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TURNING HOTEL EMPLOYEES INTO BRAND CHAMPIONS: THE ROLES OF WELL-CONNECTED LEADERS AND ORGANIZATIONAL IDENTIFICATION
Wilco W. H. Chan1; Cheris W. C. Chow2; Raymond Loi2; Angela J. Xu3
2018-11
Source PublicationJOURNAL OF HOSPITALITY & TOURISM RESEARCH
ISSN1096-3480
Volume42Issue:8Pages:1232-1253
Other Abstract

Employees' positive word of mouth (WOM) about hotel brands has a profound impact on customer choice and hotel effectiveness. On the basis of social identity theory and social information processing theory, we posit a moderated mediation model wherein hotel supervisors' organizational identification (OI) increases their subordinates' engagement in positive WOM behavior by enhancing subordinates' OI. This relationship is moderated by supervisors' upward-exchange relationships with their bosses (i.e., leader-leader exchange). Data from a two-wave survey conducted in a hotel in China indicate that employees working under supervisors with high levels of OI better identify with the hotel and engage in more positive WOM behavior. This is particularly the case when supervisors engage in high-quality leader-leader exchange and are well connected with their bosses. The article concludes with theoretical and practical implications highlighting the importance of cultivating employees' organizational identification and positive WOM behavior in the hospitality sector.

KeywordHotel Employees Leader-leader Exchange Organizational Identification Positive Word Of Mouth
DOIhttps://doi.org/10.1177/1096348017744017
URLView the original
Indexed BySSCI
Language英语
WOS Research AreaSocial Sciences-other Topics
WOS SubjectHospitality, Leisure, Sport & Tourism
WOS IDWOS:000447346800003
PublisherSAGE PUBLICATIONS INC, 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA
The Source to ArticleWOS
Fulltext Access
Citation statistics
Document TypeJournal article
CollectionDEPARTMENT OF MANAGEMENT AND MARKETING
Corresponding AuthorAngela J. Xu
Affiliation1.The Hong Kong Polytechnic University
2.University of Macau
3.Jinan University
Recommended Citation
GB/T 7714
Wilco W. H. Chan,Cheris W. C. Chow,Raymond Loi,et al. TURNING HOTEL EMPLOYEES INTO BRAND CHAMPIONS: THE ROLES OF WELL-CONNECTED LEADERS AND ORGANIZATIONAL IDENTIFICATION[J]. JOURNAL OF HOSPITALITY & TOURISM RESEARCH,2018,42(8):1232-1253.
APA Wilco W. H. Chan,Cheris W. C. Chow,Raymond Loi,&Angela J. Xu.(2018).TURNING HOTEL EMPLOYEES INTO BRAND CHAMPIONS: THE ROLES OF WELL-CONNECTED LEADERS AND ORGANIZATIONAL IDENTIFICATION.JOURNAL OF HOSPITALITY & TOURISM RESEARCH,42(8),1232-1253.
MLA Wilco W. H. Chan,et al."TURNING HOTEL EMPLOYEES INTO BRAND CHAMPIONS: THE ROLES OF WELL-CONNECTED LEADERS AND ORGANIZATIONAL IDENTIFICATION".JOURNAL OF HOSPITALITY & TOURISM RESEARCH 42.8(2018):1232-1253.
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