Citation
Yang, Boya and Ho, Jo Ann and Ng, Siew Imm and Jun Hwa (Jacky), Cheah
(2024)
Cultivating meaningful experiences: the impact of psychological climate on voluntary pro-environmental behavior and proactive customer service performance.
In: The 1st International Early-Career Researcher Conference in Hospitality and Tourism, 10-12 May 2024, Macau. (pp. 1-23).
(Submitted)
Abstract
This study investigates the impact of psychological climate (PC) on hotel employees' voluntary pro-environmental behavior (VPEB) and proactive customer service performance (PCSP). Drawing on the broaden-and-build theory, we explore how experienced meaningfulness (EM) mediates the relationship between PC and discretionary behaviors, and how interdependent self-construal (InterSC) moderates these effects. Data from 603 employees and 201 supervisors in Macau’s upscale hotels reveal that positive PC enhances EM, leading to increased VPEB and PCSP. The findings offer insights into fostering sustainable practices and exceptional service in the hospitality industry by promoting a supportive work environment and considering individual differences in self-construal.
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Text
Short version of article 18 July 2024.pdf
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Additional Metadata
| Item Type: |
Conference or Workshop Item
(Poster)
|
| Subject: |
Hospitality industry - Customer services |
| Divisions: |
School of Business and Economics |
| Keywords: |
Psychological climate; Voluntary pro-environmental behavior; Proactive customer service performance; Experienced meaningfulness; Interdependent self-construal; Hospitality industry |
| Depositing User: |
Self Deposit 2024
|
| Date Deposited: |
19 Aug 2024 02:23 |
| Last Modified: |
19 Aug 2024 02:23 |
| URI: |
http://psasir.upm.edu.my/id/eprint/111712 |
| Statistic Details: |
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