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In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees

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  • Lu, Vinh Nhat
  • Capezio, Alessandra
  • Restubog, Simon Lloyd D.
  • Garcia, Patrick R.J.M.
  • Wang, Lu

Abstract

Research in tourism management is yet to examine the role of psychological contracts in shaping organizational identification and influencing service-oriented behaviors of frontline employees. Drawing upon psychological contract and social identity theories, we propose a theoretical model that links the two types of psychological contracts (relational vs. transactional psychological contracts) with organizational identification and service employees' in-role performance and organizational citizenship behaviors. Data collected from 199 matched frontline employee-coworker-supervisor triads in hotels show that while transactional psychological contracts were directly and negatively associated with supervisor-reported in-role performance and co-worker reported service-oriented citizenship behaviors, the relationship between relational psychological contracts and both types of service-oriented behaviors were positive and partially mediated by organizational identification. Our findings have important implications for tourism operators by highlighting the important role of different types of psychological contracts in the delivery of high quality service.

Suggested Citation

  • Lu, Vinh Nhat & Capezio, Alessandra & Restubog, Simon Lloyd D. & Garcia, Patrick R.J.M. & Wang, Lu, 2016. "In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees," Tourism Management, Elsevier, vol. 56(C), pages 8-19.
    • Handle: RePEc:eee:touman:v:56:y:2016:i:c:p:8-19
    DOI: 10.1016/j.tourman.2016.03.020
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    Cited by:

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    2. Zhang, Yucheng & Guo, Yongxing & Newman, Alexander, 2017. "Identity judgements, work engagement and organizational citizenship behavior: The mediating effects based on group engagement model," Tourism Management, Elsevier, vol. 61(C), pages 190-197.
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    4. Wenlong Liu & Changqing He & Yi Jiang & Rongrong Ji & Xuesong Zhai, 2020. "Effect of Gig Workers’ Psychological Contract Fulfillment on Their Task Performance in a Sharing Economy—A Perspective from the Mediation of Organizational Identification and the Moderation of Length ," IJERPH, MDPI, vol. 17(7), pages 1-20, March.
    5. Nguyen, Long Thang Van & Lu, Vinh Nhat & Hill, Sally Rao & Conduit, Jodie, 2019. "The mediating role of brand knowledge on employees’ brand citizenship behaviour: Does organizational tenure matter?," Australasian marketing journal, Elsevier, vol. 27(3), pages 169-178.
    6. Pan, Wei & Zhang, Qingpu & Teo, Thompson S.H. & Lim, Vivien K.G., 2018. "The dark triad and knowledge hiding," International Journal of Information Management, Elsevier, vol. 42(C), pages 36-48.
    7. Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee, 2018. "Psychological contract breach and service innovation behavior: psychological capital as a mediator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 305-329, June.
    8. Fida Hassanein & Hale Özgit, 2022. "Sustaining Human Resources through Talent Management Strategies and Employee Engagement in the Middle East Hotel Industry," Sustainability, MDPI, vol. 14(22), pages 1-19, November.
    9. Hailing Liu & Ping Hu & Kewei Shi & Yudan Zhang, 2023. "Does Psychological Contract Violation Change the Original Intention of Eco-Tourists to Participate in Scenic Value Co-Creation?," Sustainability, MDPI, vol. 15(6), pages 1-21, March.
    10. Boukis, Achilleas & Koritos, Christos & Papastathopoulos, Avraam & Buhalis, Dimitrios, 2023. "Customer incivility as an identity threat for frontline employees: The mitigating role of organizational rewards," Annals of Tourism Research, Elsevier, vol. 100(C).
    11. Soral, Prakriti & Pati, Surya Prakash & Kakani, Ram Kumar, 2022. "Knowledge hiding as a coping response to the supervisors’ dark triad of personality: A protection motivation theory perspective," Journal of Business Research, Elsevier, vol. 142(C), pages 1077-1091.
    12. Han, Shuai & Chen, Hong & Stemn, Eric & Owen, John, 2019. "Interactions between organisational roles and environmental hazards: The case of safety in the Chinese coal industry," Resources Policy, Elsevier, vol. 60(C), pages 36-46.

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