How does occupational stigma and work dirtiness inhibit hotel front-line employees' proactive customer service performance and its solutions

被引：9

作者：

Lv, Xingyang ^{[1
]}

Zhang, Kexin ^{[1
]}

Song, Qi ^{[1
]}

Fu, Xiaoxiao ^{[2
]}

Liu, Yue ^{[3
]}

机构：

[1] Southwestern Univ Finance & Econ, Fac Business Adm, Sch Business Adm, Chengdu 611130, Sichuan, Peoples R China

[2] Univ Cent Florida, Rosen Coll Hosp Management, Orlando, FL 32819 USA

[3] Sichuan Univ, Business Sch, Chengdu 610065, Sichuan, Peoples R China

来源：

TOURISM MANAGEMENT | 2024年 / 104卷

关键词：

Perceived occupational stigma; Perceived work dirtiness; Proactive customer service performance; Monetary compensation; Spiritual support; Customer compliments; DIRTY WORK; FACE; SELF; RESOURCES; JOB; CONSERVATION; CHINESE; ROLES; DISIDENTIFICATION; SUSTAINABILITY;

D O I：

10.1016/j.tourman.2024.104932

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

Hotels strongly call for proactive customer service performance from their employees. However, two critical stressors - occupational stigma and work dirtiness - can harm employees' proactive performance. This study investigated the impact of these stressors on employees' proactive customer service performance and potential solutions from the external resource replenishment aspect of organizations and customers. The results showed that occupational stigma and perceived work dirtiness can inhibit front-line employees' proactive customer service performance by increasing their face concern and decreasing self-esteem. Additionally, this study found that organizations and customers can play a helpful role in mitigating the negative outcome of these stressors on front-line employees. Specifically, organizational monetary compensation and spiritual support can help alleviate the negative consequences of either occupational stigma or work dirtiness, while customer compliments are effective for dealing with both stressors. Based on the findings, this study provided theoretical contributions, practical implications, and suggestions for potential research.

引用

页数：16

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