Hotel frontline service employees’ creativity and customer-oriented boundary-spanning behaviors: The effects of role stress and proactive personality

The current study examined the relationships among role stress, proactive personality, employee creativity, and customer-oriented boundary spanning behaviors (COBSBs) for frontline service employees (FSEs). This study collected data from 382 FSEs in international hotels in Taiwan to test the researc...

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Bibliographic Details
Published inJournal of hospitality and tourism management Vol. 47; pp. 422 - 430
Main Authors Chien, Shih-Yi, Yang, Albert Jing-Fuh, Huang, Yung-Chin
Format Journal Article
LanguageEnglish
Published Elsevier Ltd 01.06.2021
Subjects
Customer-oriented boundary spanning behaviors
Employee creativity
Proactive personality
Role ambiguity
Role conflict
Proactive personality
Role conflict
Customer-oriented boundary spanning behaviors
Employee creativity
Role ambiguity
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Summary:The current study examined the relationships among role stress, proactive personality, employee creativity, and customer-oriented boundary spanning behaviors (COBSBs) for frontline service employees (FSEs). This study collected data from 382 FSEs in international hotels in Taiwan to test the research model. The empirical results revealed that employee creativity was positively affected by proactive personality but negatively affected by role conflict and role ambiguity. FSEs' creativity positively affects COBSBs, including external representation, internal influence, and service delivery. Internal influence also positively affects service delivery and mediates the relationship between FSEs’ creativity and service delivery.
ISSN:1447-6770
1447-6770
DOI:10.1016/j.jhtm.2021.04.015