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The link between tourism involvement and service performance: Evidence from frontline retail employees

Author

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  • Suhartanto, Dwi
  • Dean, David
  • Nansuri, Ruhadi
  • Triyuni, N.N.

Abstract

Despite the increasing attention on employee performance, empirical research to explain the consequences of employee involvement in tourism on their service performance has been overlooked. This study proposes new insights into theoretical concepts and evaluates the empirical evidence on the direct relationship between tourism involvement and employee service performance and its indirect relationship through work engagement and job satisfaction in the context of retail. To test the proposed model, this study applies variance-based structural equation modeling partial least squares (PLS) with a sample of 408 frontline store employees in Bandung, Indonesia. The results reveal that tourism involvement directly affects service performance. Further, this study confirms that the linkage between tourism involvement and service performance is partially mediated by work engagement and job satisfaction. The theoretical and managerial practices consequences of these findings are discussed.

Suggested Citation

  • Suhartanto, Dwi & Dean, David & Nansuri, Ruhadi & Triyuni, N.N., 2018. "The link between tourism involvement and service performance: Evidence from frontline retail employees," Journal of Business Research, Elsevier, vol. 83(C), pages 130-137.
    • Handle: RePEc:eee:jbrese:v:83:y:2018:i:c:p:130-137
    DOI: 10.1016/j.jbusres.2017.10.039
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    References listed on IDEAS

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    5. Johannes Hofmeister & Dominik K. Kanbach & Jens Hogreve, 2024. "Service productivity: a systematic review of a dispersed research area," Management Review Quarterly, Springer, vol. 74(3), pages 1249-1281, September.
    6. Hermawan, Hary & , Santosa & Sinangjoyo, Nikasius Jonet, 2022. "The Significance of Tourism Attraction and Social Media Promotion on The Interest of Return Visit," OSF Preprints q5npu, Center for Open Science.
    7. Anna Kwiotkowska & Magdalena Gębczyńska, 2022. "Job Satisfaction and Work Characteristics Combinations in Industry 4.0 Environment—Insight from the Polish SMEs in the Post–Pandemic Era," Sustainability, MDPI, vol. 14(20), pages 1-18, October.
    8. Mulcahy, Rory Francis & Riedel, Aimee S., 2020. "‘Touch it, swipe it, shake it’: Does the emergence of haptic touch in mobile retailing advertising improve its effectiveness?," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).

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