Investigating the influence of thriving at work on hotel employees’ service performance with the moderating effect of leader-member exchange

Abstract

This paper investigates the influence of hotel employee's thriving at work (including learning and vitality) on their service performance, and explores how leader-member exchange (LMX) moderates this influence. The sampling object of the questionnaire is the employees of 5-star hotels in the north, central, and south of Taiwan who are willing to answer the questionnaires. Purposive sampling is employed. In total, 900 surveys were disseminated throughout Taiwan., including 300 each in the north, central, and south. Out of these, 657 acceptable surveys were collected, resulting in a 73% response rate. The research findings show that: (1) learning positively affect service performance; (2) vitality positively affect service performance; (3) LMX negatively moderates the influence of learning on service performance; (4) LMX negatively moderates the influence of vitality on service performance. At last, the paper proposes managerial implications and subsequent recommendations derived from the research findings.