Antecedents and Consequence of Frontline Employees’ Commitment to Service Quality in Hotels : Proactivity, Organizational Learning Culture, Empowerment, and Job Efficacy

Lee, Kyoung Joo

doi:10.17549/gbfr.2018.23.4.23

Cited by 4 publications

(2 citation statements)

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“…Feigenbaum (1991) indicated that service quality is customers decision based on their realistic experience with the product/service, measured by customer requests. Lee (2018) tested an integrative framework that not only analyzes the positive personal outcome of ESQ (e-service quality), but also predicts it at both individual and organizational level. Based on a survey of employees in the front offices of hotels in Korea, this research highlights the job efficacy, or the self-confidence in the capability to perform job effectively, as a crucial consequence of ESQ.…”

Section: ⅱ Literature Reviewmentioning

confidence: 99%

Inspecting the Relationship among E-service Quality, E-trust, E-customer Satisfaction and Behavioral Intentions of Online Shopping Customers

Trần¹,

Vu²

2019

Glob Bus Financ Rev

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A B S T R A C TThe purpose of this study is to clarify whether there are relationships among the four key factors contributing to the success of e-business: e-service quality, e-trust e-customer satisfaction and behavioral intentions, thus make a conclusion and provide better understanding in the field of e-service and e-marketing. This study method used to evaluate and test the scale and theoretical model in the study is quantitative research with sample size N = 476 through the survey to deliver questionnaire directly to subjects. This study examined the scale by confirmatory factor analysis (CFA) and the model of theoretical research by structural equation modeling (SEM). The results of analysis and verification of measurement scales and theoretical research models show that the research scales achieve unidirectional, reliability, convergent validity and high discriminant validity. The hypotheses are accepted at 95% reliability. The study has discovered the new indirect and positive impact of e-service quality on behavioral intentions through mediators e-trust and e-customer satisfaction, as well as other sub relationships, which can be used as foundation for future researches. At the end, managerial implications and recommendations plus contributions are proposed for e-commerce firms, e-marketers and researchers.

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Section: ⅱ Literature Reviewmentioning

confidence: 99%

Inspecting the Relationship among E-service Quality, E-trust, E-customer Satisfaction and Behavioral Intentions of Online Shopping Customers

Trần¹,

Vu²

2019

Glob Bus Financ Rev

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“…Addressing the limitations, this research aims at deepening our understanding of the innovative IS use and tests the research model based on a survey of hotel front-desk employees. The frontline employees play a crucial role in defining the quality of customer service in hotels (Lee, 2018;Lee et al, 2018;Sihombing et al, 2017;Lee, 2016;Lee, 2014). Among various post-adoptive behaviors, this study focuses on the innovative IS use as it is one of the most advanced forms of user behavior (Lee et al, 2018).…”

Section: ⅰ Introductionmentioning

confidence: 99%

Understanding Innovative Information Systems (IS) Use of Frontline Employees in Hotels: Proactivity, Psychological Empowerment, Self-learning, and Service Quality Efficacy

Lee¹

2020

Glob Bus Financ Rev

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As hotels make huge investments in the information systems (IS) to improve operational efficiency and service quality, understanding the pattern of employees' IS behavior is crucial to gain a high return on the investment. Although the technology acceptance model (TAM) explained the early voluntary IS use, it has limitations to explain the variety of IS behaviors in the current mandatory context. Design/methodology/approach: Understanding the innovative information systems (IS) use as the most prominent behaviour patterns, this research proposes an integrative model to analyze the positive influence of the innovative IS behavior and to investigate its predictors. Based on a survey of 189 hotel front office employees, this study tests the research model by adopting the PLS-SEM. Findings: As a personal positive outcome of innovative IS use, this research focuses on the service quality efficacy of service providers. As a predictor at the individual and organizational level, this study shows the positive and significant influence of the proactive personality and the psychological empowerment on the innovative IS use. Furthermore, it also found the mediation effects of users' self-learning to elucidate the path of how the predictor variables lead to innovative IS applications. Research limitations/implications: This paper highlights the concept of innovative IS use and shows its importance in improving the hotel frontline employees' self-efficacy and the quality of services. Furthermore, it advises hotel management to select proactive employees, empower them, and promote self-learning activities to improve the innovative IS use. Future research will advance the literature by investigating the complex interactions of the key prediction variables. Originality/value: This research not only stresses the concept of the innovative IS behavior to improve the hotel operational efficiency and service quality, but also presents an integrative model that shows the predictors of innovative IS behavior and its impact on the hotel employees' self-confidence in their service ability.

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Exploring the core factors of online purchase decisions by building an E-Commerce network evolution model

Yang

Min

Xing

2022

Journal of Retailing and Consumer Services

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Antecedents and Consequence of Frontline Employees’ Commitment to Service Quality in Hotels : Proactivity, Organizational Learning Culture, Empowerment, and Job Efficacy

Cited by 4 publications

References 46 publications

Inspecting the Relationship among E-service Quality, E-trust, E-customer Satisfaction and Behavioral Intentions of Online Shopping Customers

Inspecting the Relationship among E-service Quality, E-trust, E-customer Satisfaction and Behavioral Intentions of Online Shopping Customers

Understanding Innovative Information Systems (IS) Use of Frontline Employees in Hotels: Proactivity, Psychological Empowerment, Self-learning, and Service Quality Efficacy

Exploring the core factors of online purchase decisions by building an E-Commerce network evolution model

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