The influence of leadership commitment to service quality on hotel employees’ brand citizenship behavior: A mediation and moderation analysis

Hung Trong Hoang, Nga Thi Thuy Ho, Ninh Nguyen

    Research output: Contribution to journalArticlepeer-review

    Abstract

    Hospitality management research on the linkage between leadership commitment to service quality and employees’ brand citizenship behavior (BCB), especially that examining the moderation effect of cultural orientation, is still limited. Anchored in role modeling and social exchange theory, this paper investigates a model explaining the impact of leadership commitment to service quality on hotel employee BCB. Using a sample data of hotel employees in Vietnam, structural equation modeling reveals an indirect effect of leadership commitment to service quality on hotel employee BCB through two mediators of employee perceived internal customer support and employee perceived training support. Further, the influence of committed leadership to service quality on these two mediators is negatively moderated by employees’ power distance orientation. This paper extends extant literature by explicating the mechanisms through which leadership commitment to service quality affects employee BCB and offers important implications for hotel managers in promoting employee BCB.

    Original languageEnglish
    Pages (from-to)369–395
    Number of pages27
    JournalJournal of Hospitality Marketing and Management
    Volume31
    Issue number3
    Early online dateSept 2021
    DOIs
    Publication statusPublished - Mar 2022

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