Extra-Role Customer Service: The Roles of Leader–Member Exchange (LMX), Affective Commitment, and Psychological Empowerment. Issue 4 (1st October 2016)

• Record Type: Journal Article
• Authors: Garg, Shreya; Dhar, Rajib L.
• Is Part Of: International journal of hospitality & tourism administration. Volume 17:Issue 4(2016)
• Page Start: 373
• Page End: 396
• Publication Date: 2016-10-01
• Subjects: affective commitment -- extra-role customer service -- India -- leader–member exchange (LMX) -- psychological empowerment -- tourist hotel; Tourism -- Management -- Periodicals; Hospitality industry -- Management -- Periodicals; 338.479105
• DOI: 10.1080/15256480.2016.1226151
• Languages: English
• ISSNs: 1525-6480

Abstract

ABSTRACT: Based on the social exchange and job characteristic theories, this study advances a moderated-mediation model that tries to explain the social-psychological processes connecting the leader–member exchange (LMX) and extra-role customer service, and examined it by collecting data from employees and managers employed in tourist hotels operating in Uttarakhand, India. A hierarchical regression analysis determined that LMX was positively related to extra-role customer service where affective commitment mediated this relationship. Further, an analysis of a moderated-mediation path revealed that psychological empowerment strengthened the direct influences of LMX on affective commitment and its indirect influence on extra-role customer service. Based on these findings, important theoretical and managerial implications are discussed.