The effect of hotel employee resilience during COVID-19: The moderation role of perceived risk and challenge stressors

被引:29
作者
Xie, Chaowu [1 ]
Zhang, Jiangchi [1 ]
Chen, Yanying [2 ]
Morrison, Alastair M. [3 ]
机构
[1] Huaqiao Univ, Coll Tourism, Quanzhou 362021, Fujian, Peoples R China
[2] Jimei Univ, Coll Business Adm, Xiamen 361023, Fujian, Peoples R China
[3] Univ Greenwich, Business Sch, Mkt Events & Tourism, London, England
基金
中国国家自然科学基金;
关键词
Resilience; Belief restoration; Service quality; Turnover intentions; Self-determination theory; SELF-DETERMINATION THEORY; PSYCHOLOGICAL RESILIENCE; HINDRANCE STRESSORS; TRAIT RESILIENCE; WORK; BEHAVIOR; DISASTER; SCALE; MANAGEMENT; RESOURCES;
D O I
10.1016/j.tmp.2023.101087
中图分类号
F [经济];
学科分类号
02 ;
摘要
The effect of hotel employee resilience during major crises lacks sufficient empirical investigation. This research aimed to develop a conceptual model of hotel employee resilience effects on turnover intentions and service quality with belief restoration as mediation and challenge stressors and perceived risk as moderation variables. A questionnaire survey was conducted with 28 star-rated hotels (including two 3-star, fifteen 4-star, and eleven 5 -star hotels) in southeastern, northeastern, central, and western China against the background of the COVID-19 pandemic, and with operational (e.g., front office, food and beverage, housekeeping) and administrative (e.g., human resource, sales, finance) departments. A total of 1318 valid questionnaires were collected. The results showed that: (1) employee resilience predicted employee service quality positively and turnover intentions negatively; (2) belief restoration partially mediated the impact of employee resilience on service quality and turnover intentions; and (3) perceived risk and challenge stressors had diverse moderation effects (e.g., U-sha-ped, linear) in the impacts of resilience, and they were important external and internal situational factors that influenced the impact of employee resilience. This research revealed the effects and situational conditions of hotel employee resilience during a major crisis, which provides a theoretical basis for establishing hotel crisis response strategies.
引用
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页数:14
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