Research about the impact of the CEO's personality on firm-level outcomes has been ambiguous, partly because the underlying mechanisms remain largely unexplored. Given that the individuals most strongly influenced by a firm's CEO are the top management team (TMT) members, this study focuses on the CEO-TMT interface as a salient intervening relationship. We hypothesize that CEO personality traits of extraversion and openness to experience would influence firm performance indirectly through TMT behavioral integration (TMT teamness). Using multisource survey data from 138 small-to medium-sized firms, we test and find general support for a mediation model in which the CEO's personality traits are positively related to TMT behavioral integration, which, in turn, enhances firm performance. Limitations and implications for future research are also discussed.
Little is known about how guests respond to a hotel based on the way they perceive management's treatment of staff. This study suggests that during their stay at the hotel, the more guests witness episodes where staff members are fairly treated, the more they will display (a) satisfaction with hotel service and (b) customer citizenship behaviour directed at the hotel as a whole. It then suggests that (c) service satisfaction serves as a mediator to explain why justice perceptions would lead guests to citizenship behaviour. Data were collected from 343 guests in seven sampled hotels in the Canary Islands (Spain). Results provide support for the effects of justice on citizenship and partial mediation. Given that guests’ citizenship helps the hotel to function, the results warn managers about ‘looking the other way’ or getting involved in episodes of employee mistreatment. In addition, the support for service satisfaction as a mediator suggests that by striving to achieve management's fair treatment of staff, managers also communicate to guests that they aim to provide satisfactory service and, therefore, are deserving of their help.
Contrary to conventional wisdom, loyalty may be a driver of hotel guests' favorable behavior when they are satisfied with a hotel's service recovery effort. Instead of having satisfaction with service recovery directly influencing guests' supportive actions, loyalty acts as a precondition to consumers' positive citizenship behavior. Moreover, the factors that drive such favorable behavior may be independent of those that cause guests to offer favorable word of mouth after a hotel stay. Based on a study of 288 guests in seven high-end hotels in Spain's Canary Islands, satisfaction with service recovery has a direct effect on loyalty, which in turn has a strong effect on customer citizenship behaviors. However, loyalty plays its mediating role only on the effects of satisfaction with service recovery on favorable citizenship behavior. That is, the fact that a guest is loyal helps to explain why a guest decides to help the hotel after satisfactory service recovery. On the other hand, loyalty does not enter into the equation when a guest is not happy with the service recovery and elects to behave dysfunctionally, including trashing the room.
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