The link between tourism involvement and service performance: Evidence from frontline retail employees
dc.contributor.author | Suhartanto, Dwi, | |
dc.contributor.author | Dean, David | |
dc.contributor.author | Nansuri, R | |
dc.contributor.author | Triyuni, NN | |
dc.date.accessioned | 2018-10-22T21:23:53Z | |
dc.date.available | 2017-10-18 | |
dc.date.issued | 2018-02 | |
dc.date.submitted | 2017-10-14 | |
dc.description.abstract | Despite the increasing attention on employee performance, empirical research to explain the consequences of employee involvement in tourism on their service performance has been overlooked. This study proposes new insights into theoretical concepts and evaluates the empirical evidence on the direct relationship between tourism involvement and employee service performance and its indirect relationship through work engagement and job satisfaction in the context of retail. To test the proposed model, this study applies variance-based structural equation modeling partial least squares (PLS) with a sample of 408 frontline store employees in Bandung, Indonesia. The results reveal that tourism involvement directly affects service performance. Further, this study confirms that the linkage between tourism involvement and service performance is partially mediated by work engagement and job satisfaction. The theoretical and managerial practices consequences of these findings are discussed. | |
dc.format.extent | pp.130-137 | |
dc.identifier | https://www.webofscience.com/api/gateway?GWVersion=2&SrcApp=elements_prod&SrcAuth=WosAPI&KeyUT=WOS:000424964900012&DestLinkType=FullRecord&DestApp=WOS_CPL | |
dc.identifier.doi | 10.1016/j.jbusres.2017.10.039 | |
dc.identifier.eissn | 1873-7978 | |
dc.identifier.issn | 0148-2963 | |
dc.identifier.other | FW0ET (isidoc) | |
dc.identifier.uri | https://hdl.handle.net/10182/10302 | |
dc.language | en | |
dc.language.iso | en | |
dc.publisher | Elsevier | |
dc.relation | The original publication is available from Elsevier - https://doi.org/10.1016/j.jbusres.2017.10.039 - http://dx.doi.org/10.1016/j.jbusres.2017.10.039 | |
dc.relation.isPartOf | Journal of Business Research | |
dc.relation.uri | https://doi.org/10.1016/j.jbusres.2017.10.039 | |
dc.rights | © 2017 Elsevier Inc. All rights reserved. | |
dc.subject | tourism involvement | |
dc.subject | service performance | |
dc.subject | work engagement | |
dc.subject | job satisfaction | |
dc.subject | frontline employee | |
dc.subject | retail | |
dc.subject.anzsrc | ANZSRC::1506 Tourism | |
dc.subject.anzsrc | ANZSRC::150606 Tourist Behaviour and Visitor Experience | |
dc.subject.anzsrc2020 | ANZSRC::35 Commerce, management, tourism and services | |
dc.title | The link between tourism involvement and service performance: Evidence from frontline retail employees | |
dc.type | Journal Article | |
lu.contributor.unit | LU | |
lu.contributor.unit | LU|Faculty of Agribusiness and Commerce | |
lu.contributor.unit | LU|Research Management Office | |
lu.contributor.unit | LU|Faculty of Agribusiness and Commerce|AGMK | |
lu.contributor.unit | LU|Research Management Office|OLD QE18 | |
lu.contributor.unit | LU|Research Management Office|OLD PE20 | |
lu.identifier.orcid | 0000-0003-2534-8065 | |
pubs.publication-status | Published | |
pubs.publisher-url | http://dx.doi.org/10.1016/j.jbusres.2017.10.039 | |
pubs.volume | 83 |