Zhang Zongguo, Yan Zhen
Qingdao Vocational and Technical College of Hotel Management, Qingdao, China.
North-Chiang Mai University, Chiang Mai, Thailand.
Front Psychol. 2024 Feb 21;15:1341717. doi: 10.3389/fpsyg.2024.1341717. eCollection 2024.
The aim of this study is to explore the mediating effect of emotional exhaustion (EE) between core self-evaluations (CSE), person-job fit (PJ fit) and service recovery performance (SRP). The current research also examines whether organizational dehumanization (OD) moderates the relationship between two antecedents, EE and SRP.
We collected time-lagged and multi-source data from star-rated hotels in three cities in China. In particular, direct supervisors of frontline employees (FLEs) rated their SRP ( = 32 supervisors and their 212 immediate employees). The hypotheses were gauged via PROCESS (version 3.4).
The results indicate that CSE and PJ fit alleviate FLEs' EE, which subsequently advances their SRP. OD moderates the direct impact of two antecedents on EE and SRP. Moreover, OD moderates the indirect influence of two antecedents on SRP through EE.
The hospitality literature currently lacks an in-depth understanding of the underlying mechanism through which CSE and PJ fit affect FLEs' SRP. This study incorporates EE as a mediator of the CSE's and PJ fit's impact on SRP, and to the authors' knowledge, this is the first attempt to evaluate whether OD moderates the direct influence of CSE and PJ fit on SRP and the indirect impact of CSE and PJ fit on the aforementioned outcome via EE.
本研究旨在探讨情绪耗竭（EE）在核心自我评价（CSE）、个人-工作匹配度（PJ匹配）与服务补救绩效（SRP）之间的中介作用。本研究还考察了组织去人性化（OD）是否会调节EE和SRP这两个前因变量之间的关系。
我们从中国三个城市的星级酒店收集了滞后性和多源数据。具体而言，一线员工（FLE）的直接上级对他们的SRP进行了评价（32名上级及其212名直属员工）。研究假设通过PROCESS（版本3.4）进行检验。
结果表明，CSE和PJ匹配减轻了FLE的EE，进而提高了他们的SRP。OD调节了两个前因变量对EE和SRP的直接影响。此外，OD还调节了两个前因变量通过EE对SRP的间接影响。
目前，酒店行业文献对CSE和PJ匹配影响FLE的SRP的潜在机制缺乏深入了解。本研究将EE纳入作为CSE和PJ匹配对SRP影响的中介变量，据作者所知，这是首次尝试评估OD是否会调节CSE和PJ匹配对SRP的直接影响以及CSE和PJ匹配通过EE对上述结果的间接影响。
