Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study

IF 3.9 3区管理学 Q2 BUSINESS Journal of Service Theory and Practice Pub Date : 2022-02-10 DOI:10.1108/jstp-08-2021-0180

M. Huo, Zhou Jiang, Zhiming Cheng, A. Wilkinson

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引用次数: 5

Abstract

PurposeGrounded in the job demands–resources (JD-R) theory, this study investigates how the difficulty in social distancing at work, resulting from the COVID-19 crisis, may lead to intention to quit and career regret and how and when these effects may be attenuated.Design/methodology/approachThree-wave survey data were collected from 223 frontline service workers in a large restaurant company during the COVID-19 crisis.FindingsThe results show that difficulty in social distancing reduced employees' work engagement, and consequently, increased their turnover intention and career regret. These relationships were moderated by external employability, such that the influence of difficulty in social distancing weakened as external employability increased.Originality/valueSocial distancing measures have been applied across the globe to minimize transmission of COVID-19. However, such measures create a new job demand for service workers who find it difficult to practice social distancing due to the high contact intensity of service delivery. This study identified personal resources that help service workers cope with the demand triggered by COVID-19.

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餐馆员工对社交距离困难的态度反应：一项多波研究

本研究以工作需求-资源(JD-R)理论为基础，探讨新冠肺炎危机导致的工作中保持社交距离的困难如何导致辞职意愿和职业后悔，以及这些影响如何以及何时减弱。设计/方法/方法在COVID-19危机期间，从一家大型餐饮公司的223名一线服务人员中收集了三波调查数据。结果发现，社交距离困难降低了员工的工作投入，从而增加了员工的离职倾向和职业后悔。这些关系受到外部就业能力的调节，因此，随着外部就业能力的增加，社交距离困难的影响减弱。为最大限度地减少COVID-19的传播，世界各地都采取了保持社交距离的措施。然而，由于服务提供的高接触强度，服务人员很难保持社会距离，因此这些措施创造了新的就业需求。这项研究确定了帮助服务工作者应对COVID-19引发的需求的个人资源。

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.