Hospitality service climate, employee service orientation, career aspiration and performance: A moderated mediation model
Document Type
Journal Article
Publication Title
International Journal of Hospitality Management
Publisher
Elsevier
Place of Publication
United Kingdom
School
School of Business and Law
RAS ID
25270
Abstract
This study tested a moderated mediation model involving hospitality employees’ service climate perception, service orientation, career aspiration and service performance. Using a sample of 500 frontline service employees in ten restaurants of a hospitality chain company in China, the study found that employees’ service orientation partially mediated the relationship between service climate and self-reported/supervisor-reported service performance. Furthermore, career aspiration moderated the mediation effect of service orientation between service climate and self-reported service performance. However, such a moderating effect was not confirmed when service performance was measured by supervisors’ ratings. The study highlights the importance of employees’ service orientation and career aspiration in hospitality human resource management practices.
DOI
10.1016/j.ijhm.2017.07.012
Access Rights
subscription content
Comments
Li, Y., & Huang, S. S. (2017). Hospitality service climate, employee service orientation, career aspiration and performance: A moderated mediation model. International Journal of Hospitality Management, 67, 24-32. https://doi.org/10.1016/j.ijhm.2017.07.012