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Article
Publication date: 29 August 2023

Yanhua Ye, Pei Liu and Linghan Zhang

Despite extensive research on the detrimental work-related impact of customer mistreatment, there has been limited investigation into the outcomes that encompass both positive and…

Abstract

Purpose

Despite extensive research on the detrimental work-related impact of customer mistreatment, there has been limited investigation into the outcomes that encompass both positive and negative connotations (i.e. unethical pro-organizational behavior [UPB]). This study aims to test whether, how and when daily customer mistreatment leads to hospitality employees’ daily UPB.

Design/methodology/approach

This study conducted a two-phase daily diary study. In the first phase, participants completed measures of their sense of power and provided demographic information. During the subsequent two-week period, participants completed questionnaires twice daily. The analysis included data from 87 hospitality employees, with 781 surveys remaining. This study performed multilevel analyses using Monte–Carlo simulations.

Findings

This study revealed that hospitality employees experiencing daily customer mistreatment exhibited heightened perceptions of status threats, resulting in increased daily UPB. The moderating effects of employees’ sense of power were found to be significant in both direct and indirect relationships.

Practical implications

Hospitality managers should recognize that customer mistreatment can threaten employees’ social status and result in daily UPB. To protect employees, implementing daily training programs is essential. Moreover, hotels and managers should provide HR management/recognition programs and empowerment initiatives to boost employees’ sense of power and counteract the harmful effects of customer mistreatment on their status.

Originality/value

This study makes contributions to the existing literature on customer mistreatment by establishing a positive relationship between daily customer mistreatment and daily UPB through the mechanism of status threat. Furthermore, thise study highlights the importance of enhancing hospitality employees’ sense of power as a protective factor against the negative consequences of customer mistreatment.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 2 August 2022

Yiping Jiang, Yanhua Chen and Xiaobo Chi

The practice of renovation and construction of university libraries is flourishing, but how to attract readers to use the library is an issue that urgently needs to be explored…

Abstract

Purpose

The practice of renovation and construction of university libraries is flourishing, but how to attract readers to use the library is an issue that urgently needs to be explored. Spatial cognition is a subjective judgment of a person's tendency to take action in the future and implies behavioral intention. Based on the sensory–image–cognition relationship, a theoretical model of university library readers' spatial cognition is conducted, and the influencing factors and mechanisms of spatial cognition are explored based on empirical data to provide theoretical references for spatial practices in university libraries.

Design/methodology/approach

A visual and art-based mental map approach is introduced based on a questionnaire survey. The questionnaire is mainly used for the specific evaluation of spatial use and the breakdown of the detailed elements, while the mental map method is mainly used for the evaluation of readers' spatial cognition. Relevant empirical data are collected from the library of the Zhejiang University of Technology.

Findings

The results indicate that readers' spatial sensory experience and mental imagery have positive effects on readers' behavior via the mediator spatial cognition, readers' spatial sensory experience and mental imagery have a positive effect on readers' spatial cognition and spatial cognition has a significant effect on readers' behavior.

Originality/value

The main contribution of this study is to construct a theoretical model of readers' spatial cognition and to explore the factors that have an impact on spatial cognition and the influence of cognition on behavior. This provides a more rational and in-depth thinking paradigm for the study of university library space and provides theoretical references for library practice.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

Keywords

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