Service improvisation as a double-edged sword

被引：4

作者：

Oh, Hyunghwa ^{[1
]}

Jang, Jichul ^{[2
]}

机构：

[1] Formerly Ryerson Univ, Toronto Metropolitan Univ, Ted Rogers Sch Hospitality & Tourism Management, 350 Victoria St, Toronto, ON M5B 2K3, Canada

[2] Kansas State Univ, Dept Hospitality Management, 1324 Lovers Lane, Manhattan, KS 66506 USA

来源：

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2023年 / 108卷

关键词：

Service improvisation; A double-edged sword; Service recovery; Emotional exhaustion; Creativity; DEMANDS-RESOURCES MODEL; RECOVERY PERFORMANCE; EMOTIONAL EXHAUSTION; ERROR MANAGEMENT; JOB DEMANDS; HOSPITALITY INDUSTRY; COWORKER SUPPORT; WORK; BURNOUT; IMPACT;

D O I：

10.1016/j.ijhm.2022.103367

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study explores a double edged-sword effect of service improvisation, considering both a positive (i.e., service recovery performance) and a negative (i.e., emotional exhaustion) outcome of service improvisation and proposing a way to minimize the negative outcome of service improvisation by testing the moderating effect of support for creativity. Using 550 frontline restaurant employees in the US, the results show that service improvisation is positively associated with service recovery performance and negatively associated with emotional exhaustion simultaneously. The negative link is mitigated by a group with high support for creativity. Theoretical and practical implications as well as recommendations for future research are discussed herein.

引用

页数：9

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