The influence of leadership commitment to service quality on hotel employees’ brand citizenship behavior: a mediation and moderation analysis

Hoang, Hung Trong; Ho, Nga Thi Thuy; Nguyen, Ninh

doi:10.1080/19368623.2021.1970072

Cited by 12 publications

(12 citation statements)

References 76 publications

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“…Malhotra and Mukherjee ( 2004 ) and Hoang et al ( 2022 ) also supported the view that committed employees work harder, put more effort, and commit extra time to work. The findings of Adekola ( 2012 ) revealed that employees who are committed to the job will also try to achieve the objectives of the service organization.…”

Section: Literature Reviewmentioning

confidence: 84%

Leadership Style and Employees' Commitment to Service Quality: An Analysis of the Mediation Pathway via Knowledge Sharing

et al. 2022

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Very little attention has been given to understanding the commitment to service quality and desirable outcomes in the hotel industry. This study investigates the impact of directive and participative leadership on the frontline commitment to service quality through the mediation of knowledge sharing. This will eventually help us to generate the employees' commitment to service quality (CSQ) desirable behavior. The survey was distributed to 37 hotels. A total of 235 frontline employees participated in the survey. The study findings show that directive leadership has a negative relationship with CSQ. On the other hand, participative leadership positively influences CSQ. Notably, knowledge sharing mediates between directive leadership, participative leadership, and commitment to service quality. There were positive linkages between commitment to service quality and desirable outcomes, job performance, and organizational citizenship behavior (OCB) and negative relation to turnover intention.

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Section: Literature Reviewmentioning

confidence: 84%

Leadership Style and Employees' Commitment to Service Quality: An Analysis of the Mediation Pathway via Knowledge Sharing

et al. 2022

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“…Therefore, customer always compare the product with the expectations, the quality of the product above the expectation increases customer satisfaction, but in case if the quality of the product it less than the expectations of the customer, it generally decreases the satisfaction of the customer. Therefore, service quality has central importance in hotel industry as reported in previous studies (Hoang, Ho, & Nguyen, 2022). It has significant effect to decrease or increase the loyalty behavior (Ahmed et al, 2022).…”

Section: Service Qualitymentioning

confidence: 85%

influences of service innovation, service quality, satisfaction, and trust on loyalty behavior of service users of non-hotel homestay guesthouses in Bangkok Metropolis

Wonganawat

Pungnirund

Techarattanased

et al. 2022

ijhs

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Extensive research has been carried out to examine the customer behavior in the hotel industry. The loyalty behavior is extensively studied in the literature in hotel industry; however, the phenomenon of loyalty is rarely addressed in the non-hotel homestay guesthouse businesses. Particularly, the loyalty behavior among the non-hotel homestay guesthouse business is not addressed by the literature in Bangkok Metropolis, Thailand. Hence, this study is an attempt to carried out loyalty behavior along with service innovation, service quality, satisfaction and trust among the non-hotel homestay guesthouse business of Thailand. Mixed method research approach is carried out to examine the relationship between variables. Questionnaire survey and in-depth interviews are carried out for data collection. It is found that; service innovation and service quality have positive role to promote the business of non-hotel homestay guesthouse. The promotion of service innovation and service quality increases the satisfaction and trust which further causes to increase the loyalty behavior. This study has vital implications for the management of non-hotel homestay guesthouse which further causes to increase the loyalty behavior among the customers through service innovation, service quality, satisfaction and trust.

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“…(2017) emphasize that the leader-member exchange plays a significant positive role in increasing service performance via employee empowerment (see also Jauhari et al. , 2017), and Hoang et al. (2021) focus on the impact of leadership commitment to service quality on organizational citizenship behavior (Donavan et al.…”

Section: Discussionmentioning

confidence: 99%

“…Managers could also function as a mentor for lower-ranked personnel to keep them engaged in the job, not only supporting them as supervisors (Anaza et al, 2016). Moreover, Kim et al (2017) emphasize that the leader-member exchange plays a significant positive role in increasing service performance via employee empowerment (see also Jauhari et al, 2017), andHoang et al (2021) focus on the impact of leadership commitment to service quality on organizational citizenship behavior (Donavan et al, 2004).…”

Section: Practical Implicationsmentioning

confidence: 99%

Influence of informal institutions on commitment to customer service in Confucian Asia

Klein

Horak

Ahlf

et al. 2022

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PurposeResearch on the commitment to customer service (CCS) typically considers either trainable behavior or external stimuli such as financial incentives vital to CCS. Utilizing the cultural context of Confucian Asia, this study proposes a novel approach that shifts the focus towards the antecedents of the informal institutional environment.Design/methodology/approachThis research considers four informal institutions typical for Confucian Asia about their influence on CCS: power distance, perceived individual independence, openness to change, and informal network ties. Hypotheses are tested in a structural equation model using data obtained from a South Korean subject pool.FindingsResults show that informal institutions like power distance and network ties, and mediators like perceived individual independence and openness to change are positively related to CCS. Power distance and network ties also have a direct positive effect on openness to change. Moreover, power distance negatively affects perceived individual independence.Research limitations/implicationsThe authors' findings contribute to the service management literature by showing that a given CCS of service employees can be explained by antecedents of the company's informal institutional environment.Practical implicationsFrom a human resource perspective, the informal institutional environment should be taken into account when establishing a supporting organizational culture and designing management training programs.Originality/valueThis research introduces the institutional view to services management research, focusing on the role that informal institutions play. In particular, factors like power distance and network ties that influence CCS are tested for the first time.

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The influence of leadership commitment to service quality on hotel employees’ brand citizenship behavior: a mediation and moderation analysis

Cited by 12 publications

References 76 publications

Leadership Style and Employees' Commitment to Service Quality: An Analysis of the Mediation Pathway via Knowledge Sharing

Leadership Style and Employees' Commitment to Service Quality: An Analysis of the Mediation Pathway via Knowledge Sharing

influences of service innovation, service quality, satisfaction, and trust on loyalty behavior of service users of non-hotel homestay guesthouses in Bangkok Metropolis

Influence of informal institutions on commitment to customer service in Confucian Asia

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