A Study of the Relationship of PSI and LMX to Service Providers' CS in Hospitality Industry
The purpose of the current study is to gain insight into the relative role of professional self-image (PSI) for service providers among leader-member exchange (LMX), career success. Lack of studies demonstrated that PSI of service providers affect on their CS. So, it is necessary to, according to service providers- perspective, explore the relationship among LMX and CS in hospitality industry. The result of the current study can suggest strategic directions for hospitality practitioners in terms of constructing LMX relationship, so as to make service providers realize and build their PSI, and to promote their CS. Implications of these findings for hospitality implementations as well as future research directions are subsequently discussed.
[1] Wang, Y.F., Horng, J.S., Cheng, S.Y., & Killman, L. (2011). Factors
influencing food and beverage employees- career success: A contextual
perspective. International Journal of Hospitality Management, 30,
997-1007.
[2] Chen, L.C., & Wallace, M. (2009). Multiskilling in the hotel industry in
Taiwan. Accessed February 14, 2011, from <
http://epubs.scu.edu.au/cgi/viewcontent.cgi?article=1340&context
=gcmpubs>
[3] Hartline, M.D. & Ferrell, O.C. (1996). The management of customer
contact service employees: An empirical investigation. Journal of
Marketing, 60, 52-70.
[4] Hartline, M.D. & Ferrell, O.C. (1996). The management of customer
contact service employees: An empirical investigation. Journal of
Marketing, 60, 52-70.
[5] Corsun, D.L., & Enz, C.A. (1999). Predicting psychological
empowerment among service workers: The effect of support-based
relationships. Human Relations, 52(2), 205-224.
[6] Ference, G. (2001) Improving organizational performance: Using
survey-driven databases. Cornell Hotel and Restaurant Administration
Quarterly, 42(2). 12-25.
[7] Graen, G.B., & Uhl-Bien, M. (1995). Relationship based approach to
leadership: Development of leader-member exchange (LMX) theory of
leadership over 25 years: Applying a multilevel multi-domain respective.
Leadership Quarterly, 6(2), 219-247.
[8] Liden, R.C., Wayne, S.J., & Stilwell, D. (1993). A longitudinal study on
the early development of leader-member exchanges. Journal of Applied
Psychology, 78(4): 662-674.
[9] Eisenberger, R., Stinglhamer, F., Vandenberghe, C., Sucharski, I.L., &
Rhoades, L. (2002). Perceived supervisor support: Contributions to
perceived organizational support and employee retention. Journal of
Applied Psychology, 87(3), 565-573.
[10] Settoon, R.P., Bennett, N., & Liden, R.C. (1996). Social exchange in
organizations: Perceived organizational support, leader-member
exchange, and employee reciprocity. Journal of Applied Psychology,
81(3), 219-227.
[11] Erdogan, B., & Enders, J. (2007). Support from the top: Supervisors-
perceived organizational support as a moderator of leader-member
exchange to satisfaction and performance relationships. Journal of
Applied Psychology, 92(2), 321-330.
[12] Ohana, M., & Meyer, M. (2010). Should I stay or should I go now?
Investigating the intention to quit of the permanent staff in social
enterprises. European Management Journal, 28, 441-454.
[13] Graen, G.B., & Cashman, J.F. (1975). A role making model of leadership
in formal organizations: A development approach. In J.G. Hunt & L.L.
Larson (Eds.), Leadership Frontiers: 143-165. Kent, Ohio: Kent State
University Press.
[14] Deluga, R.J. (1994). Supervisor trust building leader-member exchange
and organizational citizenship behavior. Journal of Occupational and
Organizational Psychology, 67(1), 315-326.
[15] Dienesch, R.M., & Liden, R.C. (1986). Leader-member exchange model
of leadership: A critique and further development. Academy of
Management Review, 11(3), 618-634.
[16] Gerstner, C.R., & Day, D.V. 1997. Meta-analytic review of
leader-member exchange theory: Correlates and construct issues. Journal
of Applied Psychology, 82(6), 827-844.
[17] Gomez, C., & Rosen, B. (2001). The leader-member exchange as a link
between managerial trust and employee empowerment. Group and
Organization Management, 26(1), 53-69.
[18] Chen, Z., Lam, W., & Zhong, J.A. (2007). Leader-member exchange and
member performance: A new look at individual-level negative
feedback-seeking behavior and team-level empowerment climate. Journal
of Applied Psychology, 92, 202-212.
[19] Koberg, C.S., Boss, R.W., Senjem, J.C., & Goodman, E.A. (1999).
Antecedents and outcomes of empowerment. Group & Organization
Management, 24, 71-91.
[20] Lam, T. (2003). Leader-member exchange and team-member exchange:
The roles of moderators in new employees- socialization. Journal of
Hospitality & Tourism Research, 27(1), 48-68.
[21] Hui, C., Law, K.S., & Chen, Z.X. (1999). A structural equation model of
the effects of negative affectivity, leader-member exchange, and
perceived job mobility on in-role and extra-role performance: A Chinese
case. Organizational Behavior and Human Decision Processes, 77(1),
3-21.
[22] Hall, D.T. (1996). Protean career of the 21st. Academy of Management
Executive, 10(4), 8-16.
[23] Ituma, A., Simpsona, R., Ovadjeb, F., Corneliusc, N., & Mordi, C. (2011).
Four ÔÇÿdomains- of career success: how managers in Nigeria evaluate
career outcomes. The International Journal of Human Resource
Management, 22(17), 3638-3660.
[24] Judge, T.A., Higgins, C.A., Thoresen, C.J., & Barrick, M.R. (1999). The
big five personality traits, general mental ability, and career success
across the life span. Personnel Psychology, 52, 621-652.
[25] Judge, T.A., Cable, D.M., Boudreau, J.W., & Bretz, R.D. (1995). An
empirical investigation of the predictors of executive career success.
Personnel Psychology, 48, 485-519.
[26] Takase, M., Maude, P., & Manias, E. (2006). Impact of the perceived
public image of nursing on nurses' work behavior. Journal of Advanced
Nursing, 53(3), 333-343.
[27] Milisen, K.M., De Busser, T., Kayaert, A., Abraham, I., & De Casterle,
B.D. (2010). The evolving professional nursing self-image of students in
baccalaureate programs: A cross-sectional survey. International Journal
of Nursing Studies, 47, 688-698.
[28] Avey, J.B., Hughes, L.W., Norman, S.M., & Luthans, K.W. (2008). Using
positivity, transformational leadership and empowerment to combat
employee negativity. Leadership & Organization Development Journal,
29, 110-126.
[29] Costigan, R.D., Insinga, R.C., Berman, J.J., Ilter, S.S., Kranas, G., &
Kureshov, V.A. (2006). The effect of employee trust of the supervisor on
enterprising behavior: A cross-cultural comparison. Journal of Business
and Psychology, 21, 273-291.
[30] Harris, K.J., Andrews, M.C., & Kacmar, K.M. (2007). The moderating
effects of justice on the relationship between organizational politics and
workplace attitudes. Journal of Business and Psychology, 22, 135-144.
[31] Bauer, T.N., & Green, S.G. (1996). Development of leader-member
exchange: A longitudinal test, Academy of Management Journal, 39(6),
1538-1567.
[1] Wang, Y.F., Horng, J.S., Cheng, S.Y., & Killman, L. (2011). Factors
influencing food and beverage employees- career success: A contextual
perspective. International Journal of Hospitality Management, 30,
997-1007.
[2] Chen, L.C., & Wallace, M. (2009). Multiskilling in the hotel industry in
Taiwan. Accessed February 14, 2011, from <
http://epubs.scu.edu.au/cgi/viewcontent.cgi?article=1340&context
=gcmpubs>
[3] Hartline, M.D. & Ferrell, O.C. (1996). The management of customer
contact service employees: An empirical investigation. Journal of
Marketing, 60, 52-70.
[4] Hartline, M.D. & Ferrell, O.C. (1996). The management of customer
contact service employees: An empirical investigation. Journal of
Marketing, 60, 52-70.
[5] Corsun, D.L., & Enz, C.A. (1999). Predicting psychological
empowerment among service workers: The effect of support-based
relationships. Human Relations, 52(2), 205-224.
[6] Ference, G. (2001) Improving organizational performance: Using
survey-driven databases. Cornell Hotel and Restaurant Administration
Quarterly, 42(2). 12-25.
[7] Graen, G.B., & Uhl-Bien, M. (1995). Relationship based approach to
leadership: Development of leader-member exchange (LMX) theory of
leadership over 25 years: Applying a multilevel multi-domain respective.
Leadership Quarterly, 6(2), 219-247.
[8] Liden, R.C., Wayne, S.J., & Stilwell, D. (1993). A longitudinal study on
the early development of leader-member exchanges. Journal of Applied
Psychology, 78(4): 662-674.
[9] Eisenberger, R., Stinglhamer, F., Vandenberghe, C., Sucharski, I.L., &
Rhoades, L. (2002). Perceived supervisor support: Contributions to
perceived organizational support and employee retention. Journal of
Applied Psychology, 87(3), 565-573.
[10] Settoon, R.P., Bennett, N., & Liden, R.C. (1996). Social exchange in
organizations: Perceived organizational support, leader-member
exchange, and employee reciprocity. Journal of Applied Psychology,
81(3), 219-227.
[11] Erdogan, B., & Enders, J. (2007). Support from the top: Supervisors-
perceived organizational support as a moderator of leader-member
exchange to satisfaction and performance relationships. Journal of
Applied Psychology, 92(2), 321-330.
[12] Ohana, M., & Meyer, M. (2010). Should I stay or should I go now?
Investigating the intention to quit of the permanent staff in social
enterprises. European Management Journal, 28, 441-454.
[13] Graen, G.B., & Cashman, J.F. (1975). A role making model of leadership
in formal organizations: A development approach. In J.G. Hunt & L.L.
Larson (Eds.), Leadership Frontiers: 143-165. Kent, Ohio: Kent State
University Press.
[14] Deluga, R.J. (1994). Supervisor trust building leader-member exchange
and organizational citizenship behavior. Journal of Occupational and
Organizational Psychology, 67(1), 315-326.
[15] Dienesch, R.M., & Liden, R.C. (1986). Leader-member exchange model
of leadership: A critique and further development. Academy of
Management Review, 11(3), 618-634.
[16] Gerstner, C.R., & Day, D.V. 1997. Meta-analytic review of
leader-member exchange theory: Correlates and construct issues. Journal
of Applied Psychology, 82(6), 827-844.
[17] Gomez, C., & Rosen, B. (2001). The leader-member exchange as a link
between managerial trust and employee empowerment. Group and
Organization Management, 26(1), 53-69.
[18] Chen, Z., Lam, W., & Zhong, J.A. (2007). Leader-member exchange and
member performance: A new look at individual-level negative
feedback-seeking behavior and team-level empowerment climate. Journal
of Applied Psychology, 92, 202-212.
[19] Koberg, C.S., Boss, R.W., Senjem, J.C., & Goodman, E.A. (1999).
Antecedents and outcomes of empowerment. Group & Organization
Management, 24, 71-91.
[20] Lam, T. (2003). Leader-member exchange and team-member exchange:
The roles of moderators in new employees- socialization. Journal of
Hospitality & Tourism Research, 27(1), 48-68.
[21] Hui, C., Law, K.S., & Chen, Z.X. (1999). A structural equation model of
the effects of negative affectivity, leader-member exchange, and
perceived job mobility on in-role and extra-role performance: A Chinese
case. Organizational Behavior and Human Decision Processes, 77(1),
3-21.
[22] Hall, D.T. (1996). Protean career of the 21st. Academy of Management
Executive, 10(4), 8-16.
[23] Ituma, A., Simpsona, R., Ovadjeb, F., Corneliusc, N., & Mordi, C. (2011).
Four ÔÇÿdomains- of career success: how managers in Nigeria evaluate
career outcomes. The International Journal of Human Resource
Management, 22(17), 3638-3660.
[24] Judge, T.A., Higgins, C.A., Thoresen, C.J., & Barrick, M.R. (1999). The
big five personality traits, general mental ability, and career success
across the life span. Personnel Psychology, 52, 621-652.
[25] Judge, T.A., Cable, D.M., Boudreau, J.W., & Bretz, R.D. (1995). An
empirical investigation of the predictors of executive career success.
Personnel Psychology, 48, 485-519.
[26] Takase, M., Maude, P., & Manias, E. (2006). Impact of the perceived
public image of nursing on nurses' work behavior. Journal of Advanced
Nursing, 53(3), 333-343.
[27] Milisen, K.M., De Busser, T., Kayaert, A., Abraham, I., & De Casterle,
B.D. (2010). The evolving professional nursing self-image of students in
baccalaureate programs: A cross-sectional survey. International Journal
of Nursing Studies, 47, 688-698.
[28] Avey, J.B., Hughes, L.W., Norman, S.M., & Luthans, K.W. (2008). Using
positivity, transformational leadership and empowerment to combat
employee negativity. Leadership & Organization Development Journal,
29, 110-126.
[29] Costigan, R.D., Insinga, R.C., Berman, J.J., Ilter, S.S., Kranas, G., &
Kureshov, V.A. (2006). The effect of employee trust of the supervisor on
enterprising behavior: A cross-cultural comparison. Journal of Business
and Psychology, 21, 273-291.
[30] Harris, K.J., Andrews, M.C., & Kacmar, K.M. (2007). The moderating
effects of justice on the relationship between organizational politics and
workplace attitudes. Journal of Business and Psychology, 22, 135-144.
[31] Bauer, T.N., & Green, S.G. (1996). Development of leader-member
exchange: A longitudinal test, Academy of Management Journal, 39(6),
1538-1567.
@article{"International Journal of Business, Human and Social Sciences:52351", author = "Cheng-Shiung Wu", title = "A Study of the Relationship of PSI and LMX to Service Providers' CS in Hospitality Industry", abstract = "The purpose of the current study is to gain insight into the relative role of professional self-image (PSI) for service providers among leader-member exchange (LMX), career success. Lack of studies demonstrated that PSI of service providers affect on their CS. So, it is necessary to, according to service providers- perspective, explore the relationship among LMX and CS in hospitality industry. The result of the current study can suggest strategic directions for hospitality practitioners in terms of constructing LMX relationship, so as to make service providers realize and build their PSI, and to promote their CS. Implications of these findings for hospitality implementations as well as future research directions are subsequently discussed.
", keywords = "Leader-member Exchange (LMX), Professional Self-image (PSI), Career Success (CS), Hospitality Industry.", volume = "7", number = "6", pages = "1447-5", }
