ABSTRACT

Hospitality management research on the linkage between leadership commitment to service quality and employees’ brand citizenship behavior (BCB), especially that examining the moderation effect of cultural orientation, is still limited. Anchored in role modeling and social exchange theory, this paper investigates a model explaining the impact of leadership commitment to service quality on hotel employee BCB. Using a sample data of hotel employees in Vietnam, structural equation modeling reveals an indirect effect of leadership commitment to service quality on hotel employee BCB through two mediators of employee perceived internal customer support and employee perceived training support. Further, the influence of committed leadership to service quality on these two mediators is negatively moderated by employees’ power distance orientation. This paper extends extant literature by explicating the mechanisms through which leadership commitment to service quality affects employee BCB and offers important implications for hotel managers in promoting employee BCB.

摘要

酒店管理关于领导对服务质量承诺与员工品牌公民行为（BCB）之间联系的研究，尤其是检验文化导向的调节作用，仍然有限。本文以角色建模和社会交换理论为基础，研究了一个解释领导承诺对酒店员工 BCB 服务质量影响的模型。使用越南酒店员工的样本数据，结构方程模型通过员工感知内部客户支持和员工感知培训支持两个中介揭示了领导承诺对服务质量对酒店员工 BCB 的间接影响。此外，忠诚的领导对服务质量的影响对这两个中介者的影响受到员工权力距离取向的负面调节。