Turning Hotel Employees into Brand Champions: The Roles of Well-Connected Leaders and Organizational Identification [Summary]
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2019-03-08
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Virginia Tech
Abstract
Employees’ positive word of mouth (WOM) about hotel brands has a profound impact on customer choice and hotel effectiveness. On the basis of social identity theory and social information processing theory, we posit a moderated mediation model wherein hotel supervisors’ organizational identification (OI) increases their subordinates’ engagement in positive WOM behavior by enhancing subordinates’ OI...
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hotel employees, leader-leader exchange, organizational identification, positive word of mouth