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- W4386820418 abstract "Retaining hospitality employees and encouraging them to perform well has long been a popular topic for hospitality scholars and practitioners. Hospitality employees engage in numerous interpersonal interactions as part of their daily work. Interacting with customers and guests plays a vital role in shaping the hospitality work environment. While extensive research has examined the customer's perspective in service interactions, there has been limited attention given to understanding the employees’ viewpoint and the benefits they derive from these interactions. Therefore, this study aimed to explore the positive effects of employee-customer interactions as part of the hospitality work environment on the employees themselves. Online survey responses were collected from 285 U.S. employees, and structural equational modeling was performed. Grounded on McClelland's Needs Theory, the findings of the present research suggest that social needs mediated the positive relationship between guest-employee exchange and employees' job performance. Additionally, social needs mediated the negative relationship between guest-employee exchange and turnover intention. Moreover, social curiosity mediated the positive relationship between diverse customers and job performance. Hospitality managers can leverage the characteristics of their customer groups, such as diverse customers and the existence of guest-employee exchange, as a competitive advantage in recruiting suitable employees for their organizations." @default.
- W4386820418 created "2023-09-19" @default.
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- W4386820418 date "2023-10-01" @default.
- W4386820418 modified "2023-09-27" @default.
- W4386820418 title "What’s in it for them? The role of social curiosity and social needs in motivating and retaining hospitality employees" @default.
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- W4386820418 doi "https://doi.org/10.1016/j.ijhm.2023.103596" @default.
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