The present study examines the role of death anxiety as an important mechanism underlying the relationship between fear of Covid-19 and hotel frontline employees’ (FLEs) sense of work alienation. Importantly, the study proposes FLEs’ intrinsic spirituality as being a relevant boundary condition. Results, based on time-lagged survey data (three rounds, 2 weeks apart) from 203 FLEs in 91 hotels and analyzed using structural equation modeling, reveal that death anxiety mediates the association between fear of Covid-19 and work alienation. In addition, FLEs’ intrinsic spirituality moderates the direct relationship between fear of Covid-19 and death anxiety and the indirect relationship between fear of Covid-19 and work alienation, such that the relationships are weak when intrinsic spirituality is high (vs. low). The study offers several important suggestions that can help hospitality managers address FLEs’ sense of work alienation during traumatic conditions. Highlights Death anxiety mediates the relationship between fear of Covid-19 and work alienation. Intrinsic spirituality moderates the link between fear of Covid-19 and death anxiety. Intrinsic spirituality moderates the indirect fear of Covid-19-work alienation link. The findings can help hotel managers address FLEs’ sense of work alienation.
This study aims at exploring the influence of product design on customer engagement through self-determined needs satisfaction. This study used the survey method in three ways: (1) mall intercept approach, (2) email survey, and (3) survey through Wechat. The sample was collected from 500 customers of electronic products living in Xi’an, China. The data analysis is done through structural equation modeling. Findings show that perceived product design in terms of functional, esthetic, and symbolic design is positively related to self-determined needs (autonomy, relatedness, competence) satisfaction. Furthermore, results reveal that self-determined needs satisfaction has a positive influence on customer engagement. The moderation results show that prevention focused customers moderate the relationship between functional design and self-determined needs satisfaction. Whereas, promotion focused customers moderate the relationship between esthetic design and self-determined needs satisfaction. This study adds value to the self-determination theory by examining the link between product design dimensions and customer engagement through self-determined needs satisfaction. Furthermore, this study adds value to the existing literature on regulatory focus theory.
PurposeUsing the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study also tests FLEs’ role breadth self-efficacy (RBSE) as a theoretically relevant mediator and FLE trait mindfulness as an important moderator.Design/methodology/approachData were collected using time-lagged (three rounds, two weeks apart) from two sources (193 FLEs and 772 customers, who experienced a service failure). Structural equation modeling (Mplus, 8.6) was employed to analyze the data.FindingsThe results revealed that participative leadership was positively associated with FLEs service recovery performance, both directly and indirectly, via RBSE. The results also showed that FLE trait mindfulness moderated the link of participative leadership with RBSE and the indirect association of participative leadership with service recovery performance, via RBSE.Practical implicationsThis study suggests that organizational leaders who exhibit participative leadership behavior are valuable for organizations. By demonstrating such behaviors, they boost FLEs' RBSE, which in turn improves their service recovery performance.Originality/valueThe present work makes important contributions to the literature on service recovery performance by foregrounding two important yet overlooked antecedents (participative leadership and RBSE) of FLE service recovery performance. The present work also contributes to the nascent literature on the antecedents and outcomes of RBSE in service contexts.
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