| Nowadays,the environment of hospitality industry can be characterized by unstable,dynamical,and complicating,and the customer's needs are also becoming increasingly various,personalized,and original.This leads to plenty of challenges for hospitality organizations,such as how to improve service quality,what measures should be took to achieve customer satisfaction and loyalty to further obtain smooth operation and future sustaining development.In addition,scholars have emphasized that hospitality firms ought to keep dynamical balance between personalization and standardization,focusing on only one side and giving up the another will not be beneficial to the development of hospitality organizations.Thus,on the premise of ensuring standardization,how to provide the urmost personalizing service for customer has become an extreme challenge for hospitality organizations.The front-line service employees and service work units are the main channel for service delivery.Therefore,hospitality organizations should put more efforts to stimulate front-line service employees and service work units to perform appropriate service work crafting to provide personalizing service.As mentioned above,the external surroundings that organizations belong to are becoming increasingly uncertain,unstable,and complicating.The scholars have realized the prior single type of leadership behavior can be not effective enough to cope with such severe situations,and it is urgent to employee more comprehensive and flexible leadership style.Ambidextrous leadership,which stresses on "both...and..." rather than“either...or...",is put forward correspondingly and has been considered as more workable leadership.Ambidextrous leadership requires supervisor to cope with tasks and problems inclusively,innovatively,and contradictingly.Moreover,ambidextrous leadership is similar to Chinese traditional philosophy of"ying-yang",thus,introducing ambidextrous leadership into Chinese culture background will make more theoretical and practical contributions.However,such relevant research is really lacking,no matter in domestic or overseas.With all this,drawing on conservation of resources theory,social recognition theory,and self-determination theory,this study proposes a comprehensive theoretical framework which investigates the relationship between ambidextrous leadership and service work crafting in individual-level,group-level,and cross-level.The research data were collected from front-line service employees that belong to hospitality industry of China.Time-lagged data collection was employed and three surveys were conducted in three times,and each was made per two months.After that,the researcher used a series of approaches to analyze the research data to examine the hypotheses.This paper comprises three sub-research,specifically:Sub·research 1:The relationship between ambidextrous leadership and service work crafting:The individual-level perspective.Sub-research 1 proposes a moderated-mediation framework on the foundation of conservation of resources theory which includes a mediator and a moderator.This study attempts to investigate the relationship between ambidextrous leadership and service work crafting,the potential mediating effect of work passion on the relationship between ambidextrous leadership and service work crafting,and the possible moderating effect of proactive personality on the relationship between work passion and service work crafting.With the data analyzing,it is found(1)there is a positive relationship between ambidextrous leadership and service work crafting;(2)work passion plays a mediating effect on the relationship between ambidextrous leadership and service work crafting;(3)proactive personality moderates the relationship between work passion and service work crafting,such that this relationship is stronger for those with high proactive personality than those with low;(4)proactive personality also moderates the indirect relationship between ambidextrous leadership and service work crafting via work passion,such that the relationship is stronger for those with high proactive personality than those with low.Sub-research 1 illustrates the mediating and moderating mechanisms that underlying the relationship between ambidextrous leadership and service work crafting from individual-level.This findings not only make great theoretical contributions,but also provide several significant managerial implications.Sub-research 2:The relationship between ambidextrous leadership and service work crafting:The group-level perspective.Based on social recognition theory,sub-research 2 makes a moderated-mediation framework which includes a mediator and a moderator.This study is from group-level to examine the relationship between ambidextrous leadership and service work crafting,the potential mediating effect of team creative efficacy on the relationship between ambidextrous leadership and service work crafting,and the possible moderating effect of promoting autonomy work design on the relationship between team creative efficacy and service work crafting.Through the data analyzing,it is found(1)team ambidextrous leadership exerts positive influence on team service work crafting;(2)team creative efficacy plays a significant mediating role on the relationship between team ambidextrous leadership and team service work crafting;(3)promoting autonomy work design moderates the relationship between team creative efficacy and team service work crafting,such that this relationship is stronger when promoting autonomy work design is high rather than low;(4)promoting autonomy work design can also moderate the indirect relationship between team ambidextrous leadership and team service work crafting via team creative efficacy,such that the relationship is stronger when promoting autonomy work design is high rather than low.Sub-research 2 accounts for the mediating and moderating mechanisms that underlying the relationship between team ambidextrous leadership and team service work crafting.This study extends the scope of relevant research and makes a couple of significant theoretical and managerial implications.Sub-research 3:The relationship between ambidextrous leadership and service work crafting:The cross-level perspective.Drawing on self-determination theory,sub-research 3 proposes a moderated-mediation framework that includes a mediator and a moderator.This study investigates the cross-level relationship between team ambidextrous leadership and individual-level service work crafting,the potential mediating effect of work passion on the cross-level relationship between team ambidextrous leadership and individual-level service work crafting,and the possible moderating effect of high-commitment human resource management on the cross-level relationship between team ambidextrous leadership and individual-level work passion.Hierarchical linear model(HLM)was used to examine hypotheses,it is found(1)team ambidextrous leadership exerts positive effect on individual-level service work crafting;(2)work passion plays a significant mediating role on the relationship between tean ambidextrous leadership and individual-level service work crafting;(3)high-commitment human resource management moderates the relationship between team ambidextrous leadership and individual-level work passion,such that this relationship is stronger when high-commitment human resource management is high rather than low;(4)high-commitment human resource management also moderates the indirect relationship between team ambidextrous leadership and individual-level service work crafting via work passion,such that the relationship is stronger when high-commitment human resource management is high rather than Iow.Sub-research 3 identifies the mediating and moderating mechanisms that underlying the relationship between team ambidextrous leadership and individual-level service work crafting.This study enriches the extant research and makes several significant theoretical and managerial implicationsWith all this three sub-research,this paper makes several significant theoretical contributions.Specifically,(1)from the individual-level,group-level,and cross-level,this paper comprehensively explores the antecedent of service work crafting.It can be concluded that ambidextrous leadership can exert positive influences on service work crafting from multilevel,which extends the relevant research about the investigation of the determinant of work crafting;(2)from the individual-level,group-level,and cross-level,this paper investigates the outcome of ambidextrous leadership from multilevel.It is found ambidextrous leadership can exert significant and multilevel effects on service work crafting.This expands ambidextrous leadership research and makes great contributions to the development of ambidextrous leadership theory;(3)based on conservation of resource theory,social recognition theory,and self-determination theory,this paper illustrates the comprehensive and multilevel mediating mechanisms that underlie the relationship between ambidextrous leadership and service work crafting.The results show that work passion and team creative efficacy can mediate the complicating relationship between ambidextrous leadership and service work crafting.This not only enhances the understanding of how ambidextrous leadership makes significant influences on service work crafting,but also provides empirical evidence for the adaptation of this three theory;(4)this paper investigates the boundary conditions from personal characteristic,work design,and human resource management.On the one hand,the investigation of multiple types of boundary conditions help to build a comprehensive and sophisticating framework.On the other hand,this also promotes the theoty development of proactive personality,promoting autonomy work design,and high-commitment human resource management. |
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