Driving employees to serve customers beyond their roles in the Vietnamese hospitality industry: The roles of paternalistic leadership and discretionary HR practices

By Luu Trong Tuan. Tourism Management, 2018

90 citations recorded by the source corpus.

Abstract Our research primarily seeks to assess how paternalistic leadership behaviors – authoritarianism, benevolence, and morality – influence extra-role customer service via employee work engagement as a mediator. The data for our research model were gleaned from four- or five-star hotels in Ho Chi Minh City, Vietnam. To test the hypotheses of the research model, structural equation modelling was employed. Our research findings cast light on the mediation mechanism of employee work engagement for the positive relationships between benevolence and morality components of paternalistic leadership and extra-role customer service behavior, as well as for the negative relationship between authoritarian behavior and extra-role customer service behavior. Additionally, benevolent and moral behaviors were found to attenuate this negative association between authoritarian behavior and extra-role customer service. Discretionary HR practices were proved to play the moderating role for the relationships between the three paternalistic leadership behaviors and employee work engagement in that discretionary HR practices fortified the positive link between benevolent or moral behavior and work engagement and alleviated the negative link between authoritarian behavior and work engagement.

Subfields: Demography, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/7a47e12ae31a94e5daeb587ff47472ba17e9f828

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In Demography

1. Hamed Rezapouraghdam
2. Turgay Avcı
3. Engin Ari
4. Osman M. Karatepe
5. A. Grobelna
6. Olusegun A. Olugbade

In Organizational Behavior and Human Resource Management

1. Turgay Avcı
2. Osman M. Karatepe
3. Hamed Rezapouraghdam
4. Engin Ari
5. A. Grobelna
6. Olusegun A. Olugbade
7. Xinyuan Zhao
8. Anastasia Ozturk

Citations in the corpus

• A Conceptual Model for Green Human Resource Management: Indicators, Differential Pathways, and Multiple Pro-Environmental Outcomes (2020, background): “Tuan’s [62] study carried out in the hospitality industry in Vietnam also identified selective staffing as one of the elements of discretionary human resource practices.”