Background: The hospitality industry is deemed a great generator of global GDP and employment. However, high rates of voluntary turnover have gradually undermined global service organizations and brought huge losses to them. Nowadays, the hotel sector continues to be plagued by high turnover rates. Purpose: A research model investigating job attitudes (job satisfaction and organizational commitment) as mediators of the impact of psychological capital (PsyCap) on turnover intention and also examining position as a moderator between job attitudes and turnover intention was proposed and tested. Methods: This study collected data from 406 employees selected from four-star and five-star hotels in the southwest region of China. Online survey questionnaires and a purposive sampling technique were employed in this study. Structural equation modeling was utilized to evaluate the direct, mediating, and moderating effects. Results: The results showed that organizational commitment and job satisfaction fully mediated the association between PsyCap and turnover intention. Moreover, position played a moderating role on the effect of the aforementioned two job attitudes on turnover intention. Conclusion: The findings implied that hoteliers should focus on employees’ PsyCap and job attitudes in order to mitigate serious turnover issues in the hotel sector in China. Besides, the fact that position resulted in disparity impacts in the formation of turnover intention was evidenced.

ABSTRACT As an emerging construct, proactive customer service performance (PCSP) has been largely explored in recent years. However, previous research focusing on PCSP has been fragmented, each investigating the associations between a single or few selected antecedents and PCSP in the hospitality industry. The present study aims to meta-analytically examine the direction and magnitude of effect sizes of the relationships between PCSP and its main antecedents as well as the moderating effect of national culture in the hospitality context. A quantitative meta-analysis was conducted to test the hypotheses based on 17 antecedents and 42 independent studies (N=13,333). The antecedents of PCSP can be categorized into job attitudes, job strain, leader behaviors, performance, family context factor, workplace factors, positive psychological states, emotional labor and individual determinants. The results demonstrated that empowering leadership had the strongest impact on PCSP, followed by mindfulness and thriving at work. The results also indicated that national culture was a key moderator in the analysis. To the authors’ knowledge, this is the first meta-analysis to collect, synthesize and analyze the theoretical links between PCSP and its antecedents and moderator has also been verified. What’s more, this study has discussed future research directions for PCSP in hospitality. 作为一种新兴的构念, 主动性顾客服务绩效 (PCSP) 近年来得到了广泛的研究。然而, 以往对PCSP的研究一直是碎片化的, 每一项研究都调查了酒店业中单个或几个选定的前因变量与PCSP之间的关联。本研究旨在用元分析的方法检验酒店业背景下的PCSP与其主要前因变量之间关系的效应量的方向和大小, 以及国家文化的调节作用。基于17个前因变量和42项独立研究 (N=13333), 本文进行了定量元分析以检验假设。PCSP的前因变量可分为工作态度、工作压力、领导行为、绩效、家庭背景因素、工作场所因素、积极心理状态、情绪劳动和个人因素。 结果表明, 授权领导力对PCSP的影响最大, 其次是正念和工作繁荣。 结果还表明, 国家文化是重要的调节变量。 据作者所知, 这是第一个收集、综合和分析PCSP与其前因变量之间理论联系的元分析。此外, 本研究还探讨了PCSP在酒店业的未来研究方向。

The novel coronavirus (COVID-19) has inflicted unprecedented damage on the tourism industry. However, the psychological health fallout of COVID-19 on tour guides has not received empirical attention yet. Therefore, the present study aims to examine how psychological capital (PsyCap) improve tour guides’ psychological wellbeing (PWB), the mediating effects of work-family conflict (WFC), family-work conflict (FWC), work-family facilitation (WFF) and family-work facilitation (FWF), and the moderating effect of perceived organizational support (POS). For this quantitative research, the data were collected from 276 tour guides in China. The results indicate that PsyCap significantly mitigates two directions of work-family conflict and intensifies two directions of work-family facilitation in order to promote tour guides’ PWB. Furthermore, POS moderates the direct effects of two directions of conflict and facilitation on PWB and also moderates the indirect effects of PsyCap on the aforesaid outcome via two directions of conflict and facilitation. Theoretical and practical implications, limitations and future research directions are provided.

Introduction: The aim of this study is to explore the mediating effect of emotional exhaustion (EE) between core self-evaluations (CSE), person-job fit (PJ fit) and service recovery performance (SRP). The current research also examines whether organizational dehumanization (OD) moderates the relationship between two antecedents, EE and SRP.Methods: We collected time-lagged and multi-source data from star-rated hotels in three cities in China. In particular, direct supervisors of frontline employees (FLEs) rated their SRP (N = 32 supervisors and their 212 immediate employees). The hypotheses were gauged via PROCESS (version 3.4).Results: The results indicate that CSE and PJ fit alleviate FLEs’ EE, which subsequently advances their SRP. OD moderates the direct impact of two antecedents on EE and SRP. Moreover, OD moderates the indirect influence of two antecedents on SRP through EE.Discussion: The hospitality literature currently lacks an in-depth understanding of the underlying mechanism through which CSE and PJ fit affect FLEs’ SRP. This study incorporates EE as a mediator of the CSE’s and PJ fit’s impact on SRP, and to the authors’ knowledge, this is the first attempt to evaluate whether OD moderates the direct influence of CSE and PJ fit on SRP and the indirect impact of CSE and PJ fit on the aforementioned outcome via EE.