<abstract xmlns="http://www.w3.org/1999/xhtml"><p>Hospitality is a service industry in which team cooperation and assistance among the co-workers is necessary. Scholars have found that salary or benefits by themselves are not sufficient to motivate employees’ internal service intention and attitude. The norm of reciprocity in which the individuals’ intention results in active behaviour that is driven by the desire to obtain rewards has rarely been applied in the field of hotel internal service. In this study, we used the theory of planned behaviour (TPB) to investigate the effects of leader-member exchange (LMX) and co-worker exchange on internal service behavioural intention and its causes, that is, attitude, subjective norms, and perceived behavioural control. In this study, we chose frontline professional service personnel from 30 international tourist hotels in Taiwan as research subjects and collected 684 valid questionnaires for statistical analysis. The results showed that LMX and co-worker exchange significantly affected the internal service behavioural intention and were significantly correlated with the causes of internal service behaviour intention, that is, attitude, subjective norms, and perceived behavioural control. The results of this study should provide practical and theoretical assistance guidance for the rapidly growing domestic hospitality industry, in terms of increasing service competitiveness and facilitating the strategic planning of human resource management.</p></abstract>

Hospitality is a service industry in which team cooperation and assistance among the co-workers is necessary. Scholars have found that salary or benefits by themselves are not sufficient to motivate employees’ internal service intention and attitude. The norm of reciprocity in which the individuals’ intention results in active behaviour that is driven by the desire to obtain rewards has rarely been applied in the field of hotel internal service. In this study, we used the theory of planned behaviour (TPB) to investigate the effects of leader-member exchange (LMX) and co-worker exchange on internal service behavioural intention and its causes, that is, attitude, subjective norms, and perceived behavioural control. In this study, we chose frontline professional service personnel from 30 international tourist hotels in Taiwan as research subjects and collected 684 valid questionnaires for statistical analysis. The results showed that LMX and co-worker exchange significantly affected the internal service behavioural intention and were significantly correlated with the causes of internal service behaviour intention, that is, attitude, subjective norms, and perceived behavioural control. The results of this study should provide practical and theoretical assistance guidance for the rapidly growing domestic hospitality industry, in terms of increasing service competitiveness and facilitating the strategic planning of human resource management.

Two social exchanges and service personnel’s internal service behavioural intention at international tourism hotels

European Journal of Tourism, Hospitality and Recreation

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Hospitality is a service industry in which team cooperation and assistance among the co-workers is necessary. Scholars have found that salary or benefits by...

Two social exchanges and service personnel’s internal service behavioural intention at international tourism hotels

Publicado en línea: 30 mar 2017

Páginas: 146 - 155

Recibido: 20 nov 2015

Aceptado: 05 may 2016

DOI: https://doi.org/10.1515/ejthr-2016-0017

Palabras clave
Social Exchange, Theory of Planned Behaviour, Internal Service Behavioural Intention, Hospitality Industry

© 2016 Wen-Jung Chen, published by De Gruyter Open

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Two social exchanges and service personnel’s internal service behavioural intention at international tourism hotels

Publicado en línea: 30 mar 2017

Páginas: 146 - 155

Recibido: 20 nov 2015

Aceptado: 05 may 2016

DOI: https://doi.org/10.1515/ejthr-2016-0017

Palabras claveSocial Exchange, Theory of Planned Behaviour, Internal Service Behavioural Intention, Hospitality Industry

© 2016 Wen-Jung Chen, published by De Gruyter Open

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Palabras clave
Social Exchange, Theory of Planned Behaviour, Internal Service Behavioural Intention, Hospitality Industry