Stay away from fickle supervisor! Supervisors' behavioral fluctuation diminishing the effect of job embeddedness on employees' service behavior. (May 2021)

• Record Type: Journal Article
• Authors: Park, In-Jo; Zhu, Dan; Doan, Tin; Kim, Peter Beomcheol
• Is Part Of: International journal of hospitality management. Volume 95(2021)
• Publication Date: 2021-05
• Subjects: Job embeddedness -- In-role service behaviors -- Extra-role service behaviors -- Affective commitment -- Behavioral fluctuation; Hotel management -- Periodicals; Restaurant management -- Periodicals; Food service management -- Periodicals; Hôtels -- Gestion -- Périodiques; Restaurants -- Gestion -- Périodiques; Services alimentaires -- Gestion -- Périodiques; Food service management; Hotel management; Restaurant management; Periodicals; 647.94
• DOI: 10.1016/j.ijhm.2021.102893
• Languages: English
• ISSNs: 0278-4319

Abstract

Highlights: Affective commitment mediates the relationship between job embeddedness and service behaviors. Supervisors behavior fluctuation moderated the indirect effects of job embeddedness on service behaviors. This study ensures the ecological validity of the results as adopting the experienced sampling method. Abstract: This study examined how hotel employees' job embeddedness influences their in-role and extra-role service behaviors, and under what boundary conditions this influence can be magnified based on the psychological ownership and information-processing theories. Using longitudinal data from a matched sample of 163 hotel employees and their supervisors in China, the moderated mediation analysis revealed that affective commitment mediated the effect of job embeddedness on in-role and extra-role service behaviors, while a supervisr's behavioral fluctuations moderated the mediation of affective commitment between job embeddedness and in-role and extra-role service behaviors; this mediation effect was stronger for employees with a supervisor exhibiting stable behaviors. These findings provide theoretical and managerial implications for tourism researchers and practitioners.