Shum Cass, Ghosh Ankita
William F. Harrah College of Hospitality, University of Nevada Las Vegas, 4505 Maryland Parkway Box 456013, Las Vegas, NV 89154-6021, USA.
Int J Hosp Manag. 2022 May;103:103225. doi: 10.1016/j.ijhm.2022.103225. Epub 2022 Apr 19.
The COVID-19 pandemic makes restaurants implement new safety rules. However, because of consumers' and employees' resistance, employees may break these rules to improve the service experience. This paper examines how employees' prosocial safety-rule-breakings (PSRB) affect consumer satisfaction. We propose that PSRB has two competing effects on consumers' (including both requesters and bystanders) satisfaction via the mediating roles of service performance and perceived safety. We tested our proposed model in two experiments, adopting a 2 (Consumer role: Requesters vs. Bystanders) × 2 (PSRB level: Low vs. High) between-subject experimental design. Our findings suggest that PSRB has a strong negative relationship with bystanders' service performance rating. PSRB harms both requesters' and bystanders' perceived safety. PSRB reduces consumer satisfaction, and the relationship is stronger for bystanders (vs. requesters). This study demonstrates the importance for hospitality organizations to ensure safety rule compliance during and after the pandemic.
新冠疫情使得餐厅实施新的安全规定。然而，由于消费者和员工的抵触情绪，员工可能会违反这些规定以提升服务体验。本文探讨员工的亲社会型安全违规行为（PSRB）如何影响消费者满意度。我们提出，PSRB通过服务表现和感知安全的中介作用，对消费者（包括请求者和旁观者）的满意度产生两种相互竞争的影响。我们在两个实验中测试了我们提出的模型，采用2（消费者角色：请求者与旁观者）×2（PSRB水平：低与高）组间实验设计。我们的研究结果表明，PSRB与旁观者的服务表现评分呈强烈负相关。PSRB损害了请求者和旁观者的感知安全。PSRB降低了消费者满意度，且这种关系在旁观者（相对于请求者）中更强。本研究表明，酒店企业在疫情期间及之后确保安全规定的遵守非常重要。
