当前位置: X-MOL 学术J. Hosp. Tour. Manag. › 论文详情
Our official English website, www.x-mol.net, welcomes your feedback! (Note: you will need to create a separate account there.)
Fostering quality customer service during Covid-19: The role of managers’ oral language, employee work engagement, and employee resilience
Journal of Hospitality and Tourism Management ( IF 7.629 ) Pub Date : 2022-09-08 , DOI: 10.1016/j.jhtm.2022.09.002
Md Karim Rabiul, Pornpisanu Promsivapallop, Rashed Al Karim, Md Ariful Islam, Ataul Karim Patwary

By integrating speech act and conservation of resources (COR) theories, the link between motivating language (ML) and commitment to quality customer service (CQCS) was tested. Furthermore, work engagement was introduced as a mediator and employee resilience as a moderator. Partial least squares-structural equation modelling (PLS-SEM) was applied to analyze the data collected from 424 employees in the hotel industry in Thailand. ML has direct and indirect effects on CQCS via employee work engagement. Employee resilience moderates the relationship between ML, work engagement, and CQCS. Overall, the findings indicate the use of ML, employee resilience, and engaged employees to generate CQCS in the hotel industry in Thailand. The study's novelty is that it provides greater insight into how ML, employee resilience, and engaged employees affect quality customer service in the hotel industry in Thailand. The findings contribute to COR and speech act theories by examining the direct outcomes of ML, i.e., CQCS, and how ML is more effective when employee resilience is a boundary condition. Practical and theoretical implications are described.



中文翻译:

在 Covid-19 期间培养优质客户服务:经理的口语、员工工作敬业度和员工韧性的作用

通过整合言语行为和资源保护 (COR) 理论,测试了激励语言 (ML) 和对优质客户服务 (CQCS) 的承诺之间的联系。此外,工作投入被引入作为调解人,员工复原力作为调解人。应用偏最小二乘结构方程模型 (PLS-SEM) 分析从泰国酒店业 424 名员工收集的数据。ML 通过员工工作投入对 CQCS 产生直接和间接的影响。员工弹性调节 ML、工作投入和 CQCS 之间的关系。总体而言,研究结果表明使用 ML、员工复原力和敬业度的员工在泰国酒店业产生了 CQCS。该研究的新颖之处在于它提供了对机器学习、员工弹性、和敬业的员工会影响泰国酒店业的优质客户服务。通过检查 ML 的直接结果(即 CQCS)以及当员工弹性是边界条件时 ML 如何更有效,这些发现有助于 COR 和言语行为理论。描述了实践和理论意义。

更新日期:2022-09-11
down
wechat
bug