How are the exchange relationships of front office employees reflected on customers?

Yilmaz Akgunduz, Ceylan Alkan and Özge Adan Gök

The Service Industries Journal, 2022, vol. 42, issue 9-10, 798-821

Abstract: In the hotel business, the performance of employees in face-to-face contact with customers, such as front-office employees, is decisive in achieving customer satisfaction. These employees’ performance impresses through their relationship with their managers and customers. That is, there is an exchange relationship of the form manager-employee to employee-customer. Based on Leader-Member Exchange Theory (LMX) and Social Exchange Theory (SET), the current study focuses on LMX, customer-employee exchanges (CEEX), customer-oriented extra role behavior (COERB), and the mediating effect of job dedication in these exchange relationships. Data was collected from front office employees in İzmir, Turkey, yielding 165 valid questionnaires. SEM was used to test the research hypotheses. The results show that high-quality LMX and CEEX increase front office employees’ COERB. In addition, job dedication partially mediates the relationships between LMX and COERB, and CEEX and COERB.

Date: 2022
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DOI: 10.1080/02642069.2021.1971198

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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