... employees’ stress, well-being, emotion regulation, resilience and service performance. Design/methodology/approach Using the Job Demands-Resources model and attention, micro-recovery and self-regulation perspectives, this study analyzes survey data from 500 frontline employees and supervisor-rated...

...Zhuanzhuan Sun; Yanping Yu Purpose Following self-consistency theory, this study aims to explore the implications of underdog expectations for hospitality employees’ service performance, considering self-esteem ( SE ) threat as a mediator and others’ approval of contingent self-esteem ( OACSE...

...Rui Zhang; Kui Yin; Niannian Dong; Oliver Sheldon; Guodong Cui; Zhipeng Zhang Purpose This study aims to examine the effects and relative importance of four categories of leadership on service performance in the hotel and tourism industry, and test whether the impact of leadership on service...

...Chung-Jen Wang Purpose Based on the ability–motivation–opportunity (AMO) model, this research aims to examine the hierarchical impact of high-performance human resource practices (HPHRPs) on the work practices and service performance of hospitality organizations. Design/methodology/approach...

... that perceived organizational exploitation exerts a destructive impact on frontline hotel employees’ service performance. Trust in the organization is a full mediator of the link connecting perceived organizational exploitation to service performance. Furthermore, traditionality weakens perceived organizational...

...Changqing He; Rongrong Teng; Jun Song Purpose This study aims to explore the associations linking employees’ challenge-hindrance appraisals toward artificial intelligence (AI) to service performance while considering the dual mediating roles of job crafting and job insecurity, as well...

...Wenzhu Lu; Haibo Wu; Shanshi Liu; Zisheng Guo; Xiongtao He Given the damaging effect that customer mistreatment has on service performance, where employees’ P-J fit perceptions are impaired, hotel managers should implement service competence improvement training programs and managerial...

... Drawing from self-determination theory, this study aims to examine the effect of leader humor on frontline hospitality employees’ service performance and proactive customer service performance (PCSP) via harmonious passion (HP) for work with employee neuroticism as the moderating mechanism...

... may be seen at http://creativecommons.org/licences/by/4.0/legalcode This paper aims to examine how team-level empowering leadership related to service performance through thriving at work and how shared organizational social exchange and customer orientation moderated the latter...

... 03 2019 © 2019 Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Customer service Emotional labour Deep acting Service performance Surface acting Customer satisfaction Emotional labor has been defined as the regulation of both feelings...

... performance and buffers the deleterious impact of role stress on job tension. The model also investigates the interrelationships of role stress, job tension, work engagement and service performance. The sample was drawn from 261 customer-contact employees in 15 casual restaurants in South Korea...

... research approach incorporates three different levels of analysis: employees’ job satisfaction and service performance; manager’s EI and support; and) restaurant unit level service under pressure. Data were collected from wait staff employed in full-service restaurants in the southeastern region of the USA...

... incivility and its effects upon emotional exhaustion, perceived service performance, POS and ERA. A structural equation model was used to test hypotheses. The multi-group approach was used to investigate the moderating effects POS and ERA have upon the relationships between workplace incivility, emotional...