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Based on the resource conservation theory, this research paper aims to evaluate the positive impact of customer orientation on frontline employees' emotional exhaustion and the moderating effects of customer incivility and supervisor monitoring.

Two-wave data from 484 frontline employees in power supply business halls were analyzed. This study used AMOS 23.0, SPSS22.0 and PROCESS macro for data statistics and analysis.

Our empirical research demonstrates that customer orientation has a significant positive impact on frontline employees' emotional exhaustion. At the same time, supervisor monitoring moderates the relationship between customer orientation and emotional exhaustion. The higher the interactional or observational monitoring, the stronger customer orientation's effect on frontline employees' emotional exhaustion. Moreover, a three-way interaction model exists between customer orientation, customer incivility and supervisor monitoring.

This study yields practical implications for helping the frontline employees of service-oriented organizations alleviate multiple interpersonal workplace pressures.

Based on resource conservation theory, this paper used a novel approach to focus on customer orientation, customer incivility and supervisor monitoring as interpersonal stressors.

This study aims to test the relationship between emotional labor and service quality of the frontline employees of Chinese restaurants during the coronavirus disease pandemic (COVID-19). This study further investigated the mediating role of work fatigue (WF) and the moderating role of supervisor–subordinate Guanxi (SSG).

The authors used a time-lag approach to gather data from a sample of 365 frontline staff members working in Chinese restaurants. All hypotheses were tested using SPSS and AMOS.

First, restaurant frontline employees’ deep acting was associated with higher service quality, whereas surface acting leads to lower service quality. Second, WF mediated the relationship between emotional labor and service quality. Third, SSG moderated the impact of emotional labor on WF during COVID-19.

All variables measured in this study were self-reported by restaurant frontline employees, which may increase the risk of common-method bias. However, this study enriches the literature on emotional labor, WF and SSG during COVID-19.

COVID-19 has severely affected the hotel, restaurant and catering sector and especially the psychological state and the work performance of frontline employees. Restaurant managers should implement some measures to improve employees’ service quality during COVID-19.

The present findings show that restaurant frontline employees adopted various emotional labor strategies when they were faced with higher than usual job demands and the risk of infection during COVID-19.

This study motivated by humanistic care aims to identify hospitality frontline employees’ alienation in Taiwan during the COVID-19 pandemic, and based on the job demands-resources (JD-R) model, the mediating role of alienation between job characteristics and organizational citizenship behavior (OCB) is discussed.

The authors drew on the JD-R model to delineate the mechanisms by which job demands (including emotional dissonance and work–home conflict) and job resources (including job support, training and possibility for career development) affect OCB through employees’ alienation. This study adopted snowball sampling and purposive sampling to conduct a questionnaire survey aimed at Taiwanese hospitality frontline employees. A total of 373 valid questionnaires were retained, and structural equation model was used to test the research hypotheses.

The results revealed that job demands of emotional dissonance and work–family conflict positively affect alienation; job resources of job support, training and possibility for career development negatively affect alienation; alienation negatively affects OCB; and alienation mediates the relationship between job characteristics and OCB fully.

Considering that alienation plays a full mediating role between job characteristics and organizational outcomes, this study put forward specific suggestions on how to increase job resources and reduce job demands to weaken alienation and further improve organizational performance in management practices. And practical implications were provided to help hospitality human resource management deal with the issue of talents retention. In addition, “work authenticity” should be introduced as a mediator in the future research. “Work authenticity” reflects employees’ positive working life state and is the opposite of “alienation.” The effectiveness of employees’ positive and negative working life state in communicating job characteristics and organizational outcomes can be compared.

The specific alienation experience of hospitality frontline employees is defined. Moreover, by introducing the alienation theory, this study demonstrates the health impairment path of JD-R model and suggests that job characteristics affect OCB through the full mediation of alienation.

本研究以人文关怀为动机, 明确了COVID-19疫情期间台湾酒店一线员工的异化状态, 并基于工作需求-资源理论模型, 探讨了异化在工作特性与组织公民行为之间发挥的中介作用。

笔者运用工作需求-资源模型以阐释工作需求（包括情绪失调和工作-家庭冲突）和工作资源（包括工作支持、培训和职业发展潜能）透过员工的异化影响组织公民行为的机制。本研究采用滚雪球抽样和目的性抽样的抽样方式, 对台湾酒店一线员工开展问卷调查; 留存有效问卷373份, 并采用结构方程模型对研究假设进行检验。

本研究揭示了情绪失调和工作-家庭冲突的工作需求正向影响异化; 工作支持、培训和职业发展潜能的工作资源对异化产生负面影响; 异化对组织公民行为产生负面影响; 异化在工作特性与组织公民行为的关系中起完全中介作用。

综合异化在工作特性与组织成果之间起着完全的中介作用, 本研究就管理实践中如何增加工作资源和减少工作需求以减弱异化并进一步提高组织绩效提出了具体建议, 以此帮助酒店人力资源管理部门处理留住人才的问题。此外, 应引入反映员工积极工作状态的“工作真实性”（即“异化”的对立面）作为中介, 比较员工积极和消极工作状态在沟通工作特性和组织成果上的有效性。

本研究明确了酒店一线员工具体的异化体验。此外, 透过引入异化理论, 本研究实证了工作需求-资源模型的健康损害路径, 并揭示了工作特性通过异化的完全中介作用影响组织公民行为。

Este estudio motivado por la atención humanística identificó la alienación de los empleados de primera línea de la hostelería en Taiwán durante la pandemia de COVID-19 y, basándose en el modelo de exigencias laborales-recursos (JD-R), se analizó el papel mediador de la alienación entre las características laborales y el comportamiento de ciudadanía organizacional fue discutido.

Nos basamos en el modelo JD-R para delinear los mecanismos por los que las exigencias del puesto de trabajo (incluida la disonancia emocional y el conflicto entre el trabajo y el hogar) y los recursos del puesto de trabajo (incluido el apoyo laboral, la formación y la posibilidad de desarrollo profesional) afectan a la organización. Del comportamiento ciudadano (OCB) a través de la alienación de los empleados. Este estudio adoptó el muestreo de bola de nieve y el muestreo intencional para realizar una encuesta por cuestionario dirigida a los empleados de primera línea de la hostelería taiwanesa. Se obtuvieron 373 cuestionarios válidos y se utilizó un modelo de ecuaciones estructurales para probar las hipótesis de la investigación.

Los resultados revelaron que las demandas laborales de disonancia emocional y conflicto trabajo-familia afectan positivamente a la alienación; los recursos laborales de apoyo al trabajo, formación y posibilidad de desarrollo profesional afectan negativamente a la alienación; la alienación afecta negativamente al comportamiento de ciudadanía organizacional; la alienación media totalmente la relación entre las características laborales y el comportamiento de ciudadanía organizacional.

Teniendo en cuenta que la alienación desempeña un papel mediador total entre las características del puesto de trabajo y los resultados organizativos, este estudio presentó sugerencias específicas sobre cómo aumentar los recursos del puesto de trabajo y reducir las exigencias del mismo para debilitar la alienación y mejorar aún más el desempeño organizacional en las prácticas de gestión. Y se aportaron implicaciones prácticas para ayudar a abordar la cuestión de retención de talentos en la gestión de los recursos humanos en la hostelería. Además, la “autenticidad del trabajo” debería introducirse como mediador en la investigación futura. La “autenticidad laboral” refleja el estado de vida laboral positivo de los empleados y es lo contrario de la “alienación”. Se puede comparar la eficacia del estado de vida laboral positivo y negativo de los empleados en la comunicación de las características del trabajo y los resultados organizacionales.

Se define la experiencia específica de alienación de los empleados de primera línea de la hostelería. Además, mediante la introducción de la teoría de la alienación, este estudio demuestra la trayectoria de deterioro de la salud del modelo JD-R, y sugiere que las características del puesto de trabajo afectan al comportamiento de ciudadanía organizacional a través de la mediación total de la alienación.

This article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role of employees. This focus complements the Marketing discipline’s heavy emphasis on customers, largely true of service research, overall.

Ten OB/HRM frameworks/perspectives are applied to analyzing the roles of people (with a focus on employees and modest consideration of customers as “partial” employees who co-create value) in a service organization context. Also, commentary is offered on how the frameworks relate to six key themes in contemporary service research and/or practice. The article concludes with five reflections on the role and status of employees in service research—past, present and future.

Employee roles in evolving service contexts; participation role readiness of both employees and customers; role stress in participating customers; an employee “empowered state of mind”; an emphasis on internal service quality; “strong” HRM systems link individual HRM practices to firm performance; service-profit chain with links to well-being of employees and customers; a sociotechnical system theory lens on organizational frontlines (OF); service climate as an exemplar of interdisciplinary research; emotional labor in both employees and customers; the Human Experience (HX); specification of employee experience (EX).

Service remains very much about people who still guide organizational design, develop service strategy, place new service technologies and even still serve customers. Also, a people and organization-based competitive advantage is tough to copy, thus possessing sustainability, unlike with imitable technology.

This research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR theory and past literature on misbehaving customers and their effects on customer-facing employees.

The proposed model was assessed using a survey of 840 frontline retail, restaurant, service and caregiving employees and their reactions to the issue of misbehaving customers (i.e. rule breaking and/or rude customers).

FLEs' perceived frequency of customer rule violations, FLEs' concerns with misbehaving customers and FLEs' concerns with enforcing rules with these customers increased FLEs' burnout due-to-customers, while FLEs' customer orientation decreased it. Interactions among several antecedents were found relative to their effects on burnout. Burnout due-to-customers decreased FLEs' organizational commitment and increased quitting intentions. Additionally, this burnout mediated the relationships between our studied antecedents and job outcome variables (either partially or fully), with organizational commitment also mediating the relationship between burnout and quitting intentions.

The impact of FLEs' concerns relative to customers' rule breaking, which has not been previously addressed, is shown to increase FLEs' burnout due-to-customers, while FLEs' customer orientation buffered and reduced burnout, with frequency of violations interacting with several antecedents, and ultimately affecting burnout and several dependent variables—organizational commitment and quitting intentions. These FLE rule violation and enforcement concerns, captured at the height of the pandemic, are new variables to the literature. These issues have important implications for managers as to their treatment and training of FLEs in the future.

Drawing on the socially embedded model of thriving and the idiosyncrasy credit model of leadership, this study aims to develop a moderated mediation model to investigate the roles that are thriving at work and leader competency play in the link between leader humility and creative service performance (CSP) of hospitality frontline service employees (FSEs).

To test the moderated mediation model, the authors applied a time-lagged research design and collected multi-source data from locally owned, star-rated hotels headquartered in the capital city of Pakistan. The authors collected the multi-source data at three different points in time from employees and their respective supervisors (N = 52 managers and their 312 immediate employees).

The results denote that leader humility positively impacts CSP, thriving at work mediates this impact and leader competency not only moderates the connection between leader humility and thriving at work but also magnifies the indirect association between leader humility and CSP via thriving at work.

The moderated mediation framework based on the socially embedded model of thriving and the idiosyncrasy credit model of leadership will benefit future researchers and practitioners while exploring the impact of leader humility (LH) on FSEs’ CSP in the hospitality context.

The fundamental contribution of this study is developing and testing a research model that concentrates on the effects of leader humility on FSEs’ CSP. Moreover, by receiving support on the mediating role of thriving, this research further sheds light on how subordinates under the leader with humility demonstrate high CSP. In addition, the moderating role of leader competency found in this study further highlights that leader effectiveness depends on the degree to which employees perceive their leader as competent.

This study aims to develop and test an integrative model that examines the effects of customization and perceived employee authenticity on customer delight, which in turn influences customers’ willingness to recommend (WTR) and willingness to pay a premium (WTPP) as outcomes in a hotel context. The moderating role of online review valence in this process is also examined.

This study adopts a 2 (customization: low vs high) × 2 (perceived employee authenticity: low vs high) × 2 (online review valence: negative vs positive) experimental design. A total of 409 US consumers were recruited and randomly assigned to a hotel check-in scenario. Partial least squares structural equation modeling was used to test the hypothesized relationships.

Findings confirmed the role of customer delight in mediating customization and employee authenticity on WTR and WTPP. In addition, perceived employee authenticity was a stronger driver of customer delight for consumers exposed to negative online reviews than for those exposed to positive reviews.

The findings provide useful guidance in designing efficient service strategies for generating a delightful customer experience. Hotel practitioners should provide customized services and manage employees in a way that helps them deliver authentic services that achieve customer delight. Understanding that customer expectations formed through online reviews play a significant role in service evaluations, hotel managers make an extra effort to monitor online reviews and manage customer expectations.

Although existing research suggests that customer delight plays an important role in positive consumer outcomes, there is still potential space to explore the theoretical mediational mechanisms underlying this effect and the moderating effect on this relationship between customer delight and consumer responses. This study contributes by testing the moderating impact of online review valence and the mediating impact of customer delight.

Many manufacturers are exploring adopting smart technologies in their operations, also referred to as the shift towards “Industry 4.0”. Employees' contribution to high-tech initiatives is key to successful Industry 4.0 technology adoption, but few studies have examined the determinants of employee acceptance. This study, therefore, aims to explore how managers affect employees' acceptance of Industry 4.0 technology, and, in turn, Industry 4.0 technology adoption.

Rooted in the unified theory of acceptance and use of technology model and social exchange theory, this inductive research follows an in-depth comparative case study approach. The two studied Dutch manufacturing firms engaged in the adoption of Industry 4.0 technologies in their primary processes, including cyber-physical systems and augmented reality. A mix of qualitative methods was used, consisting of field visits and 14 semi-structured interviews with managers and frontline employees engaged in Industry 4.0 technology adoption.

The cross-case comparison introduces the manager's need to adopt a transformational leadership style for employees to accept Industry 4.0 technology adoption as an organisational-level factor that extends existing Industry 4.0 technology user acceptance theorising. Secondly, manager's and employee's recognition and serving of their own and others' emotions through emotional intelligence are proposed as an additional individual-level factor impacting employees' acceptance and use of Industry 4.0 technologies.

Synthesising these insights with those from the domain of Organisational Behaviour, propositions were derived from theorising the social aspects of effective Industry 4.0 technology adoption.

The purpose of this paper is to propose a research model in which coworker service sabotage influences hospitality employees’ service creativity via work engagement. It also aims to test the moderating effect of sensitivity to the interpersonal mistreatment of others (SIMO).

A time-lagged questionnaire study was performed in hotels in China. The hypotheses were tested via hierarchical multiple regression.

Coworker service sabotage is indirectly associated with hospitality employees’ service creativity via work engagement. The trait of SIMO buffers the harmful effect of coworker service sabotage.

Although our research design helps mitigate common method bias, it could still exist. Other coworker behaviors that might influence employees were not included in this research. The findings may also be biased due to the restricted sample from China.

Hospitality organizations should take measures to curb service sabotage. Organizations could also provide supportive resources to suppress the negative impacts of coworker service sabotage. Moreover, organizations should motivate those low in SIMO to care more about customers.

The research takes the lead in investigating the outcomes of service sabotage from a third-party perspective. Work engagement is identified as the mechanism for transmitting the impact of coworker service sabotage to employees. Moreover, a new moderator that attenuates the negative effects of coworker service sabotage is found.

Quality failures in grid infrastructure construction would cause large-scale collapses in power supply and additional expenditures by reworks and repairs. Learning from quality failures (LFQF) extracts experience from previous quality events and converts them into preventive measures to reduce or eliminate future construction quality issues. This study aims to investigate the influence factors of LFQF in the construction of grid infrastructure.

The related factors of LFQF, including quality management (QM) practices, quality rectification, and individual learning, were identified by reviewing literature about organizational learning and extracting experience from previous failures. A questionnaire survey was distributed to the grid companies in North, Northeast, Northwest, East, Central, and Southwest China. 381 valid responses collected and analyzed using structural equation modeling (SEM) to test the influence of these factors on LFQF.

The SEM results support that QM practices positively affect individual learning and LFQF. Quality rectification indirectly impacts LFQF via individual learning, while the results did not support the direct link between quality rectification and LFQF.

The findings strengthen practical insights into extracting experience from poor-quality issues and continuous improvement. The contributory factors of LFQF found in this study benefit the practitioners by taking effective measures to enhance organizational learning capability and improve the long-term construction quality performance in the grid infrastructure industry.

Existing research about the application of LFQF still stays at the explorative and conceptual stage. This study investigates the related factors of LFQF, including QM practices, quality rectification, and individual learning, extending the model development of learning from failures (LFF) in construction QM.