TY - JOUR
T1 - The influence of leadership commitment to service quality on hotel employees’ brand citizenship behavior
T2 - A mediation and moderation analysis
AU - Hoang, Hung Trong
AU - Ho, Nga Thi Thuy
AU - Nguyen, Ninh
N1 - Funding Information:
This research is funded by Vietnam National Foundation for Science and Technology Development (NAFOSTED) under grant number 502.02-2018.33.
Publisher Copyright:
© 2021 Taylor & Francis Group, LLC.
PY - 2022/3
Y1 - 2022/3
N2 - 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.
AB - 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.
KW - brand citizenship behavior
KW - hotel employees
KW - internal customer support
KW - Leadership commitment to service quality
KW - training support
UR - http://www.scopus.com/inward/record.url?scp=85114407887&partnerID=8YFLogxK
U2 - 10.1080/19368623.2021.1970072
DO - 10.1080/19368623.2021.1970072
M3 - Article
AN - SCOPUS:85114407887
VL - 31
SP - 369
EP - 395
JO - Journal of Hospitality and Leisure Marketing
JF - Journal of Hospitality and Leisure Marketing
SN - 1050-7051
IS - 3
ER -