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#5060. The influence of leadership commitment to service quality on hotel employees’ brand citizenship behavior: a mediation and moderation analysis

July 2026	publication date
Proposal available till	13-05-2025
4 total number of authors per manuscript	0 $

The title of the journal is available only for the authors who have already paid for

Journal’s subject area:

Marketing; Tourism, Leisure and Hospitality Management; Management Information Systems;

Places in the authors’ list:

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Contract №5060.1	Contract №5060.2	Contract №5060.3	Contract №5060.4

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Abstract:
Hospitality management research on the linkage between leadership commitment to service quality and employees’ brand citizenship behavior (BCB), especially that examining the moderation effect of cultural orientation, is still limited. This paper investigates a model explaining the impact of leadership commitment to service quality on hotel employee BCB. Using a sample data of hotel employees, structural equation modeling reveals an indirect effect of leadership commitment to service quality on hotel employee BCB through two mediators of employee perceived internal customer support and employee perceived training support. Further, the influence of committed leadership to service quality on these two mediators is negatively moderated by employees’ power distance orientation. This paper extends extant literature by explicating the mechanisms through which leadership commitment to service quality affects employee BCB and offers important implications for hotel managers in promoting employee BCB.
Keywords:
brand citizenship behavior; hotel employees; internal customer support; Leadership commitment to service quality; training support

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