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. 2023 Mar:46:101087.
doi: 10.1016/j.tmp.2023.101087. Epub 2023 Jan 31.

The effect of hotel employee resilience during COVID-19: The moderation role of perceived risk and challenge stressors

Chaowu Xie  1 , Jiangchi Zhang  1 , Yanying Chen  2 , Alastair M Morrison  3
Affiliations

The effect of hotel employee resilience during COVID-19: The moderation role of perceived risk and challenge stressors

Chaowu Xie et al. Tour Manag Perspect. 2023 Mar.

Abstract

The effect of hotel employee resilience during major crises lacks sufficient empirical investigation. This research aimed to develop a conceptual model of hotel employee resilience effects on turnover intentions and service quality with belief restoration as mediation and challenge stressors and perceived risk as moderation variables. A questionnaire survey was conducted with 28 star-rated hotels (including two 3-star, fifteen 4-star, and eleven 5-star hotels) in southeastern, northeastern, central, and western China against the background of the COVID-19 pandemic, and with operational (e.g., front office, food and beverage, housekeeping) and administrative (e.g., human resource, sales, finance) departments. A total of 1318 valid questionnaires were collected. The results showed that: (1) employee resilience predicted employee service quality positively and turnover intentions negatively; (2) belief restoration partially mediated the impact of employee resilience on service quality and turnover intentions; and (3) perceived risk and challenge stressors had diverse moderation effects (e.g., U-shaped, linear) in the impacts of resilience, and they were important external and internal situational factors that influenced the impact of employee resilience. This research revealed the effects and situational conditions of hotel employee resilience during a major crisis, which provides a theoretical basis for establishing hotel crisis response strategies.

Keywords: Belief restoration; Resilience; Self-determination theory; Service quality; Turnover intentions.

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Conflict of interest statement

None.

Figures

Fig. 1
Fig. 1
Conceptual model.
Fig. 2
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Structural equation modeling.
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Fig. 3
The moderation effect of perceived risk.
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Fig. 4
The moderation effect of challenge stressors.
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