In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees

Journal article


Lu, Vinh Nhat, Capezio, Alessandra, Restubog, Simon Lloyd D., Garcia, Patrick R. J. M. and Wang, Lu. (2016). In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees. Tourism Management. 56, pp. 8 - 19. https://doi.org/10.1016/j.tourman.2016.03.020
AuthorsLu, Vinh Nhat, Capezio, Alessandra, Restubog, Simon Lloyd D., Garcia, Patrick R. J. M. and Wang, Lu
Abstract

Research in tourism management is yet to examine the role of psychological contracts in shaping organizational identification and influencing service-oriented behaviors of frontline employees. Drawing upon psychological contract and social identity theories, we propose a theoretical model that links the two types of psychological contracts (relational vs. transactional psychological contracts) with organizational identification and service employees' in-role performance and organizational citizenship behaviors. Data collected from 199 matched frontline employee-coworker-supervisor triads in hotels show that while transactional psychological contracts were directly and negatively associated with supervisor-reported in-role performance and co-worker reported service-oriented citizenship behaviors, the relationship between relational psychological contracts and both types of service-oriented behaviors were positive and partially mediated by organizational identification. Our findings have important implications for tourism operators by highlighting the important role of different types of psychological contracts in the delivery of high quality service.

KeywordsService-oriented organizational citizenship behavior; Service-oriented in-role performance; Psychological contracts; Organizational identification
Year2016
JournalTourism Management
Journal citation56, pp. 8 - 19
PublisherElsevier Ltd
ISSN0261-5177
Digital Object Identifier (DOI)https://doi.org/10.1016/j.tourman.2016.03.020
Scopus EID2-s2.0-84978983300
Page range8 - 19
Research GroupPeter Faber Business School
Publisher's version
File Access Level
Controlled
Place of publicationUnited Kingdom
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https://acuresearchbank.acu.edu.au/item/89255/in-pursuit-of-service-excellence-investigating-the-role-of-psychological-contracts-and-organizational-identification-of-frontline-hotel-employees

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