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首页> 外文期刊>International Journal of Contemporary Hospitality Management >Fuel the service fire: The effect of leader humor on frontline hospitality employees' service performance and proactive customer service performance
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Fuel the service fire: The effect of leader humor on frontline hospitality employees' service performance and proactive customer service performance

机译：促进服务火灾：领导者幽默对前线款待员工服务性能和主动客户服务表现的影响

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摘要

PurposeDrawing from self-determination theory, this study aims to examine the effect of leader humor on frontline hospitality employees' service performance and proactive customer service performance (PCSP) via harmonious passion (HP) for work with employee neuroticism as the moderating mechanism.Design/methodology/approachThis study controlled for the nested effect and tested all the hypotheses with Mplus 7.0 using a time-lagged three-wave survey of 232 Chinese supervisor-subordinate dyads.FindingsThe results indicated that leader humor promotes frontline hospitality employees' service performance and PCSP by enhancing their HP. Furthermore, neuroticism was shown to strengthen the direct impact of leader humor on employee HP and its indirect impact on employee service performance and employee PCSP through HP.Originality/valueFirst, this research contributes to the leader humor literature through exploring its impact on the service performance and PCSP of frontline hospitality employees. Second, this research develops a new framework to explain the leader humor-employee service outcomes relationship using self-determination theory. Finally, the focus on the moderating role of neuroticism helps to explain the "when" question of leader humor.
机译：本研究旨在从自决理论中汲取，旨在通过和谐的激情（HP）来研究领导者幽默对前线招待员工服务绩效和主动客户服务绩效（PCSP）的效果，以与员工神经质为主的审核机制.Design/方法/方法是使用Mplue 7.0的嵌套效果控制的研究，使用了232名中国主管从属二级Dyads的时间滞后7.0来测试.Findingsthe结果表明，领导者幽默促进了前线招待员工的服务性能和PCSP加强他们的惠普。此外，显示神经质症，加强领导人幽默对员工惠普的直接影响，并通过HP.originality / ValueFirst对员工服务绩效和员工PCSP的间接影响，这项研究通过探索其对服务绩效的影响，为领导者幽默文献带来了贡献和PCSP的前线款待员工。其次，这项研究开发了一种新的框架，以解释使用自决理论的领导者幽默员工服务成果关系。最后，重点关注神经质的调节作用有助于解释“当领导者幽默的问题”。

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