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Unveiling connections between organizational dimensions, employee performance and boundary-spanning behaviors: a study on perceived organizational support and perceived supervisory support

Jiaxin (Sylvia) Wang (School of Management, Tianjin Normal University, Tianjin, China, and)
Xiaoxiao Fu (Department of Tourism, Events and Attractions, Rosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USA)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 2 May 2024

202

Abstract

Purpose

This study aims to examine the influence of perceived organizational support (POS) on boundary-spanning behaviors (BSBs) among frontline employees in the hospitality industry. It also considered perceived supervisory support (PSS) as a moderating factor within a conceptual model.

Design/methodology/approach

Data were gathered from 651 full-time hospitality employees across 12 hotels in China. The analysis of the data used confirmatory factor analysis and structural equation modeling.

Findings

The findings revealed that POS influences hospitality boundary spanners’ BSBs, specifically external representation (ER), internal influence (II) and service delivery (SD). In addition, PSS moderates the relationship between POS and these frontline employees’ behaviors.

Practical implications

This study offers practical strategies for hospitality professionals to enhance frontline employees’ BSBs and foster supportive workplaces that drive employee excellence. These strategies encompass cultivating a supportive organizational culture, implementing supportive measures, fostering a sense of belonging among employees and ensuring supervisors’ well-being and competence in supporting their teams during daily interactions. These actions effectively motivate customer-contact employees to excel in their performance.

Originality/value

Fostering a helpful attitude in frontline employees is crucial for service firms’ success. Hospitality organizations must provide support to achieve this. Few studies have explored how organizational support contributes positively to the BSBs of customer-contact employees. This study goes beyond oversimplification and delves into the nuanced interplay between perceived support (POS and PSS) and hospitality frontline employees’ BSBs, focusing on ER, II and SD. The moderated mediating model enhances the understanding of support dynamics in the organizational context.

Keywords

Acknowledgements

Declaration of interests: The authors declare that they have no known competing financial interests or personal relationships that could have appeared to influence the work reported in this paper.

Funding: This work was supported by Tianjin Philosophy and Social Sciences Planning Project (Grand No. T JGL21-022).

Citation

Wang, J.(S). and Fu, X. (2024), "Unveiling connections between organizational dimensions, employee performance and boundary-spanning behaviors: a study on perceived organizational support and perceived supervisory support", International Journal of Contemporary Hospitality Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJCHM-10-2023-1573

Publisher

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Emerald Publishing Limited

Copyright © 2024, Emerald Publishing Limited

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