Driving Hospitality Frontline Employees' Boundary-spanning Behaviors: A Social Exchange and Role Theory Perspective

被引：18
作者：
Wang, Jiaxin [1 ]
Fu, Xiaoxiao [2 ]
Wang, Youcheng [2 ]
Wei, Fuxiang [1 ]
机构：
[1] Tianjin Normal Univ, Sch Management, Dept Mkt, Tianjin, Peoples R China
[2] Univ Cent Florida, Rosen Coll Hospitality Management, 9907 Universal Blvd, Orlando, FL 32819 USA
来源：
JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM | 2022年 / 23卷 / 02期
基金：
中国国家自然科学基金;
关键词：
Boundary-spanning behavior; perceived organizational support; frontline employees; hospitality industry; MECHANICAL TURK;
D O I：
10.1080/1528008X.2021.1871701
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The present study explores the antecedents of frontline employees' boundary-spanning behaviors in the hospitality industry. Based on social exchange theory and role theory, a conceptual model was built to explore how three dimensions of perceived organizational support (perceived supervisory support, internal communication, and training) cultivate frontline employees' boundary-spanning behaviors through job satisfaction and organizational commitment. Based on the analysis of 597 hospitality frontline employees in the United States, which were recruited through Amazon Mechanical Turk, this study shows the differential impacts of organizational support types on driving boundary spanning staff to effectively operate on the boundary. Theoretical and practical implications of the findings are articulated.
引用
收藏
页码：388 / 414
页数：27
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