Unwilling or Unable? The Impact of Role Clarity and Job Competence on Frontline Employees’ Taking Charge Behaviors in Hospitality Industry DOI Creative Commons

Mercy Terngu LAN,

Zhehua Hu, Ting Nie

et al.

Behavioral Sciences, Journal Year: 2025, Volume and Issue: 15(4), P. 526 - 526

Published: April 14, 2025

Hotels expect front-line staff to demonstrate greater flexibility and proactively take on more responsibility beyond their job duties, which helps provide better customer service in an environment of uncertainty change. Accordingly, employees’ taking charge behaviors have received widespread attention academia practice. Through a three-wave online survey 352 employees supervisors from 13 high-star hotels the Greater Bay Area China, this study examined influence mechanisms role clarity competence behavior moderating effect supervisor developmental feedback. The findings indicate that frontline can enhance by increasing organization-based self-esteem. It empirically validates Proactive Motivation Theory clarifies proactive engagement extra-role responsibilities depends not only willingness but also sufficient clear understanding roles. Supervisor feedback is acceptable as form informational support impact behaviors.

Language: Английский

Unwilling or Unable? The Impact of Role Clarity and Job Competence on Frontline Employees’ Taking Charge Behaviors in Hospitality Industry DOI Creative Commons

Mercy Terngu LAN,

Zhehua Hu, Ting Nie

et al.

Behavioral Sciences, Journal Year: 2025, Volume and Issue: 15(4), P. 526 - 526

Published: April 14, 2025

Hotels expect front-line staff to demonstrate greater flexibility and proactively take on more responsibility beyond their job duties, which helps provide better customer service in an environment of uncertainty change. Accordingly, employees’ taking charge behaviors have received widespread attention academia practice. Through a three-wave online survey 352 employees supervisors from 13 high-star hotels the Greater Bay Area China, this study examined influence mechanisms role clarity competence behavior moderating effect supervisor developmental feedback. The findings indicate that frontline can enhance by increasing organization-based self-esteem. It empirically validates Proactive Motivation Theory clarifies proactive engagement extra-role responsibilities depends not only willingness but also sufficient clear understanding roles. Supervisor feedback is acceptable as form informational support impact behaviors.

Language: Английский

Citations

0