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Keywords: Frontline employees
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Journal Articles
When looking perfect hurts: perfectionistic self-presentation, employee self-regulation and burnout
Available to Purchase
International Journal of Contemporary Hospitality Management 1–22.
Published: 28 April 2026
...-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...
Includes: Supplementary data
Journal Articles
Unveiling connections between organizational dimensions, employee performance and boundary-spanning behaviors: a study on perceived organizational support and perceived supervisory support
Available to Purchase
International Journal of Contemporary Hospitality Management (2024) 36 (12): 4111–4130.
Published: 02 May 2024
...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...
Journal Articles
Build trust, they will come: the case of casino high rollers!
Available to Purchase
International Journal of Contemporary Hospitality Management (2024) 36 (10): 3361–3377.
Published: 05 February 2024
... Licensed re-use rights only Integrated casino resort Service encounter Trust Customer loyalty Frontline employees Integrated casino resorts, or integrated resorts (IRs), such as those in Macau and Las Vegas, are multidimensional mega-tourism complexes that offer both gaming and non-gaming...
Journal Articles
Frontline employee-driven change in hospitality firms: an analysis of receptionists’ personality on implemented suggestions
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International Journal of Contemporary Hospitality Management (2021) 33 (12): 4439–4459.
Published: 20 October 2021
...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...
Journal Articles
Can “bad” stressors spark “good” behaviors in frontline employees? Incorporating motivation and emotion
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International Journal of Contemporary Hospitality Management (2021) 33 (1): 101–124.
Published: 25 November 2020
...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...
Journal Articles
Frontline employees’ high-performance work practices, trust in supervisor, job-embeddedness and turnover intentions in hospitality industry
Available to Purchase
International Journal of Contemporary Hospitality Management (2018) 30 (3): 1436–1452.
Published: 19 March 2018
...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...
Journal Articles
The role of work-to-leisure conflict in promoting frontline employees’ leisure satisfaction: Examining the job demand-control-support model
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International Journal of Contemporary Hospitality Management (2015) 27 (7): 1539–1555.
Published: 12 October 2015
... 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...
Journal Articles
Do psychological capital and work engagement foster frontline employees’ satisfaction?: A study in the hotel industry
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International Journal of Contemporary Hospitality Management (2015) 27 (6): 1254–1278.
Published: 10 August 2015
... 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...
Journal Articles
Triggers and inhibitors of illegitimate customer complaining behavior: Anecdotes from frontline employees in the hospitality industry
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International Journal of Contemporary Hospitality Management (2014) 26 (4): 544–571.
Published: 06 May 2014
...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...
Journal Articles
An exploratory study of competencies required to co‐create memorable customer experiences in the hospitality industry
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International Journal of Contemporary Hospitality Management (2013) 25 (6): 823–843.
Published: 16 August 2013
...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...
