engagement affects their customer-oriented behaviors. In addition, studies have referred to the effect of employees’ customer-oriented behaviors on BP. However, to the best of the knowledge, key questions regarding how the employees’ engagement at the branch level fosters customer-oriented behaviors and, in turn, the bank’s branches’ BP, remain unanswered. Hence, this study contributes to the investigation of the mediating role of the frontline employees’ customer-oriented behaviors in the relationship between their engagement and branches’ BP in the retail banking sector.

Enhancing the creativity of frontline employees

2018 ◽  
Vol 29 (1) ◽  
pp. 387-408 ◽  
Author(s):  
Shih Ping Jeng
Keyword(s):  
Customer Orientation ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Job Complexity ◽  
Employee Creativity ◽  
Logistics Industry ◽  
Content Type ◽  
Resource Perspective ◽  
The Impact

Purpose Logistics companies need creative employees to enhance supply chain resiliency and differentiate service. The purpose of this paper is to adopt a job-resource perspective to investigate the antecedents of frontline employee creativity in the logistics industry and how the impact of such antecedents may differ between different types of logistics companies. Design/methodology/approach This study used a sample of 226 frontline employees of logistics companies. Structural equation modeling was used to test the model. Findings The results indicate that job complexity (the extent to which a job is multifaceted) increases customer orientation, customer orientation increases employee creativity, and job complexity increases logistics employee creativity. The mediating effect of customer orientation is stronger for logistics companies that provide a variety of logistics services than for carriers that provide standardized services. Originality/value This study is the first to investigate logistics employee creativity and its antecedents. By providing a job-resource perspective, this study provides a novel perspective on why job complexity increases creativity through customer orientation. The findings provide information for logistics companies in terms of job design and resource allocation.

Tax avoidance: do board gender diversity and sustainability performance make a difference?

2020 ◽  
Vol 27 (4) ◽  
pp. 1389-1408
Author(s):  
Anis Jarboui ◽  
Maali Kachouri Ben Saad ◽  
Rakia Riguen
Keyword(s):  
Gender Diversity ◽  
Tax Avoidance ◽  
Sustainability Reporting ◽  
Structural Equations ◽  
Mediating Effect ◽  
Content Type ◽  
Sustainability Performance ◽  
Academic Researchers ◽  
Board Gender Diversity ◽  
The Uk

Purpose This study aims to investigate whether board gender diversity and sustainability performance influence tax avoidance. Design/methodology/approach The study is based on a sample consisting of 300 UK firms over the 2005-2017 period. This study is motivated by structural equations and system models that specify both a direct and an indirect link between board gender diversity and tax avoidance. Findings The results show that the level of tax avoidance decrease when the level of women on the board increase. Therefore, we find that sustainability performance is generally associated with greater tax avoidance. In combination, the results suggest that board gender diversity and sustainability performance play a significant role in corporate tax avoidance. Practical implications The findings may be of interest to the academic researchers, investors and regulators. For academic researchers, it is interested in discovering board gender diversity, sustainability performance and tax avoidance. For investors, the results show that the existence of female directors on the board reduces the tax avoidance. For regulators, the results advise the worldwide policy makers to give the importance of female roles to improve the engagement firms in sustainability reporting. Originality/value This study extends the existing literature by examining the mediating effect of sustainability performance on the relationship between board gender and tax avoidance in the UK context.

The relationship between customer orientation, emotional labour and job burnout

2017 ◽  
Vol 8 (2) ◽  
pp. 54-76 ◽  
Author(s):  
Xue Wu ◽  
An-Jin Shie
Keyword(s):  
Emotional Intelligence ◽  
Hospitality Industry ◽  
Hospitality Management ◽  
Job Burnout ◽  
Three Dimensions ◽  
Frontline Employees ◽  
Content Type ◽  
Emotional Labour ◽  
The Relationship ◽  
Selection Of

Purpose Drawing on the conservation of resources theory, this study aims to apply the emotional labour concept to illustrate about the relationship between customer orientation (CO) and job burnout, further demonstrating how the relationship is established in the hospitality industry. This study intends to find that emotional intelligence moderates the relationship between CO and emotional labour. Design/methodology/approach The study uses descriptive statistical analysis and reliability analysis. Then, the study uses confirmatory factor analyses to ensure the model fit and discriminant validity of the measures. Finally, the hypothesised relationship model is tested and analysed via regression analysis. Findings The study finds three dimensions of emotional labour all partially mediated the relationship between CO and job burnout. Meanwhile, the study finds that emotional intelligence would moderate the relationship between CO and three dimensions of emotional labour. Research limitations/implications First, the respondents in this study come from five-star hotels in Beijing, China. As the results of this study are based on a sample of Chinese five-star hotel employees, the selection of a single service setting and a single country may raise concerns for the issue of generalisability. Thus, the findings of this study may not generalise to other hospitality contexts, other cultures or other times; research in other settings, geographical areas or times might yield different results. Practical implications High employee job burnout is a thorny problem in the hospitality industry, so it is a great challenge for hospitality management to solve high employee job burnout. As a personality resource, CO will decrease job burnout. Emotional labour is a common issue in hospitality. The study intends to explore the lived experiences of the frontline employees in hospitality industry to explain the role of CO directives on employee job burnout in an emotional labour perspective. The results give suggestions for the hospitality management. Social implications After reviewing of relevant literature, two research gaps are found. First, despite the amount of research showing a negative relationship between CO and job burnout, remarkably little is known about how these relationships are established. Second, a more important gap lies in overlooking the emotional nature of hospitality service work. The results of the study can fill the theoretical gap. Originality/value First, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should teach and train the employees about the proper control of emotional labour. Third, the recruitment and selection of frontline employees should incorporate an assessment of the level of emotional intelligence; meanwhile, it is necessary to strengthen the emotional intelligence training.

scholarly journals The role of mediating effect of emotional intelligence on the relationship between job satisfaction and job preferences

2021 ◽  
Author(s):  
Amene MOAZEDIAN ◽  
Zahra PEZESHKI ◽  
Elahe KAZEMI
Keyword(s):  
Job Satisfaction ◽  
Medical Education ◽  
Emotional Intelligence ◽  
Structural Equations ◽  
Mediating Effect ◽  
Ministry Of Health ◽  
Cross Sectional ◽  
Intermediate Variable ◽  
Job Preferences ◽  
Structural Equations Model

Introductin: A large portion of a person’s days is spent at work. Job satisfaction has an important role in deliverables quality and goal achieved. Job satisfaction affects job interest and emotional intelligence so that, a study was conducted in 2018 in the Ministry of Health and Medical Education to determine the mediating effect of emotional intelligence on the structural relationship between job satisfaction and job interest among 253 Ministry of Health and Medical Education experts. Method: Evaluation was based on the Amabile’s, two-factor Herzberg’s and Golman’s theories using the Amabile work preference, Danet job satisfaction, and sharing emotional intelligence questionnaires. Research was conducted by available sampling method. The research was a cross-sectional and descriptive and correlational. In order to test the hypotheses, the path analysis method in the structural equations model in AMOS software was used. The Sobel test was used to examine the mediating effect of emotional intelligence as intermediate variable. Results: The results indicated that there was a significant and positive relationship between intrinsic and extrinsic motivations of job preferences, emotional intelligence, and job satisfaction based on the direct effect coefficient. Conclusion: In conclusion, the direct and indirect effects of the mediation variable and predicted variable shows that emotional intelligence has the most effects on job satisfaction and, the internal instinct is in the second place. Based on the study, emotional intelligence is a mediation variable between job preferences and job satisfaction.

Strategic positioning, differentiation and performance of Brazilian wineries

2019 ◽  
Vol 32 (2) ◽  
pp. 219-246
Author(s):  
Cristiano Pinto Klinger ◽  
Elvis Silveira-Martins ◽  
Gabriela Jurak de Castro ◽  
Carlos Ricardo Rossetto
Keyword(s):  
Positive Association ◽  
Structural Equations ◽  
Strategic Orientation ◽  
Wine Industry ◽  
Multivariate Statistical ◽  
Content Type ◽  
Scientific Debate ◽  
Two Factors ◽  
And Performance ◽  
Structural Equations Model

Purpose The purpose of this study is to verify whether managers’ strategic orientation influences decision-making related to differentiation and whether these two factors impact on the performance of the firms in the Brazilian wine industry. Design/methodology/approach A survey was conducted with representatives from 123 wineries located in the following Brazilian states: 78.86 per cent in Rio Grande do Sul; 13.01 per cent in Santa Catarina; 2.44 per cent in Paraná; 2.44 per cent in São Paulo; 1.63 per cent in Bahia; and 1.63 per cent in Pernambuco. The data were analyzed using multivariate statistical techniques, resulting in a structural equations model of the constructs. Findings The research findings show that there is a positive association between prospector orientation and differentiation. Analyst positioning was negatively associated with differentiation of winery companies. It was also possible to show that differentiation has a positive relationship with performance. Originality/value While a previous study attempted to identify wineries’ strategic orientation using other theoretical constructs, this study makes a contribution to consolidating reflections on strategic orientation focused on differentiation and performance. The results contribute to expanding the scientific debate by filling a gap in existing theory and also provide information of use to decision-makers, demonstrating, which approaches improve differentiation, and hence, performance.

Employee perceptions of wellness programs in the hospitality industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Susan Varga ◽  
Trishna G. Mistry ◽  
Faizan Ali ◽  
Cihan Cobanoglu
Keyword(s):  
Organizational Support ◽  
Hospitality Industry ◽  
Wellness Programs ◽  
Employee Perceptions ◽  
Mediating Effect ◽  
Amazon Mechanical Turk ◽  
Equation Modeling ◽  
Employee Wellness ◽  
Content Type ◽  
Employee Wellness Programs

Purpose This study aims to examine the impacts of employee wellness programs on employee and organizational outcomes in the hospitality industry. Design/methodology/approach A survey was distributed on Amazon Mechanical Turk, targeting hospitality employees who have access to employee wellness programs. Descriptive statistics, confirmatory factor analysis and structural equation modeling techniques were used. Findings Employee perceptions of wellness programs significantly impacted turnover intention, job stress (JS) and perceived organizational support (POS). POS had a significant mediating effect between employee perceptions of wellness programs and JS. Employee perceptions of wellness programs did not have a significant effect on emotional labor. Originality/value Employee wellness programs are often recommended to human resource managers, but there is little empirical evidence of their effects, particularly for hospitality industry employees. This study investigates the actual employee outcomes of employer-sponsored wellness programs.

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