How do illegitimate tasks affect hospitality employees’ adaptive performance? An explanation from the perspective of cognitive-affective system theory of personality

• Published in: International journal of contemporary hospitality management Vol. 36; no. 9; pp. 3032 - 3051
• Main Authors: Li, Pengbo, Lv, Yina, Wang, Runna, Chen, Tao, Gao, Jing, Huang, Zixin
• Format: Journal Article
• Language: English
• Published: Bradford Emerald Publishing Limited 06.08.2024; Emerald Group Publishing Limited
• Subjects: Adaptability; Behavior; Customer services; Cynicism; Emotions; Employees; Hospitality industry; Hotels & motels; Job satisfaction; Personality; Social exchange theory; System theory; Workloads; Cognitive/affective cynicism; Illegitimate tasks; Adaptive performance; Cognitive-affective system theory of personality
• ISSN: 0959-6119; 0959-6119; 1757-1049
• DOI: 10.1108/IJCHM-04-2023-0538

Purpose Guided by the cognitive-affective system theory of personality (CAPS), this study aims to investigate the parallel mediating effects of cognitive and affective cynicism on the relationship between illegitimate tasks and employees’ adaptive performance. It also proposes growth need strength as a moderating variable for relationships between illegitimate tasks and employees’ adaptive performance. Design/methodology/approach Using a time-lagged design, data were gathered from 330 frontline hotel employees in China. Findings The authors found that the presence of illegitimate tasks is negatively associated with employees’ adaptive performance, this relationship being mediated by cognitive and affective cynicism. Growth need strength weakens the negative impacts of cognitive and affective cynicism on employees’ adaptive performance. In addition, the indirect effect of illegitimate tasks on employees’ adaptive performance via cognitive and affective cynicism is stronger for employees with lower levels of growth need strength. Practical implications Hotel managers must heed the negative impact of illegitimate tasks. Furthermore, they should underscore the importance of promoting a harmonious and positive organizational culture and atmosphere. Naturally, hotel managers must also establish effective communication with employees, assisting them in fostering a desire for excellence in their work. Originality/value This study provides valuable insights for the hospitality industry by investigating how illegitimate tasks hold sway over hotel employees’ adaptive performance. The study uses a moderated dual-path model to uncover the mechanisms behind this impact and the influence of boundary conditions, thereby expanding the understanding of the topic.