Pan Cuicui, Choi Hyung-Min
Department of Hotel and Tourism Management, The Graduate School, Youngsan University, Haeundae Campus, Busan 48015, Republic of Korea.
Department of Foodservice Management, College of Hotel and Tourism, Youngsan University, Haeundae Campus, Busan 48015, Republic of Korea.
Behav Sci (Basel). 2024 Aug 24;14(9):736. doi: 10.3390/bs14090736.
Smooth and effective interactions between customers and customer-contact employees are important for building seamless service delivery. The present study examined the influence of customer courtesy on customer-contact employees' prosocial service behavior. Additionally, the mediating role of organization-based self-esteem and the moderating role of focus of attention at work are investigated. Data were collected from 401 customer-contact employees from the South Korean hospitality industry. The results demonstrated that customer courtesy positively influenced prosocial service behavior, and organization-based self-esteem mediated this relationship. Furthermore, employees' focus of attention at work moderated the relationship between customer courtesy and organization-based self-esteem, such that the relationship was stronger for employees with a high focus of attention. Similarly, the focus of attention also moderated the relationship between organization-based self-esteem and prosocial service behavior. The findings have important theoretical and practical implications by demonstrating the role of external resources to promote prosocial service behavior.
客户与客户接触员工之间顺畅而有效的互动对于构建无缝服务交付至关重要。本研究考察了客户礼貌对客户接触员工亲社会服务行为的影响。此外，还探讨了基于组织的自尊的中介作用以及工作注意力焦点的调节作用。数据收集自韩国酒店业的401名客户接触员工。结果表明，客户礼貌对亲社会服务行为有积极影响，且基于组织的自尊在这一关系中起中介作用。此外，员工的工作注意力焦点调节了客户礼貌与基于组织的自尊之间的关系，即对于注意力高度集中型员工而言，二者关系更强。同样，注意力焦点也调节了基于组织的自尊与亲社会服务行为之间的关系。这些发现通过揭示外部资源在促进亲社会服务行为方面的作用，具有重要的理论和实践意义。
