...-presentation ( PSP ) and burnout, and how paradoxical leadership moderates these relationships among employees. Design/methodology/approach Data were collected from 299 frontline employees working in 37 hotels using a time-lagged survey design. The proposed model was tested using structural equation...

...Jiaxin (Sylvia) Wang; Xiaoxiao Fu Purpose This study aims to examine the influence of perceived organizational support (POS) on boundary-spanning behaviors (BSBs) among frontline employees in the hospitality industry. It also considered perceived supervisory support (PSS) as a moderating factor...

... and their firm through the nurturing of the service encounter with the firm’s key accounts. Integrated casino resort Service encounter Trust Customer loyalty Frontline employees According to social exchange theory (Homans, 1958), social behavior is the result of an exchange process where any...

...Tamara González-González; Desiderio J. García-Almeida; João Viseu Frontline employees act as change agents in hospitality firms. Managers should develop recruitment processes that allow to select individuals prone to proposing innovative suggestions and creating a friendlier system...

...Jiaxin (Sylvia) Wang; Xiaoxiao Fu; Youcheng Wang 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...

...Bilal Afsar; Asad Shahjehan; Syed Imad Shah 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...

... and support from supervisors and co-workers are related to WLC and leisure satisfaction. Design/methodology/approach – A sample of 457 frontline employees drawn from within the hospitality and tourism industry completed a study questionnaire. All hypothesized relationships were estimated using...

... process of the job demands-resources model. Design/methodology/approach – Based on data gathered from frontline employees in the international five- and four-star chain hotels with a time lag of two weeks in three waves in Romania, the relationships in the conceptual model were gauged through...

...Zhuowei (Joy) Huang; Chen Zhao; Li Miao; Xiaoxiao Fu Purpose – The study aims to investigate the illegitimate customer complaining behavior (ICCB) in the hospitality industry from the perspective of frontline employees. In particular, this study identified ICCB incidents, ICCB triggering factors...

...Sonia Bharwani; Vinnie Jauhari Purpose The purpose of this paper is to identify and map competencies required by frontline employees to enhance guest experience in the hospitality industry, in the context of an emerging experience economy. Design/methodology/approach Secondary research through...