Turning hotel employees into brand champions: The roles of well-conntected leaders’ and organizational identification

UM > Faculty of Business Administration > DEPARTMENT OF MANAGEMENT AND MARKETING

Status	已發表Published
	Turning hotel employees into brand champions: The roles of well-conntected leaders’ and organizational identification
	Chan, W. W. H.; Chow, C. W. C; Loi, R.; Xu, A. J.
	2018-11-01
Source Publication	Journal of Hospitality and Tourism Research
ISSN	1557-7554
Pages	1232-1253
Abstract	Employees’ positive word of mouth (WOM) about hotel brands has a profound impact on customer choice and hotel effectiveness. On the basis of social identity theory and social information processing theory, we posit a moderated mediation model wherein hotel supervisors’ organizational identification (OI) increases their subordinates’ engagement in positive WOM behavior by enhancing subordinates’ OI. This relationship is moderated by supervisors’ upward-exchange relationships with their bosses (i.e., leader–leader exchange). Data from a two-wave survey conducted in a hotel in China indicate that employees working under supervisors with high levels of OI better identify with the hotel and engage in more positive WOM behavior. This is particularly the case when supervisors engage in high quality leader–leader exchange and are well connected with their bosses. The article concludes with theoretical and practical implications highlighting the importance of cultivating employees’ organizational identification and positive WOM behavior in the hospitality sector.
Keyword	hotel employees leader–leader exchange organizational identification positive word of mouth
Language	英語English
The Source to Article	PB_Publication
PUB ID	35279
Document Type	Journal article
Collection	DEPARTMENT OF MANAGEMENT AND MARKETING
Corresponding Author	Xu, A. J.
Recommended Citation GB/T 7714	Chan, W. W. H.,Chow, C. W. C,Loi, R.,et al. Turning hotel employees into brand champions: The roles of well-conntected leaders’ and organizational identification[J]. Journal of Hospitality and Tourism Research, 2018, 1232-1253.
APA	Chan, W. W. H.., Chow, C. W. C., Loi, R.., & Xu, A. J. (2018). Turning hotel employees into brand champions: The roles of well-conntected leaders’ and organizational identification. Journal of Hospitality and Tourism Research, 1232-1253.
MLA	Chan, W. W. H.,et al."Turning hotel employees into brand champions: The roles of well-conntected leaders’ and organizational identification".Journal of Hospitality and Tourism Research (2018):1232-1253.

Files in This Item:
There are no files associated with this item.

If you have any objections to this item, please fill out the form below and the administrator will contact you as soon as possible.
Content:
Email：	*
Affiliation No.
Verification Code:	Refresh

Any comments and suggestions are welcomed.
Title:	*
Content:
Email：	*
Verification Code:	Refresh