The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-role Customer Service Behavior: A Moderated Mediation Model
Keywords
social perceptions, restaurants, coworkers, supervisors, work engagement, extra-role customer service, warmth, competence, morality
Abstract
The purpose of this study was to examine the effects of restaurant employees' social perceptions of their supervisors on employees' work engagement and extra-role customer service behavior. We also assessed restaurant employees' social perceptions of their coworkers as a moderator. Utilizing an online survey design, data were collected from frontline restaurant employees via an online commercial subject pool (N = 477). Results showed that the more employees perceive their supervisors as warm, competent, and moral, the more employees were willing to engage in extra-role customer service behavior via the indirect effect of increased work engagement. The effect of work engagement on extra-role customer service was also found to be more pronounced when employees developed positive social perceptions of their coworkers. These results offer implications for work engagement, as they suggest a new antecedent in the form of social perceptions, as well as a boundary condition to the positive outcomes of engagement through the interactive effect of social perceptions of coworkers and extra-role customer service behavior. In doing so, these results also shed light on the relevance of social perceptions in hospitality operations.
Publication Date
3-10-2020
Original Citation
Orlowski, M., Bufquin, D., & Nalley, M. E. (in press). The influence of social perceptions on restaurant employee work engagement and extra-role customer service behavior: A moderated mediation model. Cornell Hospitality Quarterly
Document Type
Paper
Language
English
Source Title
Cornell Hospitality Quarterly
Copyright Status
Unknown
Copyright Date
2020
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Orlowski, Marissa; Bufquin, Diego; and Nalley, Michael E., "The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-role Customer Service Behavior: A Moderated Mediation Model" (2020). Faculty Scholarship and Creative Works. 886.
https://stars.library.ucf.edu/ucfscholar/886