Customer incivility and employee work engagement in the hospitality industry: roles of supervisor positive gossip and workplace friendship prevalence

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fabian Onyekachi Ugwu ◽  
Ernest Ike Onyishi ◽  
Okechukwu O. Anozie ◽  
Lawrence Ejike Ugwu
Keyword(s):  
Work Engagement ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Negative Impact ◽  
Equation Modeling ◽  
Work Behaviors ◽  
Content Type ◽  
Workplace Friendship ◽  
Time Lagged ◽  
The Impact

PurposeIn this paper, the impact of customer incivility on work engagement was investigated. The authors also explored whether supervisor positive gossip and workplace friendship prevalence moderated the impact of customer incivility on work engagement in the Nigerian context.Design/methodology/approachThe authors used a time-lagged design to collect data from 258 frontline casual dining restaurant employees across city centers in South-eastern Nigeria who completed Time 1 and Time 2 paper surveys after a one-month interval.FindingsStructural equation modeling (SEM) revealed that while customer incivility was negatively lx`inked to work engagement, supervisor positive gossip and workplace friendship prevalence were positively linked to work engagement. It was also found that both supervisor positive gossip and workplace friendship prevalence moderated the negative connection between customer incivility and work engagement.Practical implicationsOne proactive way to forestall the negative impact of customer incivility on work engagement is for managers to devise approaches to decrease the impact of uncivil customer behaviors, such as developing an atmosphere that engenders friendship and speaking positively to subordinates about other employees' work behaviors.Originality/valueAlthough increased scholarly attention has been paid to workplace incivility, customer incivility has not been sufficiently addressed. Earlier research on workplace gossip is influenced by the widely-held belief that gossip is often negative, with far less attention given to the sunny side of gossip. This study is one of the earliest efforts to examine the moderating roles of supervisor positive gossip and workplace friendship prevalence in the negative link between customer incivility and work engagement in the hospitality industry.

Informal learning, work engagement and their effects on work-family enrichment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mansi Rastogi ◽  
Osman M. Karatepe
Keyword(s):  
Informal Learning ◽  
Work Engagement ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Hotel Employees ◽  
Work Family ◽  
The Impact ◽  
Work Family Enrichment ◽  
Family Enrichment

PurposeDrawing from work-family enrichment (WFE) model and path-goal theory of motivation, this paper proposes and tests work engagement (WE) as a mediator between informal learning and WFE.Design/methodology/approachQuestionnaires measuring informal learning, WE and WFE were filled out by 290 hotel employees in India. The abovementioned linkages were tested via structural equation modeling.FindingsThe findings suggest that hotel employees' informal learning fosters their WE and WFE. The findings also reveal that WE partly mediates the impact of informal learning on WFE.Originality/valueMost of employees' learning efforts in the workplace emerge from informal learning. However, there is still limited information whether employees' informal learning activates their WE, which is a timely and significant topic. Importantly, there is a paucity of evidence appertaining to the effect of informal learning on WFE, which is underrepresented in the current literature. Evidence about the mechanism linking informal learning to WFE is also sparse.

scholarly journals Complexity and the triple bottom line: an information-processing perspective

2017 ◽  
Vol 37 (9) ◽  
pp. 1142-1163 ◽  
Author(s):  
Frank Wiengarten ◽  
Muhammad Usman Ahmed ◽  
Annachiara Longoni ◽  
Mark Pagell ◽  
Brian Fynes
Keyword(s):  
Information Processing ◽  
Financial Performance ◽  
Structural Equation ◽  
Negative Impact ◽  
Triple Bottom Line ◽  
Structural Equations ◽  
Equation Modeling ◽  
Bottom Line ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to empirically investigate the impact of complexity on the triple bottom line by applying information-processing theory. Specifically, the paper assesses the impact of internal manufacturing complexity on environmental, social, and financial performance. Furthermore, the paper assesses the moderating role of connectivity and shared schema in reducing the potential negative impact of complexity on performance. Design/methodology/approach Multi-country survey data collected through the Global Manufacturing Research Group were utilized to test the hypotheses. The authors used structural equation modeling to test the measurement and initial structural model. Furthermore, to test the proposed moderating hypotheses, the authors applied the latent moderated structural equations approach. Findings The results indicate that while complexity has a negative impact on environmental and social performance, it does not significantly affect financial performance. Furthermore, this negative impact can be reduced, to some extent, through connectivity; however, shared schema does not significantly impact on the complexity-performance relationship. Originality/value This study presents a comprehensive analysis of the impact of complexity on sustainability. Furthermore, it provides managerial applications as it proposes specific tools to deal with the potential negative influences of complexity.

The impact of brand associations on brand loyalty in the football industry

2016 ◽  
Vol 6 (5) ◽  
pp. 499-519 ◽  
Author(s):  
Daniel Maderer ◽  
Dirk Holtbruegge ◽  
Rachel Woodland
Keyword(s):  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Management ◽  
Negative Impact ◽  
Equation Modeling ◽  
Brand Associations ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
The Usa ◽  
The Impact

Purpose The purpose of this paper is to explore the impact of brand associations on brand loyalty of fans toward professional football clubs in developed and emerging football markets (EFM). In particular, the following research questions are answered: how important are different determinants of brand associations for fans from developed football markets (DFM) and EFM? Are there any major differences in the importance of different brand associations and their influence on brand loyalty between fans from DFM and EFM? Design/methodology/approach Based on the customer-based brand equity framework the impact of brand associations on brand loyalty is tested with a sample of 3,587 fans from DFM – Germany, England, Spain, Italy, and France (2,032) – as well as fans from EFM – Brazil, Russia, India, China, and the USA (1,555). Findings Structural equation modeling is applied and shows a negative impact of brand attributes on attitudinal loyalty, whereas brand benefits positively impact attitudinal loyalty. Furthermore, significant differences between fans from developed and EFM are revealed. Implications for the management of football teams and for research on brand management are derived. Originality/value This study extends the work of Gladden and Funk (2001) by expanding the model used to assess brand loyalty and analyzes it empirically in different football markets. When looking to foster attitudinal loyalty, marketers should concentrate on benefit associations instead of attribute associations. Most importantly, marketers should be aware that when focusing on developing brand loyalty amongst EFM fans, they should not simply apply the same strategies that proved to be effective in DFM and vice versa.

The impact of work engagement and meaningful work to alleviate job burnout among social workers in New Zealand

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kim-Lim Tan ◽  
Peik Foong Yeap
Keyword(s):  
New Zealand ◽  
Social Workers ◽  
Work Engagement ◽  
Structural Equation ◽  
Meaningful Work ◽  
Job Burnout ◽  
Equation Modeling ◽  
Conservation Of Resources ◽  
Content Type ◽  
The Impact

PurposeGrounding our research in the conservation of resources (COR) theory and the job demands-resources (JD-R) theory, this study addresses the research gap of examining the relationship between meaningful work and dimensions of job burnout with work engagement as the mediator, especially in times of the COVID-19 pandemic. It also attempts to understand if age plays a role in moderating the effect of these relationships.Design/methodology/approachThis study collected data using a questionnaire protocol that was adapted and refined from the original scales in existing studies. The partial least squares structural equation modeling (PLS-SEM) was used to analyze data collected from 530 social workers working in New Zealand nonprofit organizations (NPO).FindingsResults indicated that meaningful work only addressed one dimension of job burnout. Work engagement was found to have mediating effects on the relationships between meaningful work and all the dimensions of job burnout. Age does not have any moderating effect on these relationships.Originality/valueThis study addresses the lack of literature that collectively examines the constructs of meaningful work, dimensions of job burnout and work engagement in the same model. In doing so, this study provides a unique verification of job burnout as a multidimensional construct. At the same time, this study offers insights into the effect of these constructs in NPOs, unraveling the complexities that drive these NPOs' human resources (HR) processes.

The effects of on-the-job embeddedness and its sub-dimensions on small-sized hotel employees’ organizational commitment, work engagement and turnover intentions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Emmanuel Twumasi Ampofo ◽  
Osman M. Karatepe
Keyword(s):  
Organizational Commitment ◽  
Work Engagement ◽  
Structural Equation ◽  
Turnover Intentions ◽  
Job Embeddedness ◽  
Equation Modeling ◽  
Content Type ◽  
Work Related ◽  
Affective Variables ◽  
The Impact

Purpose This paper aims to examine the impacts of links, fit and sacrifice as the sub-dimensions of on-the-job embeddedness (JE) on turnover intentions through the mediating roles of affective organizational commitment (AOC) and work engagement (WENG) and explore AOC and WENG as the two mediators linking on-the-JE to quitting intentions. Design/methodology/approach Data collected from small-sized hotels in three waves in Ghana were used to assess the aforesaid relationships. The hypothesized relationships were tested using structural equation modeling. Findings The findings reveal that on-the-JE is negatively related to turnover intentions. Additionally, the relationship between on-the-JE and turnover intentions is partly mediated by AOC and WENG. The findings further demonstrate that AOC and WENG partly mediate the impact of links on turnover intentions. Practical implications Management of hotels should enhance formal and informal connections between employees and their coworkers and supervisors through socialization tactics. Establishing and maintaining an environment that fosters social support would increase employees’ sense of belongingness and their proclivity to remain with the organization. Originality/value Little is known about the effects of the sub-dimensions of on-the-JE on work-related consequences in the hospitality and tourism literature. The literature is also devoid of evidence concerning affective variables as the potential mediators relating the sub-dimensions of on-the JE to turnover intentions. The study sets out to fill in these gaps.

The impact of product variety on LSQ in e-marketplaces

2019 ◽  
Vol 49 (7) ◽  
pp. 749-766 ◽  
Author(s):  
Metehan Feridun Sorkun
Keyword(s):  
Structural Equation ◽  
Negative Impact ◽  
Spatial Separation ◽  
Product Variety ◽  
Equation Modeling ◽  
Technical Quality ◽  
Instrumental Performance ◽  
Content Type ◽  
Negative Effect ◽  
The Impact

PurposeThe purpose of this paper is to reveal the impact of the e-tailers’ product variety decisions on their logistics service quality (LSQ) in B2C e-marketplaces. Furthermore, it investigates the mediation of transaction intensity and the moderation of the perceived technical quality in this relationship.Design/methodology/approachThe data were collected from one of Turkey’s biggest e-marketplace firms, N11.com. Consumer evaluations and the e-tailers’ product offers were used to operationalize research variables. Structural equation modeling was used to test the research hypotheses.FindingsProduct variety increases the sales of e-tailers but negatively affects their LSQ. This negative effect does not stem from the operational complexity resulting from increased sales; on the contrary, transaction intensity actually suppresses the negative effect of product variety on LSQ. This study additionally reveals that the perceived technical quality weakens the negative impact of product variety on LSQ.Originality/valueThe intense competition in e-marketplaces makes LSQ a key competitive factor, highlighting the importance of revealing its determinants. Although the negative effect of product variety on operational performance has been revealed in manufacturing and physical retailing environments, it has been under-investigated in online retailing. Drawing on a knowledge-based view, this study reveals how product variety decreases LSQ in the online context despite its unique features (i.e. temporal and spatial separation). Moreover, by demonstrating that the delivered product’s instrumental performance affects the perceived LSQ, it reveals that technical quality and functional quality are not disjoint components in online purchases.

Does servant leadership better explain work engagement, career satisfaction and adaptive performance than authentic leadership?

2020 ◽  
Vol 32 (6) ◽  
pp. 2075-2095 ◽  
Author(s):  
Bahar Kaya ◽  
Osman M. Karatepe
Keyword(s):  
Servant Leadership ◽  
Work Engagement ◽  
Structural Equation ◽  
Authentic Leadership ◽  
Career Satisfaction ◽  
Underlying Mechanism ◽  
Equation Modeling ◽  
Adaptive Performance ◽  
Content Type ◽  
Time Lagged

Purpose The purpose of this paper is to propose a research model in which work engagement (WENG) mediates the effects of servant leadership (SL) and authentic leadership (AL) simultaneously on career satisfaction and adaptive performance. It also aims to test whether SL better explains WENG and the aforesaid outcomes than AL. Design/methodology/approach This paper used time-lagged data collected from hotel employees and their direct supervisors in Turkey. Structural equation modeling was implemented to assess the aforesaid linkages. Findings Among others, the indirect impact of SL on career satisfaction and adaptive performance, through WENG, is stronger than the indirect effect of AL. Practical implications Management can use AL as a base to develop and boost SL. Appraising employees’ WENG on a periodical basis would enable management to understand whether SL really contributes to the enhancement of WENG. In addition, employees can take advantage of informal learning to foster their adaptive performance. Originality/value There are calls for research to ascertain whether SL better explains outcomes than other leadership styles such as AL. Evidence about the underlying mechanism linking SL and AL to outcomes is still sparse. The extant research on SL and AL has neglected adaptive performance in frontline service jobs so far. With this stated, this paper aims to fill in these voids.

Can “bad” stressors spark “good” behaviors in frontline employees? Incorporating motivation and emotion

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiaxin (Sylvia) Wang ◽  
Xiaoxiao Fu ◽  
Youcheng Wang
Keyword(s):  
Intrinsic Motivation ◽  
Structural Equation ◽  
Positive Emotions ◽  
Hospitality Industry ◽  
Boundary Spanning ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Content Type ◽  
Management Intervention ◽  
The Impact

Purpose This study aims to investigate the antecedents of frontline employees’ boundary-spanning behaviors in the hospitality industry. Anchored in transactional stress theory, affective events theory and motivation theories, a conceptual model was built to explore the impacts of hindrance stressors on boundary-spanning behavior. Design/methodology/approach Data were collected from frontline employees in the hospitality industry in the USA. Confirmatory factor analysis and structural equation modeling were used. Findings The findings revealed that despite hindrance stressors’ negative indirect impact on frontline employees’ boundary-spanning behaviors, intrinsic motivation worked effectively to reduce hindrance stress and influence subsequent emotions leading to boundary-spanning behaviors. Practical implications This study provides substantial and detailed strategies for hospitality practitioners who are pressed to alleviate the hindrance stressors from which frontline employees frequently suffer, foster employees’ positive emotions and ease negative emotions while promoting boundary-spanning behaviors. Cultivation of employees’ intrinsic motivation and emotional management is encouraged, as is effective organizational structure and management intervention. All of these are deemed helpful in buffering employees’ work-related stress while motivating them to go above and beyond their nominal duties. Originality/value Very few studies have examined how “bad” hindrance stressors affect boundary-spanning behaviors. Rather than suggesting that hindrance stressors are relevant only to counterproductive behaviors, this study extends both the stress and boundary-spanning literature by uncovering the impact of hindrance stressors on frontline employees’ boundary-spanning behaviors while accounting for the roles of workers’ motivation and emotion.

The impact of tourists' emotions on satisfaction and destination loyalty – an integrative moderated mediation model: tourists' experience in Switzerland

2020 ◽  
Vol 3 (5) ◽  
pp. 509-528 ◽  
Author(s):  
Samaan Al‐Msallam
Keyword(s):  
Structural Equation ◽  
Positive Emotions ◽  
Negative Impact ◽  
Negative Emotions ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Content Type ◽  
Destination Loyalty ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to investigate the effect of tourists' emotional responses toward a particular destination on tourists' satisfaction and destination loyalty. Perceived quality adds as a moderator variable.Design/methodology/approachThis study adopted a quantitative data collection method, with distributing the questionnaire to 346 tourists of 43 nationalities in four main tourist attractions in Switzerland. The structural equation modeling approach and bootstrapping technique were used to empirically test the study hypotheses.FindingsThe results confirm the negative impact of negative emotions. The mediating role of the tourists' satisfaction was documented. As expected, perceived quality dampened the negative effect of negative emotions on tourists' satisfaction. However, surprisingly, it does not serve as a moderator in the relationship between positive emotions and tourists' satisfaction.Practical implicationsThis study resulted in a set of practical marketing recommendations. Tourism marketers are encouraged to keep positive emotions high among tourists, aimed to increase their satisfaction toward the destination and revisit it again in the future and also, pay more attention to the quality of the destination as an essential tool to reduce the impact of negative emotions.Originality/valueMany studies in tourism literature studied associations between positive emotions and tourists' behavior. The present study is drawing more attention to negative emotions. In addition, this study tries to address the gap in the tourism literature regarding the modified impact of perceived quality on the relationship between emotions and tourists' satisfaction.

scholarly journals Fire in the belly: the impact of despotic leadership on employees work-related outcomes in the hospitality setting

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Belal Albashiti ◽  
Zeeshan Hamid ◽  
Mohammed Aboramadan
Keyword(s):  
Job Satisfaction ◽  
Psychological Distress ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Turnover Intentions ◽  
Equation Modeling ◽  
Conservation Of Resources ◽  
Negative Consequences ◽  
Content Type ◽  
The Impact

Purpose Building on conservation of resources theory and unfolding theory of turnover, this paper aims to propose a model of the effects of despotic leadership on employees’ job satisfaction and turnover intention in the hospitality industry. In this model, the authors theorize psychological distress to play an intervening role among the aforesaid linkages. Design/methodology/approach The data were collected in three-waves from 212 employees working in Palestinian restaurants. A covariance-based matrix in structural equation modeling was used to verify the proposed linkages in the study. A marker variable was used to control the common method bias. Findings The results showed that despotic leadership has a direct negative effect on job satisfaction and a positive indirect effect on turnover intentions. Besides, psychological distress showed to play significant mediating effects among the aforementioned relationships. Practical implications This study gives insights to the hospitality industry on how despotic leadership can be destructive and lead to negative consequences. Originality/value This study is unique, as it is the first study conducted on despotic leadership in a hospitality setting. The study responded to scholarly calls made to enrich the literature pertaining to despotic leadership and its outcomes.

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