ABSTRACT By integrating job demand-resources and social learning theories, the mediation effects of work engagement between servant leadership and service-oriented behavior; and moderating effects of self-efficacy and high-performance work systems (HPWS) on the connection between servant leadership and work engagement were examined. Partial least squares was applied to analyze survey data of 381 customer-contact hotel employees from three cities in Cambodia. Servant leaders have a positive and significant influence on employee-level service-oriented behavior directly and indirectly via work engagement. Both HPWS and self-efficacy significantly and positively moderates the association of servant leadership and work engagement. Overall, findings indicated the importance of servant leadership, engaged employees, HPWS, and self-efficacy in fostering service-oriented behavior. The novelty of this study is the extension of job demand-resources and social learning theories by investigating the mediating role of work engagement and the combined moderating role of HPWS and self-efficacy. Practical and theoretical implications are described. 通过整合工作需求资源和社会学习理论, 研究了工作投入在服务型领导和服务型行为之间的中介作用; 此外, 还考察了自我效能感和高绩效工作系统(HPWS)对仆人领导与工作投入之间关系的调节作用. 偏最小二乘法用于分析柬埔寨三个城市381名顾客接触酒店员工的调查数据. 服务型领导通过工作投入直接或间接地对员工层面的服务导向行为产生积极而显著的影响. HPWS和自我效能感显著且积极地调节了仆人领导和工作投入的关联. 总的来说, 研究结果表明了仆人领导, 敬业的员工, HPW和自我效能感在培养服务导向行为方面的重要性.本研究的创新之处在于通过调查工作投入的中介作用以及HPWS和自我效能感的联合调节作用,扩展了工作需求学习描述.了实了实际和理论意义

Purpose: This study examines the mediation effects of leaders' communication competency in the link between leadership styles (i.e. servant and transactional leadership) and employees' work engagement.Design/methodology/approach: Cross-sectional survey data from 392 employees in 33 hotels in Bangladesh were collected. To analyze the data, structural equation modeling was adopted, and partial least squares (PLS) analysis was used.Findings: Results of PLS analysis revealed that servant leaders and leaders' communication competency positively influence employees' work engagement. In boosting employees' work engagement, communication competency is an important tool for servant leadership but not for transactional leadership.Practical implications: Hoteliers and managers may want to adopt a servant leadership style and develop effective leadership communication skills to increase employees' engagement at work.Originality/value: This study introduces communication competency as a mediating mechanism between leadership styles and work engagement in the hospitality industry.

The present study investigates the mediating role of corporate image and customer satisfaction between sustainability and loyalty. This study also examines the link between customer loyalty and word of mouth. A total of 210 guests from four- and five-star hotels in Bangladesh participated in the questionnaire survey. Economic, social, and environmental sustainability positively impact company image, customer satisfaction, and customer loyalty. Customer loyalty has a positive association with word of mouth. Corporate image partially mediates the relationship between the three aspects of sustainability and customer loyalty, while customer satisfaction only mediates the relationship between social sustainability and customer loyalty. The study’s findings contribute to the literature on corporate sustainability, corporate image, customer satisfaction, customer loyalty, and word of mouth by investigating the mediating effect of corporate image and customer satisfaction between hotel sustainability and customer loyalty relation.

This study examines the mediating role of psychological meaningfulness and safety between leadership styles and employee commitment to service quality (ECSQ) drawing on self-concept theory. A total of 446 hotel employees working in the hotel industry in Bangladesh participated in a cross-sectional survey. Partial least square results indicate that servant leaders have both direct and indirect effects on ECSQ through psychological meaningfulness and safety. Testing the mediating effect of each psychological condition according to self-concept theory reveals the differences between the servant and transactional leadership styles. Transactional leaders do not positively influence ECSQ directly, but do so through psychological meaningfulness, and not through psychological safety. The results of the study imply that hospitality professionals should concentrate on developing psychologically safe and meaningful work environments by inculcating the servant leadership style.

Purpose: Drawing on self-concept theory, this study evaluates the mediating effects of employees' psychological states on the relationship between human resources (HR) practices and employee engagement.Design/methodology/approach: Through random sampling, 434 customer-contact frontline employees from five-star hotels in Malaysia participated in the cross-sectional survey.Findings: The results produced by the Smart-PLS (partial least squares) indicate that HR practices positively and significantly influence employees' psychological states of safety, meaningfulness and availability. All these psychological states also exert positive influences on employee engagement (organisational and work engagement). Safety and availability mediate the links between HR practices and employee engagement, but not meaningfulness.Practical implications: HR practices and employees' psychological states are necessary in ensuring positive employee outcomes and improving customer service provision.Originality/value: The findings contribute to the further extension of self-concept theory and employee engagement by incorporating the mediating roles of employees' psychological states in the relationships between HR practices and employee engagement.研究目的: 以自我概念理論為依據，本研究擬評估僱員的心理狀態、如何在人力資源做法與員工敬業度之間的聯繫上起著仲介的效應。研究方法: 透過隨機抽樣法，434名在馬來西亞五星級酒店工作、接觸顧客的一線員工被選參與一個橫斷面調查。研究結果: 以SmartPLS (偏最小平方)取得的研究結果顯示、人力資源做法正面地影響著員工的安全感、工作給予的意義和感知的組織支援；而且，這些心理狀態，均會對員工的敬業度(對組織的自豪感及對工作的投入)起著正面的影響。另外，安全感和感知的組織支援在人力資源做法與員工敬業度之間的聯繫上、起著仲介之效應；唯工作給予的意義則沒有這個效應。研究的原創性: 研究結果進一步伸展了自我概念理論及員工敬業度方面的論述，這是由於本研究把員工心理狀態所扮演的中介角色，納入人力資源做法與員工敬業度的聯繫中。研究給予的啓示: 若要確保積極的員工成果及提供更佳的顧客服務，有效的人力資源做法和正面的員工心理狀態是不可或缺的。