{"id":"https://openalex.org/W4292595537","doi":"https://doi.org/10.1108/ijchm-11-2021-1413","title":"Can customer participation promote hospitality frontline employees\u2019 extra-role service behavior?","display_name":"Can customer participation promote hospitality frontline employees\u2019 extra-role service behavior?","publication_year":2022,"publication_date":"2022-08-22","ids":{"openalex":"https://openalex.org/W4292595537","doi":"https://doi.org/10.1108/ijchm-11-2021-1413"},"language":"en","primary_location":{"id":"doi:10.1108/ijchm-11-2021-1413","doi":"https://doi.org/10.1108/ijchm-11-2021-1413","is_oa":false,"landing_page_url":"https://doi.org/10.1108/ijchm-11-2021-1413","pdf_url":null,"source":{"id":"https://openalex.org/S125977778","display_name":"International Journal of Contemporary Hospitality Management","issn_l":"0959-6119","issn":["0959-6119","1757-1049"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Contemporary Hospitality Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5085354987","display_name":"Angela Jie Xu","orcid":"https://orcid.org/0000-0002-6699-3434","observed_orcids":["https://orcid.org/0000-0002-6699-3434"]},"institutions":[{"id":"https://openalex.org/I159948400","display_name":"Jinan University","ror":"https://ror.org/02xe5ns62","country_code":"CN","type":"education","lineage":["https://openalex.org/I159948400"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Angela J. Xu","raw_affiliation_strings":["Jinan University School of Management, , Guangzhou,","School of Management, Jinan University, Guangzhou, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Jinan University School of Management, , Guangzhou,","institution_ids":["https://openalex.org/I159948400"]},{"raw_affiliation_string":"School of Management, Jinan University, Guangzhou, China","institution_ids":["https://openalex.org/I159948400"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Ting Ting Zhu","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I159948400","display_name":"Jinan University","ror":"https://ror.org/02xe5ns62","country_code":"CN","type":"education","lineage":["https://openalex.org/I159948400"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Ting Ting Zhu","raw_affiliation_strings":["Jinan University School of Management, , Guangzhou,","School of Management, Jinan University, Guangzhou, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Jinan University School of Management, , Guangzhou,","institution_ids":["https://openalex.org/I159948400"]},{"raw_affiliation_string":"School of Management, Jinan University, Guangzhou, China","institution_ids":["https://openalex.org/I159948400"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5076245270","display_name":"Raymond C.H. Loi","orcid":"https://orcid.org/0000-0001-6892-3627","observed_orcids":["https://orcid.org/0000-0001-6892-3627"]},"institutions":[{"id":"https://openalex.org/I204512498","display_name":"University of Macau","ror":"https://ror.org/01r4q9n85","country_code":"MO","type":"education","lineage":["https://openalex.org/I204512498"]}],"countries":["MO"],"is_corresponding":false,"raw_author_name":"Raymond Loi","raw_affiliation_strings":["University of Macau Department of Management and Marketing, , Macau SAR,","Department of Management and Marketing, University of Macau, Macau SAR, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Macau Department of Management and Marketing, , Macau SAR,","institution_ids":["https://openalex.org/I204512498"]},{"raw_affiliation_string":"Department of Management and Marketing, University of Macau, Macau SAR, China","institution_ids":["https://openalex.org/I204512498"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5043558181","display_name":"Cheris W. C. Chow","orcid":"https://orcid.org/0009-0006-2988-549X","observed_orcids":["https://orcid.org/0009-0006-2988-549X"]},"institutions":[{"id":"https://openalex.org/I204512498","display_name":"University of Macau","ror":"https://ror.org/01r4q9n85","country_code":"MO","type":"education","lineage":["https://openalex.org/I204512498"]}],"countries":["MO"],"is_corresponding":false,"raw_author_name":"Cheris W.C. Chow","raw_affiliation_strings":["University of Macau Department of Management and Marketing, , Macau SAR,","Department of Management and Marketing, University of Macau, Macau SAR, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Macau Department of Management and Marketing, , Macau SAR,","institution_ids":["https://openalex.org/I204512498"]},{"raw_affiliation_string":"Department of Management and Marketing, University of Macau, Macau SAR, China","institution_ids":["https://openalex.org/I204512498"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":4.4897,"has_fulltext":false,"cited_by_count":24,"citation_normalized_percentile":{"value":0.94182504,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":95,"max":99},"biblio":{"volume":"35","issue":"1","first_page":"218","last_page":"234"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.885699987411499,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.885699987411499,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.09059999883174896,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.009399999864399433,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-participation","display_name":"customer participation","score":1.0},{"id":"https://openalex.org/keywords/employee-thriving","display_name":"employee thriving","score":0.7799999713897705},{"id":"https://openalex.org/keywords/frontline-service-employees","display_name":"frontline service employees","score":0.6679999828338623},{"id":"https://openalex.org/keywords/value-co-creation","display_name":"value co-creation","score":0.7770000100135803},{"id":"https://openalex.org/keywords/employee-well-being","display_name":"employee well-being","score":0.7570000290870667},{"id":"https://openalex.org/keywords/emotion-regulation","display_name":"emotion regulation","score":0.5789999961853027},{"id":"https://openalex.org/keywords/positive-psychology","display_name":"positive psychology","score":0.6079999804496765},{"id":"https://openalex.org/keywords/hotels","display_name":"hotels","score":0.4410000145435333},{"id":"https://openalex.org/keywords/employee-assistance-programs","display_name":"employee assistance programs","score":0.7179999947547913}],"concepts":[{"id":"https://openalex.org/C2776745293","wikidata":"https://www.wikidata.org/wiki/Q7798302","display_name":"Thriving","level":2,"score":0.900364875793457},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.6897512674331665},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.5922196507453918},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5545967221260071},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5259742140769958},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5252613425254822},{"id":"https://openalex.org/C2776035688","wikidata":"https://www.wikidata.org/wiki/Q1606558","display_name":"Affect (linguistics)","level":2,"score":0.46464774012565613},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.45385441184043884},{"id":"https://openalex.org/C2781256819","wikidata":"https://www.wikidata.org/wiki/Q16828835","display_name":"Antecedent (behavioral psychology)","level":2,"score":0.4533880650997162},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.43968555331230164},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.4322253465652466},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.43061330914497375},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.28563088178634644},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.2191409468650818},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.09040674567222595},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.0},{"id":"https://openalex.org/C542102704","wikidata":"https://www.wikidata.org/wiki/Q183257","display_name":"Psychotherapist","level":1,"score":0.0},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/ijchm-11-2021-1413","doi":"https://doi.org/10.1108/ijchm-11-2021-1413","is_oa":false,"landing_page_url":"https://doi.org/10.1108/ijchm-11-2021-1413","pdf_url":null,"source":{"id":"https://openalex.org/S125977778","display_name":"International Journal of Contemporary Hospitality Management","issn_l":"0959-6119","issn":["0959-6119","1757-1049"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Contemporary Hospitality Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.833299994468689},{"display_name":"Good health and well-being","id":"https://metadata.un.org/sdg/3","score":0.4000000059604645}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":80,"referenced_works":["https://openalex.org/W919187098","https://openalex.org/W1173078251","https://openalex.org/W1969818508","https://openalex.org/W2005092827","https://openalex.org/W2015099878","https://openalex.org/W2016018476","https://openalex.org/W2057229090","https://openalex.org/W2062093135","https://openalex.org/W2073279551","https://openalex.org/W2104411852","https://openalex.org/W2106096361","https://openalex.org/W2108088985","https://openalex.org/W2114960540","https://openalex.org/W2116952601","https://openalex.org/W2124596021","https://openalex.org/W2129762037","https://openalex.org/W2129951714","https://openalex.org/W2135526934","https://openalex.org/W2142168584","https://openalex.org/W2155331624","https://openalex.org/W2156985817","https://openalex.org/W2161652891","https://openalex.org/W2180269329","https://openalex.org/W2188429209","https://openalex.org/W2206954938","https://openalex.org/W2261584135","https://openalex.org/W2379818059","https://openalex.org/W2475616901","https://openalex.org/W2494563153","https://openalex.org/W2515238664","https://openalex.org/W2589612142","https://openalex.org/W2606090306","https://openalex.org/W2608096526","https://openalex.org/W2740910338","https://openalex.org/W2743206448","https://openalex.org/W2744087676","https://openalex.org/W2752354502","https://openalex.org/W2753286008","https://openalex.org/W2782666933","https://openalex.org/W2888237889","https://openalex.org/W2915793773","https://openalex.org/W2922113476","https://openalex.org/W2932208101","https://openalex.org/W2942090227","https://openalex.org/W2945508733","https://openalex.org/W2947205734","https://openalex.org/W2970863440","https://openalex.org/W2971078118","https://openalex.org/W2972661612","https://openalex.org/W2998743973","https://openalex.org/W3006911625","https://openalex.org/W3011691470","https://openalex.org/W3012492594","https://openalex.org/W3013789375","https://openalex.org/W3013981999","https://openalex.org/W3016803494","https://openalex.org/W3022357548","https://openalex.org/W3027340966","https://openalex.org/W3033821956","https://openalex.org/W3039602546","https://openalex.org/W3048070672","https://openalex.org/W3048397904","https://openalex.org/W3083910207","https://openalex.org/W3092674576","https://openalex.org/W3096641545","https://openalex.org/W3113858258","https://openalex.org/W3127261472","https://openalex.org/W3134167932","https://openalex.org/W3152834929","https://openalex.org/W3168841753","https://openalex.org/W3175158926","https://openalex.org/W3194404160","https://openalex.org/W3195395420","https://openalex.org/W3197990814","https://openalex.org/W3211545406","https://openalex.org/W3216080050","https://openalex.org/W3217035816","https://openalex.org/W4221050907","https://openalex.org/W4235459023","https://openalex.org/W4280561290"],"related_works":["https://openalex.org/W2788280559","https://openalex.org/W2965372067","https://openalex.org/W2342292397","https://openalex.org/W2346516122","https://openalex.org/W4403777547","https://openalex.org/W2922121837","https://openalex.org/W4221050907","https://openalex.org/W4409136846","https://openalex.org/W3012492594","https://openalex.org/W3134030741"],"abstract_inverted_index":{"Purpose":[0],"Drawing":[1],"on":[2,72,109,136],"and":[3,17,42,112,115,165],"extending":[4],"the":[5,93,150,176,184],"socially":[6],"embedded":[7],"model":[8],"of":[9,76,96,126,140,149,163,179,187,204],"thriving,":[10,77,206],"this":[11,145,207],"paper":[12],"aims":[13],"to":[14,121,131,215],"investigate":[15],"how":[16,154],"when":[18,188],"customer":[19,97,141,155,189,199],"participation":[20,67,156,190,200],"promotes":[21,81],"hospitality":[22],"frontline":[23,39,73,137,158],"employees\u2019":[24,74,138,159],"engagement":[25,83],"in":[26,46,51,79,84],"extra-role":[27,85,166],"service":[28,40,86,167],"behavior.":[29,87],"Design/methodology/approach":[30],"A":[31],"two-wave":[32],"questionnaire":[33],"survey":[34],"was":[35],"carried":[36],"out":[37],"among":[38],"employees":[41],"their":[43,82],"immediate":[44],"supervisors":[45],"a":[47,60,69,117],"four-star":[48],"business":[49],"hotel":[50],"Eastern":[52],"China.":[53],"Path":[54],"analysis":[55],"using":[56],"Mplus":[57],"8.3":[58],"examined":[59],"multilevel":[61],"moderated":[62],"mediation":[63],"model.":[64],"Findings":[65],"Customer":[66],"has":[68],"positive":[70,94,113],"effect":[71,95,135],"experience":[75,125],"which":[78,169],"turn":[80],"Nevertheless,":[88],"supervisors\u2019":[89,124,180],"negative":[90,127,181],"affect":[91,128,182],"weakens":[92],"participation.":[98,142],"Practical":[99],"implications":[100],"Hotels":[101],"could":[102],"implement":[103],"employee":[104,205],"assistance":[105],"programs,":[106],"arrange":[107],"training":[108],"emotional":[110],"regulation":[111],"psychology":[114],"create":[116],"fun":[118],"work":[119,146],"environment":[120],"help":[122],"alleviate":[123],"so":[129],"as":[130,201],"lessen":[132],"its":[133],"adverse":[134],"perception":[139],"Originality/value":[143],"First,":[144],"is":[147],"one":[148],"few":[151],"studies":[152],"exploring":[153],"affects":[157],"well-being":[160],"(in":[161],"terms":[162],"thriving)":[164],"behavior,":[168],"advances":[170],"extant":[171],"value":[172],"co-creation":[173],"literature.":[174],"Second,":[175],"moderating":[177],"role":[178],"enriches":[183],"limited":[185],"understanding":[186],"might":[191],"not":[192],"bring":[193],"firm":[194],"benefits.":[195],"Third,":[196],"by":[197],"uncovering":[198],"an":[202],"antecedent":[203],"study":[208],"extends":[209],"thriving":[210],"research":[211],"that":[212],"only":[213],"attends":[214],"contexts":[216],"located":[217],"within":[218],"organizations.":[219]},"counts_by_year":[{"year":2026,"cited_by_count":5},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":3}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2022-08-22T00:00:00"}