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This paper aims to explore the role of ethical climate as an antecedent of polychronicity, then in turn the effect of polychronicity on frontline employees’ service innovative behaviours (SIBE) and error strain and the moderating role of organization mission fulfilment in these relationships in a hotel job context in Penang, Malaysia.

In the current study, the data were collected from 312 frontline employees in the survey premises. A partial least square approach of the structural equation modelling technique (PLS-SEM) was used to test the associations among study variables.

The study findings reveal that ethical climate had positive impact on polychronicity. Significantly, polychronicity made positive influence on SIBEs and negative influence on error strain. Organization mission fulfilment was found to boost the influence of ethical climate on polychronicity. Finally, while organization mission fulfilment was found to boost the positive influence of polychronicity on SIBEs, on the other hand, buffers the negative impact of polychronicity on error strain.

The present study procures implications for practitioners in terms of establishing ethical climate in work environment and maximizing the frontline employees’ SIBEs while minimizing error strain. In addition, this research procures valuable implications to apply efficient managerial tools and improve job results in the lodging industry context of Peninsular Malaysia.

This study by investigating the untested associations such as the influence of polychronicity on frontline employees’ SIBEs and error strain contributes to the related literature.

The purpose of this paper is to investigate the impact of polychronicity on frontline employees’ (FLEs) service recovery performance, perceived role overload, and work stress in a hotel work setting.

In this survey, a total number of 267 usable questionnaires were personally retrieved from a sample of full-time FLEs in the research location. The hypothesized relationships were tested using hierarchical regression analysis.

Results based on hierarchical regression analysis reveal that polychronicity had positive impact on service recovery performance and negative impact on role overload and work stress. Significantly, while education was found to be positively related to service recovery performance, on the other hand, age, education, and job tenure were found to be negatively related to role overload and work stress.

This paper provides implications for managers in terms of minimizing FLEs role overload and work stress and maximizing their service recovery performance. Also, this study provides useful guidelines to implement effective management practices and improve organizational outcomes within a hotel work setting.

Theoretically, the current study by examining the untried effects and relationships such as the effect of polychronicity on FLEs’ service recovery performance and work stress lends further contribution to the tourism and hospitality management literature.

The purpose of this paper is to investigate the impact of polychronicity and intrinsic motivation on frontline employees (FLEs)’ work-family conflict, and service recovery performance (SRP) in a service setting.

In this survey, a total number of 312 usable questionnaires were personally retrieved from FLEs in the research location. The hypothesized relationships were tested using hierarchical regression analysis. This paper presented an integrative model to test the aforementioned effects and relationships.

Polychronicity and intrinsic motivation had negative impact on work-family conflict and positive impact on SRP. Significantly, while gender was found to be positively related to work-family conflict, on the other hand, job tenure was found to be negatively related to work-family conflict.

This paper provides implications for managers in terms of minimizing the negative effects of work-family conflict and maximizing the FLEs’ SRP. Also, this study provides useful guidelines to implement effective management practices and improve organizational outcomes within the service setting of Peninsular Malaysia.

Theoretically, the current study by examining the untried effects and relationships such as the effect of intrinsic motivation on work-family conflict, the effect of polychronicity on FLEs’ work-family conflict and SRP lends further contribution to the related literature.