款待
酒店业
心理学
组织承诺
情感事件理论
社会心理学
透视图(图形)
感知组织支持
心情
资源节约理论
营销
工作表现
工作满意度
业务
旅游
工作态度
政治学
计算机科学
人工智能
法学
作者
Xuan-Mei Cheng,Yijing Lyu,Yijiao Ye
出处
期刊:International Journal of Contemporary Hospitality Management
[Emerald (MCB UP)]
日期:2022-10-14
卷期号:35 (3): 1109-1124
被引量:10
标识
DOI:10.1108/ijchm-11-2021-1373
摘要
Purpose Drawing on conservation of resources (COR) theory, this study aims to explore how perceived organizational exploitation affects hospitality employees’ extra-role customer service behaviors by investigating the mediating role of depressed mood at work and the moderating role of reappraisal. Design/methodology/approach This study tested all of the hypotheses using multilevel path analyses with a sample of 340 supervisor–subordinate dyads. Findings The results show that perceived organizational exploitation is indirectly associated with hospitality employees’ extra-role customer service through depressed mood at work and that employees’ reappraisal may help mitigate the negative effect of organizational exploitation. Practical implications First, policies and rules should be established in advance to prevent organizational exploitation. Second, we suggest that hospitality organizations should pay special attention to employees who have low levels of reappraisal, and reappraisal training could be provided to enhance their emotion regulation skills. Third, hospitality organizations could nurture a healthy and supportive emotional climate to create positive emotions in the workplace, in case that depressed mood at work contributes to employees’ extra-role behaviors. Originality/value First, the authors go beyond previous studies to focus on a new behavioral outcome of perceived organizational exploitation, i.e. extra-role customer service. Second, it applies a new perspective of COR theory to determine the underlying mechanism of perceived organizational exploitation. Third, to the best of the authors’ knowledge, this study is one of the first to explore the boundary conditions under which the destructive effects of perceived organizational exploitation can be mitigated.
科研通智能强力驱动
Strongly Powered by AbleSci AI