B&B host work-life balance and customer online self- disclosure: A cross-level mediation effect of work vigor

Abstract

This study, based on conservation-of-resources theory and self-disclosure perspective, establishes and validates a theoretical framework that contributes domain knowledge to micro-scale hospitality management. Empirical data were collected from 109 bedand-breakfast (B&B) hosts and their 528 dyadic customers in east Taiwan. Our findings indicate that the cross-level mediation effect of B&B host work vigor can mediate the relationship between B&B host work-life balance and customer satisfaction. Efforts by B&B owners to improve work-life balance could have practical implications including greater family support and more satisfied B&B customers. These satisfied customers will make more recommendations to their online followers, and tend to play the role of opinion leader thorough self-disclosures of their photos, opinions, evaluations and stories about their B&B stays to their social media friends and the B&B’s potential customers. This study contributes to the validation of cross-level causality relationships between B&B operators’ work-life balance and customers’ electronic word-of-mouth behaviors.