Managerial Coaching Behavior In Hotel:Influencing Factors And Its Mechanisms On Employee Service Performance

With the development of the service economy and the coming of the experience era,the role of human resources in the hotel industry has become increasingly prominent.The goal of how to improve human resources management to achieve organizational goals is increasingly drawing attention from the academic community.Throughout the existing researches,managerial coaching behaviors are a new role expression for managers,and its effectiveness has been gradually confirmed by scholars.However,the specific dimensions of hotel managerial coaching behaviors are not yet clear.There is a lack of systematic research on the influencing factors of hotel managerial coaching behaviors.There is less concern about the mechanisms of managerial coaching behaviors on employee service performance in hotel.And the applicability of managerial coaching behaviors in the context of local management remains to be verified.Based on this,the study relies on the actual situation of Chinese situation and hotel human resource management,and mainly carries out theoretical exploration and empirical research on the following three research issues:one is to explore the dimensions of hotel managerial coaching behavior;the second is to find out the influencing factors of hotel managerial coaching behaviors;the third is to clarify the role of hotel managerial coaching behavior on employee service performance and the role of boundary conditions.;The third is to clarify the mechanisms of managerial coaching behaviors on employee service performance in hotel.This study aims at the above three issues,based on the theory of implicit personality,the “gradient theory” that “people are dynamic and malleable”,positive psychology theory's attention to “potential excavation,” drawing on and integrating the role theory,self-determination theory,and social exchange theory,social learning theory and contingency theory,taking the managers and employees of 46 star-rated hotels in China as research subjects,adopting a mixed design combining qualitative and quantitative methods,and collecting qualitative data through in-depth interviews,focus group interviews,and open questionnaire surveys,then collecting quantitativedata through questionnaire survey.This study was based on 71 in-depth interviews,10 volumes of texts,335 sample managers,and 697 employee samples from 107 teams,and used research methods such as interviews,grounded theory,exploratory factor analysis,confirmatory factor analysis,regression analysis,SEM,and HLM to carry out research:(1)This research constructed and examined the dimensions model of managerial coaching behaviors in hotel.Through in-depth interviews,focus groups,and open-ended surveys with hotel leaders(above manager level),managers(department managers),employees(supervisor and below),this research obtained perceptions of managerial coaching behaviors from different perspectives.This research used grounded theory to explore the dimensions of the managerial coaching behaviors of hotel in the Chinese context and used 335 managers sample data and 697 employee sample data to conduct empirical tests.(2)This research constructed and tested the influencing factor model of managerial coaching behaviors in hotel.On the basis of literature review and qualitative research,the study integrated the viewpoints of role theory,achievement goal theory and contingency theory,proposed a model framework for influencing factors of hotel managerial coaching behaviors.This study took hotel managers as the research objects,collected 335 questionnaires by the pre-investigation and formal investigation,and used the multivariate regression and bootstrap method for verification analysis.(3)This research constructed and examined the mechanisms and boundary conditions of managerial coaching behaviors on employee service performance in hotel.Based on self-determination theory,social exchange theory,social exchange theory,and contingency theory,a research framework of the mechanisms of managerial coaching behavior on employee service performance was proposed.The study consisted of hotel employees and departmental teams,through 107 teams(697employee sample)was analyzed using SEM and HLM,and examined the mechanisms from the individual-level managerial coaching behavior and the team-level managerial coaching behaviors to the employee service performance.Through the above analysis,this study found that:(1)In the aspect of the composition of managerial coaching behaviors in hotel,the managerial behaviors of the hotel manager were divided into three dimensions:guidance,inspiration and motivation according to different points of attention of the managers.Among them,the guidance focuses on the improvement of employee's mobility;enlightenment focuses on the improvement of employee's thinking;incentives focus on employee motivation.(2)In the influencing factors of managerial coaching behaviors in hotel,managerial coaching behaviors are mainly influenced by many factors such as training and development policies,managers' internal professional goals,managers' systemic cognitive style and role clarity.Training and development policies,managers' internal professional goals,and managers' systemic cognitive styles have a significant influence on hotel managerial coaching behaviors through the role clarity.The influence of servant leadership,external professional goals,intuitive cognitive style and physical resources on managerial coaching behaviors was not significant.(3)About the mechanism of the managerial coaching behaviors on employee service performance in hotel,there is a cross-level mechanism.Specifically,at the individual level,the psychological empowerment and affective commitment partially mediate the relationship between the managerial coaching behaviors and employee service performance in hotel;proactive personality moderates the relationship between managerial coaching behaviors and employee service performance in such a way that the relationship is stronger for employees with low levels of proactive personality than for those with high levels of proactive personality.Employee's proactive personality moderates the relationship between psychological empowerment and employee service performance in such a way that the relationship is stronger for employees with low levels of proactive personality than for those with high levels of proactive personality.But there are certain conditions and restrictions that the moderating role does not exist for employees with medium levels of proactive personality.Proactive personality moderates the relationship between affective commitment and employee service performance in such a way that the relationship is stronger for employees with low levels of proactive personality than for those with high levels of proactive personality.In the cross-level study,team learning climate,psychological empowerment and affective commitment mediate the relationship between the team level managerial coaching behaviors and the employee service performance in hotel.The moderating role of the team learning climate is not significant between the individual level managerial coaching behaviors and employee psychological empowerment.The moderating role of the team learning climate is not significant between the individual level managerial coaching behaviors and employee affective commitment.The three-dimensional structure of managerial coaching behaviors under the Chinese management situation constructed by this paper is a pioneering research.In this paper,the role theory was systematically explored to discuss the influencing factors of managerial coaching behavior in hotel.The research build a cross-level research to explain the mechanism of managerial coaching behaviors on employee service performance by using basic psychological needs and personality characteristics of employees.The findings enrich and develop the existing managerial coaching behaviors research,which has certain theoretical significance.In addition,the research conclusions can provide a theoretical reference for role playing of manager as coach,employee development and job performance in hotel,and have a strong practical significance for the improvement of hotel human resources management.