Title

Hospitality service climate, employee service orientation, career aspiration and performance: A moderated mediation model

Document Type

Journal Article

Publisher

Elsevier

Place of Publication

United Kingdom

School

School of Business and Law

Comments

Originally published as: 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. Available here.

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

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