Linking frontline hotel employees’ job crafting to service recovery performance: The roles of harmonious passion, promotion focus, hotel work experience, and gender
| Autor: | Rajib Lochan Dhar, Ayushi Yadav |
|---|---|
| Rok vydání: | 2021 |
| Předmět: |
business.industry
media_common.quotation_subject 05 social sciences Passion Public relations Moderation Service recovery Work experience Promotion (rank) Tourism Leisure and Hospitality Management 0502 economics and business Survey data collection 050211 marketing business Psychology 050212 sport leisure & tourism Tourism media_common Dyad |
| Zdroj: | Journal of Hospitality and Tourism Management. 47:485-495 |
| ISSN: | 1447-6770 |
| Popis: | This research examines the impact of job crafting, i.e., individual and collaborative crafting, on service recovery performance (SRP) of frontline hotel employees (FLEs). It puts forward an integrated model to investigate the mediating role of job passion (harmonious and obsessive passion) and the moderating role of promotion focus, hotel work experience, and gender between the relationship of each job crafting form with SRP. The survey data consists of 229 responses from FLE-manager/supervisor dyad working at tourist hotels in Uttar Pradesh, India. The research findings reveal that job crafting significantly results in SRP. While the correlation and path relationship between job crafting-obsessive passion and obsessive passion-SRP link is insignificant, the findings ascertain the role of harmonious passion as a mediator, and promotion focus, hotel work experience, and gender as a moderator between job crafting and SRP. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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