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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:
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Abstract

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

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