In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees
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- 作者：Vinh Nhat Lua ; 1 ; vinh.lu@anu.edu.au" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae ; Alessandra Capezioa ; 1 ; alessandra.capezio@anu.edu.au" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae ; Simon Lloyd D. Restuboga ; simon.restubog@anu.edu.au" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae ; Patrick R.J.M. Garciab ; pgarcia@bsad.uvm.edu" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae ; Lu Wangc ; nick.wang@unsw.edu.au" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae
- 关键词：Service-oriented organizational citizenship behavior ; Service-oriented in-role performance ; Psychological contracts ; Organizational identification
- 刊名：Tourism Management
- 出版年：2016
- 出版时间：October 2016
- 年：2016
- 卷：56
- 期：Complete
- 页码：8-19
- 全文大小：600 K
文摘
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We examined drivers of service-oriented behaviors of frontline hotel employees.
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Data were collected from frontline employees, their coworkers and supervisors.
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Transactional psychological contracts were negatively related to service behaviors.
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Relational psychological contracts were positively related to service behaviors.
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Organizational identification was a salient mediator.