Cultivating meaningful experiences: the impact of psychological climate on voluntary pro-environmental behavior and proactive customer service performance
This study investigates the impact of psychological climate (PC) on hotel employees' voluntary pro-environmental behavior (VPEB) and proactive customer service performance (PCSP). Drawing on the broaden-and-build theory, we explore how experienced meaningfulness (EM) mediates the relationship b...
| Main Authors: | , , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
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2024
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| Subjects: | |
| Online Access: | http://psasir.upm.edu.my/id/eprint/111712/1/Short%20version%20of%20article%2018%20July%202024.pdf |
| _version_ | 1811138083480928256 |
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| author | Yang, Boya Ho, Jo Ann Ng, Siew Imm Jun Hwa (Jacky), Cheah |
| author_facet | Yang, Boya Ho, Jo Ann Ng, Siew Imm Jun Hwa (Jacky), Cheah |
| author_sort | Yang, Boya |
| collection | UPM |
| description | This study investigates the impact of psychological climate (PC) on hotel employees' voluntary pro-environmental behavior (VPEB) and proactive customer service performance (PCSP). Drawing on the broaden-and-build theory, we explore how experienced meaningfulness (EM) mediates the relationship between PC and discretionary behaviors, and how interdependent self-construal (InterSC) moderates these effects. Data from 603 employees and 201 supervisors in Macau’s upscale hotels reveal that positive PC enhances EM, leading to increased VPEB and PCSP. The findings offer insights into fostering sustainable practices and exceptional service in the hospitality industry by promoting a supportive work environment and considering individual differences in self-construal. |
| first_indexed | 2024-09-25T03:44:33Z |
| format | Conference or Workshop Item |
| id | upm.eprints-111712 |
| institution | Universiti Putra Malaysia |
| language | English |
| last_indexed | 2024-09-25T03:44:33Z |
| publishDate | 2024 |
| record_format | dspace |
| spelling | upm.eprints-1117122024-08-19T02:23:04Z http://psasir.upm.edu.my/id/eprint/111712/ Cultivating meaningful experiences: the impact of psychological climate on voluntary pro-environmental behavior and proactive customer service performance Yang, Boya Ho, Jo Ann Ng, Siew Imm Jun Hwa (Jacky), Cheah This study investigates the impact of psychological climate (PC) on hotel employees' voluntary pro-environmental behavior (VPEB) and proactive customer service performance (PCSP). Drawing on the broaden-and-build theory, we explore how experienced meaningfulness (EM) mediates the relationship between PC and discretionary behaviors, and how interdependent self-construal (InterSC) moderates these effects. Data from 603 employees and 201 supervisors in Macau’s upscale hotels reveal that positive PC enhances EM, leading to increased VPEB and PCSP. The findings offer insights into fostering sustainable practices and exceptional service in the hospitality industry by promoting a supportive work environment and considering individual differences in self-construal. 2024-05-10 Conference or Workshop Item NonPeerReviewed text en http://psasir.upm.edu.my/id/eprint/111712/1/Short%20version%20of%20article%2018%20July%202024.pdf Yang, Boya and Ho, Jo Ann and Ng, Siew Imm and Jun Hwa (Jacky), Cheah (2024) Cultivating meaningful experiences: the impact of psychological climate on voluntary pro-environmental behavior and proactive customer service performance. In: The 1st International Early-Career Researcher Conference in Hospitality and Tourism, 10-12 May 2024, Macau. (pp. 1-23). (Submitted) Hospitality industry - Customer services |
| spellingShingle | Hospitality industry - Customer services Yang, Boya Ho, Jo Ann Ng, Siew Imm Jun Hwa (Jacky), Cheah Cultivating meaningful experiences: the impact of psychological climate on voluntary pro-environmental behavior and proactive customer service performance |
| title | Cultivating meaningful experiences: the impact of psychological climate on voluntary pro-environmental behavior and proactive customer service performance |
| title_full | Cultivating meaningful experiences: the impact of psychological climate on voluntary pro-environmental behavior and proactive customer service performance |
| title_fullStr | Cultivating meaningful experiences: the impact of psychological climate on voluntary pro-environmental behavior and proactive customer service performance |
| title_full_unstemmed | Cultivating meaningful experiences: the impact of psychological climate on voluntary pro-environmental behavior and proactive customer service performance |
| title_short | Cultivating meaningful experiences: the impact of psychological climate on voluntary pro-environmental behavior and proactive customer service performance |
| title_sort | cultivating meaningful experiences the impact of psychological climate on voluntary pro environmental behavior and proactive customer service performance |
| topic | Hospitality industry - Customer services |
| url | http://psasir.upm.edu.my/id/eprint/111712/1/Short%20version%20of%20article%2018%20July%202024.pdf |
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