Wednesday, 21 Aug, 2019




Does Service Orientation Matter to Employees Performance in the Hospitality Industry: The Mediating Role of LMX

Journal of Hospitality Application and Research

Volume 8 Issue 2

Published: 2013
Author(s) Name: Chia-Dai Yen, Doresses Liu | Author(s) Affiliation:
Locked Subscribed Available for All


Occupations in the hospitality industry have been facing skills demands of employees at all levels. Service orientation programs developed for workers in the hospitality industry can be a competitive advantage. The high quality LMX (Leader-Member Exchange) relationship reflects an affective bonding accompanied by largely unstated mutual expectations of reciprocity. As a result, task performance is a form of currency in the social exchange between leader and follower, and a means of fulfilling obligations for reciprocity. Our sample comprises 208 employees in the international hotel in Taiwan. The result shows a high effect of service orientation to task performance, which is in tandem with the findings of previous studies. It also shows a partial mediation effect of LMX on the relationship between service orientation and task performance.

Keywords: Service Orientation; Task Performance; LMX (Leader Member Exchange); Hospitality Industry

View PDF

Refund policy | Privacy policy | Copyright Information | Contact Us | Feedback ©, All rights reserved