Sustaining Affective Commitment and Extra-Role Service among Hospitality Employees: Interactive Effect of Empowerment and Service Training

Carmen Castro-Casal, Guadalupe Vila-Vázquez and Álvaro Pardo-Gayoso
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Carmen Castro-Casal: Department of Business Administration and Marketing, Universidade de Santiago de Compostela, Facultade de Ciencias Económicas e Empresariais, 15782 Santiago de Compostela, Spain
Guadalupe Vila-Vázquez: Department of Business Administration and Marketing, Universidade de Santiago de Compostela, Facultade de Ciencias Económicas e Empresariais, 15782 Santiago de Compostela, Spain
Álvaro Pardo-Gayoso: Master in Urban Tourism and Management of Tourist Companies, Universidade de Santiago de Compostela, 15782 Santiago de Compostela, Spain

Sustainability, 2019, vol. 11, issue 15, 1-16

Abstract: The success of hospitality sector firms depends largely on the degree to which frontline employees offer a high-quality service to customers. In this context it is of vital importance to determine how to promote positive employees’ attitudes and behaviors through the human resource practices. This study analyzes the indirect effect of empowerment via affective commitment on the extra-role service. In addition, the moderating effect of service training on the empowerment–affective commitment–extra-role service relationship is explored. The data was collected from a sample of frontline employees working in three-to-five-star urban hotels in Santiago de Compostela (Spain). The results of the study suggest that for empowerment to lead to greater emotional attachment to the organization and extra-role customer service, it is necessary for frontline employees to perceive that they have received a moderated-high level of training in customer service. This finding is particularly interesting for frontline employees’ management in hotels sector.

Keywords: empowerment; extra-role service; service training; affective commitment; frontline employees; hospitality sector (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:11:y:2019:i:15:p:4092-:d:252659

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