Investigating employees' deviant work behavior in the hotel industry during COVID-19: Empirical evidence from an emerging country

Dang, Van Thac; Vo‐Thanh, Tan; Usman, Muhammad; Nguyen, Ninh

doi:10.1016/j.tmp.2022.101042

Cited by 11 publications

(15 citation statements)

References 91 publications

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“…In this study, fear of COVID-19 is a stimulus affecting the psychological state of the people working in the hospitality industry (C.-C. C. Donovan & Rossiter, 2015). People may worry about losing their jobs, changing their old social routines, going out, or being infected by anyone they encounter (Ahorsu et al, 2020;Zhuang et al, 2022). Fear refers to 'a normal reaction to an emerging threat that prepares the individual to react acutely to possible physical and mental harm'.…”

Section: Fear Of Covid-19mentioning

confidence: 99%

“…To reduce and eliminate undesirable behaviours by influencing and managing their causes, researchers have mainly concentrated on predictors of work deviant behaviour (Zhuang et al, 2020(Zhuang et al, , 2022.…”

Section: Perceived Organisational Support As a Moderatormentioning

confidence: 99%

“…Many studies have assessed perceived organizational support (R. Singh, 2020) and citizenship behaviour (Yen & Teng, 2013) to predict work deviance behaviour. These studies offer extensive empirical data on the causes of this behaviour (R. Singh, 2020;Zhuang et al, 2020Zhuang et al, , 2022. Organizational support refers to how much an organisation values and cares about the well-being of its employees (H. Chen & Eyoun, 2021;Côté et al, 2021;Malik et al, 2021).…”

Section: Perceived Organisational Support As a Moderatormentioning

confidence: 99%

“…People may worry about losing their jobs, changing their old social routines, going out, or being infected by anyone they encounter (Ahorsu et al., 2020; C.‐C. C. Chen et al., 2021; Pakpour & Griffiths, 2020; Zhuang et al., 2022). Fear refers to ‘a normal reaction to an emerging threat that prepares the individual to react acutely to possible physical and mental harm’.…”

Section: Fear Of Covid‐19mentioning

confidence: 99%

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Fear of COVID‐19, workplace phobia, workplace deviance and perceived organizational support: A moderated mediation model

2023

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This paper aims to test a moderated‐mediation model examining therelationships between Fear of COVID‐19, workplace phobia, work deviance behaviourand perceived organizational support among hotel employees. An online questionnaire was administered to collect data, to which 481 responded. Data was collected from full‐time frontline employees working in the Maldivian hospitality industry. The moderated‐mediation model explained 44% of the variance in workplace deviance behaviourscan be predicted bythe fear of COVID‐19, perceived organisational support and workplace phobia. The findingsshowthat perceived organizational support reduces the negative impact of COVID‐19 fear on workplace phobia and deviance. Results suggest that to reduce the negative effect of the pandemic, organisations should adopt support measures across different managerial levels at different scales rather than providing one‐size‐fits‐all solutions.

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Section: Fear Of Covid-19mentioning

confidence: 99%

Section: Perceived Organisational Support As a Moderatormentioning

confidence: 99%

Section: Perceived Organisational Support As a Moderatormentioning

confidence: 99%

Section: Fear Of Covid‐19mentioning

confidence: 99%

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Fear of COVID‐19, workplace phobia, workplace deviance and perceived organizational support: A moderated mediation model

2023

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“…While “errors occur ubiquitously in every industry” (Yao et al ., 2019, p. 78), service organizations are potentially more vulnerable to errors that constitute service failure, mainly due to the inherently heterogeneous, uncertain and consistently evolving service delivery process and the involvement of multiple actors in service delivery (Ali et al ., 2020a; Chen, 2016; Dang-Van et al ., 2022; Edström et al ., 2022; Jerger and Wirtz, 2017; Peng et al ., 2022). Therefore, service recovery performance – “the effectiveness of employees dealing with customer complaints” (Boshoff and Allen, 2000, p. 73) – achieves a greater level of prominence within service organizations (Jerger and Wirtz, 2017; Xu et al ., 2014).…”

Section: Introductionmentioning

confidence: 99%

Participative leadership and service recovery performance: a moderated mediation model

Khan¹,

Du²,

Jin³

et al. 2023

JSTP

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PurposeUsing the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study also tests FLEs’ role breadth self-efficacy (RBSE) as a theoretically relevant mediator and FLE trait mindfulness as an important moderator.Design/methodology/approachData were collected using time-lagged (three rounds, two weeks apart) from two sources (193 FLEs and 772 customers, who experienced a service failure). Structural equation modeling (Mplus, 8.6) was employed to analyze the data.FindingsThe results revealed that participative leadership was positively associated with FLEs service recovery performance, both directly and indirectly, via RBSE. The results also showed that FLE trait mindfulness moderated the link of participative leadership with RBSE and the indirect association of participative leadership with service recovery performance, via RBSE.Practical implicationsThis study suggests that organizational leaders who exhibit participative leadership behavior are valuable for organizations. By demonstrating such behaviors, they boost FLEs' RBSE, which in turn improves their service recovery performance.Originality/valueThe present work makes important contributions to the literature on service recovery performance by foregrounding two important yet overlooked antecedents (participative leadership and RBSE) of FLE service recovery performance. The present work also contributes to the nascent literature on the antecedents and outcomes of RBSE in service contexts.

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Workplace Deviant Behavior, Stress, and Change in the Post-epidemic Era: the Case of the Catering/Hotel/Tourism Industry

Zhang

2024

J Knowl Econ

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Investigating employees' deviant work behavior in the hotel industry during COVID-19: Empirical evidence from an emerging country

Cited by 11 publications

References 91 publications

Fear of COVID‐19, workplace phobia, workplace deviance and perceived organizational support: A moderated mediation model

Fear of COVID‐19, workplace phobia, workplace deviance and perceived organizational support: A moderated mediation model

Participative leadership and service recovery performance: a moderated mediation model

Workplace Deviant Behavior, Stress, and Change in the Post-epidemic Era: the Case of the Catering/Hotel/Tourism Industry

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