Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study

Huo, Meng‐Long; Jiang, Zhou; Cheng, Zhiming; Wilkinson, Adrian

doi:10.1108/jstp-08-2021-0180

Cited by 7 publications

(9 citation statements)

References 87 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…(2021) illuminated that in the era of the COVID-19 pandemic, customers are expected to do responsible shopping practices while service organizations are expected to engage primarily in essential service provision to avoid the spread of the COVID-19 pandemic. Similarly, Huo et al. (2022) found that service organization employees significantly suffer from social distancing measures in the era of the COVID-19 pandemic.…”

Section: Discussionmentioning

confidence: 95%

“…For instance, Mele et al (2021) illuminated that in the era of the COVID-19 pandemic, customers are expected to do responsible shopping practices while service organizations are expected to engage primarily in essential service provision to avoid the spread of the COVID-19 pandemic. Similarly, Huo et al (2022) found that service organization employees significantly suffer from social distancing measures in the era of the COVID-19 pandemic. Arguably, the impact of the COVID-19 pandemic will be also prevalent in the fitness service industry because the operation of personal training service necessitates an intense interaction between fitness service providers and customers.…”

Section: Jstp 331mentioning

confidence: 95%

See 1 more Smart Citation

When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset

Park

Lee²,

Nite³

2022

JSTP

View full text Add to dashboard Cite

PurposeFitness service organizations often promote the personal training service by attributing competent features, qualifications, or/and service provision of fitness service providers to efforts or talents. This study aims to investigate whether and when the promotional attribution of fitness service providers' competent features, qualifications, or/and service provision contributes to customers' compliance with service instructions.Design/methodology/approachThe authors developed the experimental stimuli of performance attribution promotion (i.e. effort attribution and talent attribution) and validated them via a pretest (N = 400). Utilizing the validated stimuli, the authors conducted an experiment (N = 400) employing a single-factor (performance attribution promotion: effort vs talent) between-subject design. The authors performed partial least squares structural modeling (PLS-SEM) to test our hypotheses.FindingsThe results revealed the interaction effect of performance attribution promotion and customers' implicit mindset on customer participation expectation. Specifically, when customers were high in implicit mindset (i.e. incremental-minded), attributing competent features, qualifications, or/and service provision of fitness service providers to effort (vs talent) increased customer participation expectation. Yet, when customers were low in implicit mindset (i.e. entity-minded), such an effect did not occur. Further, the authors identified customers' intention to comply with service instructions as a downstream consequence of the aforementioned interaction effect.Originality/valueThe contribution of this paper is twofold. It enriches the performance attribution literature by finding its new consequences and boundary condition. Moreover, the findings aid fitness service practitioners in developing strategies for eliciting customers' compliance with service instruction through performance attribution promotion.

show abstract

Section: Discussionmentioning

confidence: 95%

Section: Jstp 331mentioning

confidence: 95%

When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset

Park

Lee²,

Nite³

2022

JSTP

View full text Add to dashboard Cite

show abstract

“…The hospitality industry has been severely hit by the pandemic and stalled career opportunities (Huang et al, 2020), urging perceived employability in the external market imperative for hospitality workers (Huo et al, 2022). Perceived employability is related to one's perception of his or her prospects of obtaining and retaining employment (Berntson & Marklund, 2007; Vanhercke et al, 2014).…”

Section: Theory and Hypothesis Developmentmentioning

confidence: 99%

The role of leader favoritism, unfairness, and employability in employee psychological withdrawal behavior

Shamsudin,

Bani‐Melhem,

Abukhait

et al. 2023

Business Ethics Env & Resp

View full text Add to dashboard Cite

Given the adverse consequences of destructive leadership at work, we examine leader favoritism prevalent in contemporary organizations. Our study builds on previous research on unethical leadership behaviors and extends social exchange theory by assessing whether leader favoritism contributes to employee psychological withdrawal behavior at work and whether perceived unfairness explains this link, addressing a gap in the literature on this topic. In addition, we investigate the condition of perceived employability to seek whether the influence of perceived unfairness due to leader favoritism on psychological withdrawal behavior at work is strengthened when employees think they can secure alternative employment elsewhere. The study utilizes a two‐wave data collection approach to gather responses from 206 front end customer service employees working in the hospitality and tourism firms in the United Arab Emirates (UAE). The study findings offer empirical support for the proposed mediated moderation model. Specifically, the results demonstrate that leader favoritism directly, indirectly (via perceived unfairness), and positively influence employee withdrawal behaviors. This influence is stronger among employees who believe they can easily find alternative employment options. Our findings highlight the relevance of incorporating social exchange theory into the unethical leadership behaviors and withdrawal behaviors literature and provide valuable insights for managers into how to mitigate the practice of leader favoritism because of its adverse consequences on employees' work attitudes and behavior.

show abstract

“…, 2021), emotional labor (Zhan et al. , 2021) and turnover intentions and career regret (Huo et al. , 2022).…”

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

“…Thus, we introduce FLE burnout due-to-customers , which we argue leads to many negative outcomes including, ultimately, FLEs leaving their job (Huo et al. , 2022).…”

Section: Introductionmentioning

confidence: 99%

FLEs' concerns with misbehaving customers in the time of COVID and beyond

Gillison,

Beatty,

Northington

et al. 2023

JSTP

View full text Add to dashboard Cite

PurposeThis research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR theory and past literature on misbehaving customers and their effects on customer-facing employees.Design/methodology/approachThe proposed model was assessed using a survey of 840 frontline retail, restaurant, service and caregiving employees and their reactions to the issue of misbehaving customers (i.e. rule breaking and/or rude customers).FindingsFLEs' perceived frequency of customer rule violations, FLEs' concerns with misbehaving customers and FLEs' concerns with enforcing rules with these customers increased FLEs' burnout due-to-customers, while FLEs' customer orientation decreased it. Interactions among several antecedents were found relative to their effects on burnout. Burnout due-to-customers decreased FLEs' organizational commitment and increased quitting intentions. Additionally, this burnout mediated the relationships between our studied antecedents and job outcome variables (either partially or fully), with organizational commitment also mediating the relationship between burnout and quitting intentions.Originality/valueThe impact of FLEs' concerns relative to customers' rule breaking, which has not been previously addressed, is shown to increase FLEs' burnout due-to-customers, while FLEs' customer orientation buffered and reduced burnout, with frequency of violations interacting with several antecedents, and ultimately affecting burnout and several dependent variables—organizational commitment and quitting intentions. These FLE rule violation and enforcement concerns, captured at the height of the pandemic, are new variables to the literature. These issues have important implications for managers as to their treatment and training of FLEs in the future.

show abstract

Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study

Cited by 7 publications

References 87 publications

When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset

When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset

The role of leader favoritism, unfairness, and employability in employee psychological withdrawal behavior

FLEs' concerns with misbehaving customers in the time of COVID and beyond

Contact Info

Product

Resources

About