Meta-analysis of outcomes of leader–member exchange in hospitality and tourism: what does the past say about the future?

Purpose This study aims to investigate the impact of service employees’ agreeableness personality and daily self-esteem on their daily interpersonal behaviors in terms of interpersonal harmony and counterproductive work behavior toward other individuals (CWB-I). Furthermore, this study examines whether the impact of daily self-esteem on daily interpersonal behaviors is moderated by the quality of service employees’ relationship with their manager and leader–member exchange (LMX). Design/methodology/approach Using a sample of 111 restaurant employees in China who took daily surveys with 1,412 ratings for 10 consecutive days, a longitudinal analysis was conducted to test the research hypotheses using hierarchical linear modeling. Findings The results show that agreeableness personality predicted daily interpersonal harmony but had no significant effect on daily CWB-I. It was also found that daily self-esteem predicted both daily interpersonal harmony and daily CWB-I, and LMX moderated the effect of daily self-esteem on daily interpersonal behaviors. Practical implications Given the fluctuation of employees’ interpersonal behaviors, organizations should guide the variability of interpersonal behaviors in the positive direction. To promote daily interpersonal harmony and reduce daily CWB-I, managers could focus on recruiting employees with agreeableness, offering daily self-esteem training and enhancing the quality of LMX. Originality/value This research is unique in its objectives to examine what influences service employees’ interpersonal behaviors on a daily basis and its methods to implement a longitudinal approach unlike previous studies that often relied on cross-sectional designs to enhance the ecological validity of the findings.

Section: Introductionmentioning

confidence: 83%

Section: Literature Review and Hypothesesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 96%

See 1 more Smart Citation

What matters for employees’ daily interpersonal behaviors?

Park

Kim

Hai

et al. 2021

“…Within this context, all of these studies noted that SS affects employees' behaviors. Moreover, Chang et al (2020) argue that employees have frequent interactions with guests in the hospitality industry; therefore, their behaviors are important and their psychological states are critical.…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Supervisor support and turnover intentions of yacht captains: the role of work–family conflict and psychological resilience during the COVID-19 pandemic

Yorulmaz¹,

Sevinç

2021

Purpose The purpose of this study was to investigate work–family conflict’s (WFC) mediating role and psychological resilience’s (PR) moderating role on the perceived supervisor support (SS) of yacht captains and their turnover intentions (TI) during the COVID-19 pandemic. Design/methodology/approach The authors followed a quantitative approach and conducted a questionnaire survey of 320 Turkish yacht captains. The data were analyzed using SPSS 22 (Process macro v3.4) and AMOS 22 statistics package programs. Findings Perceived SS has direct and indirect effects on TI with WFC being the intermediate variable. WFC’s effect on TI varies according to the yacht captains’ levels of PR. Practical implications This study empirically uncovered the impact of supervisor support and PR levels, the most important factors for ensuring hospitality employees exhibit positive organizational attitudes and behaviors. This study shows that the success of yacht captains in this stressful work environment depends on positively perceived SS and PR levels. PR regulates the relationship between WFC and TIs. Thus, supervisors should prioritize meeting their employees’ expectations to effectively and efficiently manage their human resources, and supervisor support is essential for meeting these expectations. Originality/value According to the authors’ knowledge, this study is the first to assess the effect of supervisor support on TI, the mediating role of WFC and the moderating role of PR. In addition, the authors aimed to fill the research gaps on yacht captains, as a profession requiring expertise and field experience, and on PR in the tourism industry.

“…We also searched Google , Google Scholar and Social Science Research Network to not only ensure the comprehensiveness of literature search but also capture unpublished studies. The search approaches we used are comparable to the recommended approaches which were used in several recent meta-analyses in the hospitality literature (Chang et al , 2020; Gui et al , 2020; Xu and Cao, 2019). Our initial search returned 868 articles for possible inclusion.…”

Section: Methodsmentioning

confidence: 99%

Emotional intelligence and job performance in the hospitality industry: a meta-analytic review

Cai

Humphrey

Qian

2021

Purpose Hospitality workers are emotional labor workers because they must display appropriate emotions to their customers to provide outstanding service. Emotional intelligence (EI) helps employees regulate their emotions and display appropriate emotions, and hence should help hospitality workers provide outstanding service. However, the strength of the relationship between EI and hospitality workers’ job performance substantially varied across studies. Hence, the purpose of the present study is to clarify the mixed findings and to examine if EI can improve hospitality workers’ job performance. Design/methodology/approach A meta-analysis was performed to investigate the relationship between EI and hospitality workers’ job performance as well as the moderators which condition this relationship. Findings The present meta-analysis indicated that EI is positively related to hospitality workers’ job performance (ρ̅̂ = 0.54); the relationship between EI and hospitality workers’ job performance is stronger when the percentage of married subjects is low and in feminine cultures; and this relationship does not differ between male-dominated and female-dominated studies, across educational levels, between collectivistic and individualistic cultures, between low and high power distance cultures and between low and high uncertainty avoidance cultures. Research limitations/implications This study uncovers theoretically important moderators that contribute to cross-cultural research, work–family literature and gender-related literature in hospitality research. Originality/value The present study builds a theoretical foundation and performs a meta-analysis to elucidate the relationship between EI and hospitality workers’ job performance and to identify the moderators which condition this relationship.