Psychological contract breach and service innovation behavior: psychological capital as a mediator
Tóm tắt
Từ khóa
Tài liệu tham khảo
Abbas M, Raja U (2015) Impact of psychological capital on innovative performance and job stress. Can J Adm Sci 32(2):128–138
Abbas M, Raja U, Darr W, Bouckenooghe D (2014) Combined effects of perceived politics and psychological capital on job satisfaction, turnover intentions, and performance. J Manag 40(7):1813–1830
Alarcon GM, Bowling NA, Khazon S (2013) Great expectations: a meta-analytic examination of optimism and hope. Personal Individ Differ 54(7):821–827
Amabile TM, Conti R, Coon H, Lazenby J, Herron M (1996) Assessing the work environment for creativity. Acad Manag J 39(5):1154–1184
Anderson JC, Gerbing DW (1988) Structural equation modeling in practice: a review and recommended two-step approach. Psychol Bull 103(3):411–423
Arasli H, Bavik A, Ekiz EH (2006) The effects of nepotism on human resource management: the case of three, four, and five star hotels in Northern Cyprus. Int J Sociol Soc Policy 26(7/8):295–308
Avey JB, Patera JL, West BJ (2006) The implications of positive psychological capital on employee absenteeism. J Leadersh Organ Stud 13(2):42–60
Avey JB, Wernsing TS, Luthans F (2008) Can positive employees help positive organizational change? impact of psychological capital emotions on relevant attitudes and behaviors. J Appl Behav Sci 44(1):48–70
Avey JB, Luthans F, Youssef CM (2010) The additive value of positive psychological capital in predicting work attitudes and behaviors. J Manag 36(2):430–452
Bagozzi RP, Yi Y (1988) On the evaluation of structural equation models. J Acad Mark Sci 16(1):74–94
Baron RM, Kenny DA (1986) The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. J Pers Soc Psychol 51(6):1173–1182
Bashir S, Nasir M (2013) Breach of psychological contract, organizational cynicism and union commitment: a study of hospitality industry in Pakistan. Int J Hosp Manag 34(9):61–65
Bavik A, Bavik YL (2015) Effect of employee incivility on customer retaliation through psychological contract breach: the moderating role of moral identity. Int J Hosp Manag 50(9):66–76
Bordia P, Restubog SLD, Bordia S, Tang RL (2014) Breach begets breach: trickle-down effects of psychological contract breach on customer service. J Manag 36(6):1578–1607
Bouzari M, Karatepe OM (2017) Test of a mediation model of psychological capital among hotel salespeople. Int J Contemp Hosp Manag 29(8)
Byrne BM (2001) Structural equation modeling with AMOS: basic concepts, applications, and programming. Lawrence Erlbaum Associates, London
Chen ZX, Tsui AS, Zhong L (2008) Reactions to psychological contract breach: a dual perspective. J Organ Behav 29(5):527–548
Chen M, Lyu Y, Li Y, Zhou X, Li W (2016) The impact of high-commitment HR practices on hotel employees’ proactive customer service performance. Cornell Hosp Quart. doi: 10.1177/1938965516649053
Choi Y, Lee D (2014) Psychological capital, Big Five traits, and employee outcomes. J Manag Psychol 29(2):122–140
Crevani L, Palm K, Schilling A (2011) Innovation management in service firms: a research agenda. Serv Bus 5(2):177–193
Cunningham QW, DiRenzon MS, Mawritz M (2013) Abusive supervision and employee outcomes: the influence of contract violation and PsyCap. Academy of Management Conference, Orlando
Domínguez-Falcón C, Martín-Santana JD, De Saá-Pérez P (2016) Human resource management and performance in the hotel industry: the role of the commitment and satisfaction of managers versus supervisors. Int J Contemp Hosp Manag 28(3):490–515
Elmadag AB, Ellinger AE (2017) Alleviating job stress to improve service employee work affect: the influence of rewarding. Serv Bus. doi: 10.1007/s11628-017-0340-y
Enz CA (2012) Strategies for the implementation of service innovations. Cornell Hosp Quart 53(3):187–195
Ferris DL, Spence JR, Brown DJ, Heller D (2012) Interpersonal injustice and workplace deviance: the role of esteem threat. J Manag 38(6):1788–1811
Fornell C, Larcker D (1981) Evaluating structural equation models with unobservable and measurement error. J Mark Res 18(1):39–50
Hair JF, Black WC, Babin BJ, Anderson RE (2010) Multivariate data analysis: a global perspective, 7th edn. Pearson Education, Upper Saddle River
Hall RJ, Snell AF, Foust MS (1999) Item parceling strategies in SEM: investigating the subtle effects of unmodeled secondary constructs. Organ Res Methods 2(3):233–256
Harari MB, Reaves AC, Viswesvaran C (2016) Creative and innovative performance: a meta-analysis of relationships with task, citizenship, and counterproductive job performance dimensions. Eur J Work Organ Psychol 25(4):495–511
Hinkin TR, Tracey JB (2010) What makes it so great? an analysis of human resources practices among Fortune’s best companies to work for. Cornell Hosp Quart 51(2):158–170
Hobfoll SE (2001) The influence of culture, community, and the nested-self in the stress process: advancing conservation of resources theory. Appl Psychol 50(3):337–421
Hsiao C, Lee Y-H, Chen W-J (2015) The effect of servant leadership on customer value co-creation: a cross-level analysis of key mediating roles. Tour Manag 49(8):45–57
Hu M-LM, Horng J-S, Sun Y-HC (2009) Hospitality teams: knowledge sharing and service innovation performance. Tour Manag 30(1):41–50
Hui C, Lee C, Rousseau DM (2004) Psychological contract and organizational citizenship behavior in China: investigating generalizability and instrumentality. J Appl Psychol 89(2):311–321
Hur W-M, Rhee S-Y, Ahn K-H (2016) Positive psychological capital and emotional labor in Korea: the job demands-resources approach. Int J Hum Resour Manag 27(5):477–500
Jafri MH (2012) Influence of psychological contract breach on organizational citizenship behavior and trust. Psychological Studies 57(1):29–36
Jeon A (2016) The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service. Serv Bus 10(2):345–367
Jung H-S, Yoon H-H (2015) The impact of employees’ positive psychological capital on job satisfaction and organizational citizenship behaviors in the hotel. Int J Contemp Hosp Manag 27(6):1135–1156
Karatepe OM (2013) Perceptions of organizational politics and hotel employee outcomes: the mediating role of work engagement. Int J Contemp Hosp Manag 25(1):82–104
Karatepe OM (2015) Do personal resources mediate the effect of perceived organizational support on emotional exhaustion and job outcomes? Int J Contemp Hosp Manag 27(1):4–26
Karatepe OM, Avci T (2017) The effects of psychological capital and work engagement on nurses’ lateness attitude and turnover intentions. J Manag Dev 36(8)
Karatepe OM, Karadas G (2014) The effect of psychological capital on conflicts in the work-family interface, turnover and absence intentions. Int J Contemp Hosp Manag 43(10):132–143
Karatepe OM, Karadas G (2015) Do psychological capital and work engagement foster frontline employees’ satisfaction? a study in the hotel industry. Int J Contemp Hosp Manag 27(6):1254–1278
Karatepe OM, Talebzadeh N (2016) An empirical investigation of psychological capital among flight attendants. J Air Transport Manag 55(8):193–202
Kim T-G, Kim B-J (2014) Hotel frontline employees’ political skill and emotional exhaustion: the mediation of the perceptions of organizational politics. J Hosp Tour Stud 16(1):118–140
Kim TT, Lee G (2013) Hospitality employee knowledge-sharing behaviors in the relationship between goal orientations and service innovative behavior. Int J Hosp Manag 34(9):324–337
Kim J, Noh Y (2016) The effects of psychological capital and risk tolerance on service workers’ internal motivation for firm performance and entrepreneurship. Int Entrepreneurship Manag J 12(3):681–696
Kim TT, Karatepe OM, Lee G, Lee C-K (2016) Leader political skill and casino dealer morale: the mediating role of follower perceptions of leader-member exchange. Serv Bus. doi: 10.1007/s11628-016-0324-3
Kim TT, Karatepe OM, Lee G, Lee S, Hur K, Xijing C (2017) Does hotel employees’ quality of work life mediate the effect of psychological capital on job outcomes? Int J Contemp Hosp Manag 29(6):120–126
Lages CR, Piercy NF (2012) Key drivers of frontline employee generation of ideas for customer service improvement. J Serv Res 15(2):215–230
Lapalme M-È, Simard G, Tremblay M (2011) The influence of psychological contract breach on temporary workers’ commitment and behaviors: a multiple agency perspective. J Bus Psychol 26(3):311–324
Laschinger HKS, Fida R (2014) New nurses burnout and workplace wellbeing: the influence of authentic leadership and psychological capital. Burnout Res 1(1):19–28
Li M, Hsu CHC (2016) Linking customer-employee exchange and employee innovative behavior. Int J Hosp Manag 56(July):87–97
Li J, Wong IA, Kim WG (2016) Effects of psychological contract breach on attitudes and performance: the moderating role of competitive climate. Int J Hosp Manag 55(5):1–10
Lu VN, Capezio A, Restubog SLD, Garcia PRJB, Wang L (2016) In pursuit of service excellence: investigating the role of psychological contracts and organizational identification of frontline hotel employees. Tour Manag 56(10):8–19
Lub X, Bijvank MN, Bal PM, Blomme R, Schalk R (2012) Different or alike? exploring the psychological contract and commitment of different generations of hospitality workers. Int J Contemp Hosp Manag 24(4):553–573
Luoh H-F, Tsaur S-H, Tang Y-Y (2014) Empowering employees: job standardization and innovative behavior. Int J Contemp Hosp Manag 26(7):1100–1117
Luthans F (2002) Positive organizational behavior: developing and managing psychological strengths. Acad Manag Exec 16(1):57–72
Luthans F, Youssef CM (2007) Emerging positive organizational behavior. J Manag 33(3):321–349
Luthans F, Avolio BJ, Walumbwa FO, Li W (2005) The psychological capital of Chinese workers: exploring the relationship with performance. Manag Organ Rev 1(2):249–271
Luthans F, Youssef CM, Avolio BJ (2007) Psychological capital: developing the human competitive edge. Oxford University Press, Oxford
MacKinnon DP, Lockwood CM, Hoffman JM, West SG, Sheets V (2002) A comparison of methods to test mediation and other intervening variable effects. Psychol Methods 7(1):83–104
Masten AS, Reed MGJ (2002) Resilience in development. In: Snyder CR, Lopez SJ (eds) Handbook of positive psychology. Oxford University Press, New York, pp 74–88
Mathe K, Scott-Halsell S (2012) The effects of perceived external prestige on positive psychological states in quick service restaurants. J Hum Resour Hosp Tour 11(4):354–372
Mathe-Soulek K, Scott-Halsell S, Kim S, Krawcyzk M (2014) Psychological capital in the quick service restaurant industry: a study of unit-level performance. J Hosp Tour Res. doi: 10.1177/1096348014550923
Min H, Kim HJ, Lee S-B (2015) Extending the challenge-hindrance stressor framework: the role of psychological capital. Int J Hosp Manag 50(9):105–114
Morrison EW, Robinson SL (1997) When employees feel betrayed: a model of how psychological contract violation develops. Acad Manag Rev 22(1):226–256
Nasurdin AM, Ahmad NH, Tan CL (2015) Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation. Serv Bus 9(2):343–360
Newman A, Ucbasaran D, Zhu F, Hirst G (2014) Psychological capital: a review and synthesis. J Organ Behav 35(S1):S120–S138
Ozturk A, Karatepe OM (2017) The impact of psychological capital on hotel customer-contact employees’ nonattendance intentions and creative performance: trust as a mediator. 7th Advances in Hospitality and Tourism Marketing and Management (AHTMM) Conference, July 10–15, Gazimagusa, Northern Cyprus
Paek S, Schuckert M, Kim TT, Lee G (2015) Why is hospitality employees’ psychological capital important? the effects of psychological capital on work engagement and employee morale. Int J Hosp Manag 50(9):9–26
Podsakoff PM, MacKenzie SB, Podsakoff NP (2012) Sources of method bias in social science research and recommendations on how to control it. Annu Rev Psychol 63(1):539–569
Preacher KJ, Hayes AF (2004) SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behav Res Methods Instrum Comput 36(4):717–731
Rego A, Sousa F, Marques C, e Cunha MP (2012) Authentic leadership promoting employees’ psychological capital and creativity. J Bus Res 65(3):429–437
Restubog SLD, Bordia P, Tang RL (2006) Effects of psychological contract breach on performance of IT employees: the mediating role of affective commitment. J Occup Organ Psychol 79(2):299–306
Restubog SLD, Bordia P, Tang RL (2007) Behavioral outcomes of psychological contract breach in a non-Western culture: the moderating role of equity sensitivity. Br J Manag 18(4):376–386
Restubog SLD, Hornsey MJ, Bordia P, Esposo SR (2008) Effects of psychological contract breach on organizational citizenship behavior: insights from the group value model. J Manag Stud 45(8):1377–1400
Robinson SL, Morrison EW (1995) Psychological contracts and OCB: the effect of unfulfilled obligations on civic virtue behavior. J Organ Behav 16(3):289–298
Robinson SL, Morrison EM (2000) The development of psychological contract breach and violation: a longitudinal study. J Organ Behav 21(5):525–546
Robinson SL, Rousseau DM (1994) Violating the psychological contract: not the exception but the norm. J Organ Behav 15(3):245–259
Robinson SL, Kraatz MS, Rousseau DM (1994) Changing obligations and the psychological contract: a longitudinal study. Acad Manag J 37(1):137–152
Rousseau DM (1995) Psychological contracts in organizations: understanding written and unwritten agreements. Sage Publications, Thousand Oaks
Salancik GR, Pfeffer J (1978) A social information processing approach to job attitudes and task design. Adm Sci Quart 23(2):224–253
Scott SG, Bruce BA (1994) Determinants of innovative behavior: a path model of individual innovation in the workplace. Acad Manag J 37(3):580–607
Shahpouri S, Namdari K, Abedi A (2016) Mediating role of work engagement in the relationship between job resources and personal resources with turnover intentions among female nurses. Appl Nurs Res 30(5):216–221
Slätten T, Mehmetoglu M (2015) The effects of transformational leadership and perceived creativity on innovation behavior in the hospitality industry. J Hum Resour Hosp Tour 14(2):195–219
Stajkovic AD, Luthans F (1998) Self-efficacy and work-related performance: a meta-analysis. Psychol Bull 124(2):240–261
Su C-S (2011) The role of service innovation and customer experience in ethnic restaurants. Serv Ind J 31(3):425–440
Sun T, Zhao XW, Yang LB, Fan LH (2012) The impact of psychological capital on job embeddedness and job performance among nurses: a structural equation approach. J Adv Nurs 68(1):69–79
Sweetman D, Luthans F, Avey JB, Luthans BC (2011) Relationship between positive psychological capital and creative performance. Can J Adm Sci 28(1):4–13
Tang T-W, Wang MC-H, Tang Y-Y (2015) Developing service innovation capability in the hotel industry. Serv Bus 9(1):97–113
Tang C, Guo L, Gopinath M (2016) A social-cognitive model of consumer well-being: a longitudinal exploration of the role of the service organization. J Serv Res 19(3):307–321
Tarí JJ, Pereira-Moliner J, Pertusa-Ortega EM, López-Gamero MD, Molina-Azorín JF (2017) Does quality management improve performance or vice versa? evidence from the hotel industry. Serv Bus 11(1):23–43
Tugade MM, Fredrickson BL, Barrett LF (2004) Psychological resilience and positive emotional granularity: examining the benefits of positive emotions on coping and health. J Pers 72(6):1161–1190
Turnley WH, Feldman DC (1998) Psychological contract violations during corporate restructuring. Hum Resour Manag 37(1):71–83
Turnley WH, Feldman DC (1999) The impact of psychological contract violations on exit, voice, loyalty, and neglect. Hum Relat 52(7):895–922
Wang C-J, Tsai C-Y (2014) Managing innovation and creativity in organizations: an empirical study of service industries in Taiwan. Serv Bus 8(2):313–335
Wang Y, Chang Y, Fu J, Wang L (2012) Work-family conflict and burnout among Chinese female nurses: the mediating effect of psychological capital. BMC Public Health 12:915–922
Wood R, Bandura A (1989) Social cognitive theory of organizational management. Acad Manag Rev 14(3):361–384
Yavas U, Karatepe OM, Babakus E (2013) Does hope buffer the impacts of stress and exhaustion on frontline hotel employees’ turnover intentions? Tourism 61(1):29–39