How to fuel employees’ prosocial behavior in the hotel service encounter

By Heerae Kang, Woo Gon Kim, Hyung-Min Choi, Yuan Li. International Journal of Hospitality Management, 2020

91 citations recorded by the source corpus.

Abstract With mounting customer expectation for excellent service, frontline service employees’ prosocial service behavior is of great importance since it helps enhance customers’ perceived service quality, which is critical for maintaining a hotel’s competitive advantage relative to its comp set. Regardless of the importance of prosocial service behavior, role clarity, perceived organizational support, and psychological empowerment in encouraging employees’ prosocial service behavior has not received much attention. This study examines the effects of the above three predictors on the prosocial service behavior of customer-contact employees. The authors developed a conceptual model of prosocial service behavior and empirically tested it using structural equation modeling. The findings suggest that role clarity and psychological empowerment have a direct influence on prosocial service behavior. Psychological empowerment partially mediates the relationship between role clarity and prosocial service behavior and fully mediates the relationship between perceived organizational support and prosocial service behavior.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/cd5b66592a7c529b21a515bf7e2c0646a8faf718