Xie Chaowu, Zhang Jiangchi, Chen Yanying, Morrison Alastair M
Huaqiao University, College of Tourism, Quanzhou 362021, Fujian, China.
Jimei University, College of Business Administration, Xiamen 361023, Fujian, China.
Tour Manag Perspect. 2023 Mar;46:101087. doi: 10.1016/j.tmp.2023.101087. Epub 2023 Jan 31.
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-shaped, 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.
在重大危机期间酒店员工复原力的影响缺乏充分的实证研究。本研究旨在构建一个概念模型，以信念恢复为中介变量、挑战压力源和感知风险为调节变量，探讨酒店员工复原力对离职意向和服务质量的影响。在新冠疫情背景下，对中国东南部、东北部、中部和西部的28家星级酒店（包括两家三星级、十五家四星级和十一家五星级酒店）的运营部门（如前台、餐饮、客房）和行政部门（如人力资源、销售、财务）进行了问卷调查。共收集到1318份有效问卷。结果表明：（1）员工复原力对员工服务质量有正向预测作用，对离职意向有负向预测作用；（2）信念恢复部分中介了员工复原力对服务质量和离职意向的影响；（3）感知风险和挑战压力源在复原力的影响中具有多种调节作用（如U型、线性），它们是影响员工复原力作用的重要外部和内部情境因素。本研究揭示了重大危机期间酒店员工复原力的影响及情境条件，为制定酒店危机应对策略提供了理论依据。
