Human Resource Management Practices And Hotel Employees' Proactive Customer Service Performance:Moderating Effect Of Service Climate And Mediating Effect Of Work Engagement

The coming of service economy era makes the trend of the global economy transition from "industrial economy" to "service economy" further.As a service oriented hotel industry,in the increasingly intense market competition,which requires employees to understand and meet the reasonable needs of the customers,to actively display proactive behavior in the process of serving customers and improve proactive customer service performance.Because the proactive customer service performance has the characteristics of self priming,long-term guidance and lasting service,it is necessary for the hotel to implement the human resource management practice aiming at improving the performance of the prospective customer service.However,the previous research on the performance of prospective customer service was very rare from the perspective of human resource management practice.Therefore,the relationship between human resource management practices and hotel employees'proactive customer service performance,as well as the role of job service climate and work engagement was discussed,which had theoretical and practical significance to improve the human resource management practice in China's hotel industry and improve the level of hotel employees' proactive customer service performance.Under this background,based on social exchange theory and cognitive valuation theory,this study used matched-employee-supervisor surveys to collect 425 valid matched data from 11 star hotels in Beijing,Xi'an and Shanghai.Using SPSS 19.0 and Amos19.0,through correlation analysis,stepwise regression analysis,mediating effect and moderated-mediating effect test to explore the relationship between human resource management practices and hotel employees,proactive customer service performance,as well as the role of job service climate and work engagement.The results showed that:(1)Human resource management practices had a significant effect on hotel employees' Proactive customer service performance;(2)Human resource management practices had a significant effect on hotel employees' work engagement;(3)Work engagement had a significant effect on hotel employees' proactive customer service performance;(4)Work engagement had a partial mediating effect on the relationship between human resource management practices and hotel employees' proactive customer service performance;(5)Service climate had a moderating effect on the relationship between human resource management practices and hotel employees' proactive customer service performance;(6)Service climate acted as a mediated-moderator,which moderated the relationship between human resource management practices and hotel employees'proactive customer service performance.The conclusion showed that:The mediating role of work engagement was moderated by service climate,which was relationship between human resource management practices and hotel employees' work engagement was stronger when the level of service climate was higher,on the contrary,the relationship was weaker.Finally,the limitations of our study and future directions were discussed.