References
- Aiken, L. S., & West, S. G. (1991). Multiple regression: Testing and interpreting interactions. Sage Publications.
- Babakus, E., Yavas, U., Karatepe, O., & Avci, T. (2003). The effect of management commitment to service quality on employees’ affective and performance outcomes. Journal of the Academy of Marketing Science, 31(3), 272–286. https://doi.org/https://doi.org/10.1177/0092070303031003005
- Baker, T. L., Rapp, A., Meyer, T., & Mullins, R. (2014). The role of brand communications on front line service employee beliefs, behaviors, and performance. Journal of the Academy of Marketing Science, 42(6), 642–657. https://doi.org/https://doi.org/10.1007/s11747-014-0376-7
- Bakker, A. B., Demerouti, E., & Schaufeli, W. B. (2005). The crossover of burnout and work engagement among working couples. Human Relations, 58(5), 661–689. https://doi.org/https://doi.org/10.1177/0018726705055967
- Blau, P. M. (1968). Social exchange. In D. L. Sills (Ed.), International encyclopedia of the social sciences (Vol. 7, pp. 452–458). MacMillan.
- Burmann, C., & Zeplin, S. (2005). Building brand commitment: A behavioural approach to internal brand management. The Journal of Brand Management, 12(4), 279–300. https://doi.org/https://doi.org/10.1057/palgrave.bm.2540223
- Burmann, C., Zeplin, S., & Riley, N. (2009). Key determinants of internal brand management success: An exploratory empirical analysis. Journal of Brand Management, 16(4), 264–284. https://doi.org/https://doi.org/10.1057/bm.2008.6
- Castro-Casal, C., Vila-Vázquez, G., & Pardo-Gayoso, Á. (2019). Sustaining affective commitment and extra-role service among hospitality employees: Interactive effect of empowerment and service training. Sustainability, 11(15), 4092. https://doi.org/https://doi.org/10.3390/su11154092
- Chan, K. W., & Lam, W. (2011). The trade-off of servicing empowerment on employees’ service performance: Examining the underlying motivation and workload mechanisms. Journal of the Academy of Marketing Science, 39(4), 609–628. https://doi.org/https://doi.org/10.1007/s11747-011-0250-9
- Chen, C.-T., Hu, H. S., & King, B. (2018). Shaping the organizational citizenship behavior or workplace deviance: Key determining factors in the hospitality workforce. Journal of Hospitality and Tourism Management, 35, 1–8. https://doi.org/https://doi.org/10.1016/j.jhtm.2018.01.003
- Chen, W. J. (2016). The model of service-oriented organizational citizenship behavior among international tourist hotels. Journal of Hospitality and Tourism Management, 29, 24–32. https://doi.org/https://doi.org/10.1016/j.jhtm.2016.05.002
- Chen, W.-J., & Chen, M.-L. (2014). Factors affecting the hotel’s service quality: Relationship marketing and corporate image. Journal of Hospitality Marketing & Management, 23(1), 77–96. https://doi.org/https://doi.org/10.1080/19368623.2013.766581
- Cheung, M., & To, W. (2010). Management commitment to service quality and organizational outcomes. Managing Service Quality: An International Journal, 20(3), 259–272. https://doi.org/https://doi.org/10.1108/09604521011041970
- Chiang, H., Chang, A., & Han, T. (2012). A multilevel investigation of relationships among brand-centered HRM, brand psychological ownership, brand citizenship behaviors, and customer satisfaction. European Journal of Marketing, 46(5), 626–662. https://doi.org/https://doi.org/10.1108/03090561211212458
- Chon, K., Park, E., & Zoltan, J. (2020). The Asian paradigm in hospitality and tourism. Journal of Hospitality & Tourism Research, 44(8), 1183–1202. https://doi.org/https://doi.org/10.1177/1096348020945370
- Chuang, C., & Liao, H. (2010). Strategic human resource management in service context: Taking care of business by taking care of employees and customers. Personnel Psychology, 63(1), 153–196. https://doi.org/https://doi.org/10.1111/j.1744-6570.2009.01165.x
- Delcourt, C., Gremler, D. D., Van Riel, A. C., & van Birgelen, M. (2013). Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport. Journal of Service Management, 24(1), 5–24. https://doi.org/https://doi.org/10.1108/09564231311304161
- Ducharme, L. J., & Martin, J. K. (2000). Unrewarding work, coworker support, and job satisfaction: A test of the buffering hypothesis. Work and Occupations, 27(2), 223–243. https://doi.org/https://doi.org/10.1177/0730888400027002005
- Ensher, E. A., Thomas, C., & Murphy, S. E. (2001). Comparison of traditional, step-ahead, and peer mentoring on protégés’ support, satisfaction, and perceptions of career success: A social exchange perspective. Journal of Business and Psychology, 15(3), 419–438. https://doi.org/https://doi.org/10.1023/A:1007870600459
- Farh, J.-L., Hackett, R. D., & Liang, J. (2007). Individual-level cultural values as moderators of perceived organizational support - employee outcome relationships in China: Comparing the effects of power distance and traditionality. Academy of Management Journal, 50(3), 715–729. https://doi.org/https://doi.org/10.5465/amj.2007.25530866
- Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/https://doi.org/10.1177/002224378101800104
- Gibson, D. E. (2004). Role models in career development: New directions for theory and research. Journal of Vocational Behavior, 65(1), 134–156. https://doi.org/https://doi.org/10.1016/S0001-8791(03)00051-4
- Grojean, M. W., Resick, C. J., Dickson, M. W., & Smith, D. B. (2004). Leaders, values, and organizational climate: Examining leadership strategies for establishing an organizational climate regarding ethics. Journal of Business Ethics, 55(3), 223–241. https://doi.org/https://doi.org/10.1007/s10551-004-1275-5
- Grönroos, C. (2007). Service management and marketing: Customer management in service competition (3rd ed.). John Wiley & Sons.
- Grossmann, C. (2021, May 22). 5 Creative ways to improve hotel internal communications. Retrieved from https://www.beekeeper.io/blog/5-ways-to-improve-internal-communications-in-your-hotel/
- Gursoy, D. (2018). Future of hospitality marketing and management research. Tourism Management Perspectives, 25, 185–188. https://doi.org/https://doi.org/10.1016/j.tmp.2017.11.008
- Hansen, S. D., Alge, B. J., Brown, M. E., Jackson, C. L., & Dunford, B. B. (2013). Ethical leadership: Assessing the value of a multifoci social exchange perspective. Journal of Business Ethics, 115(3), 435–449. https://doi.org/https://doi.org/10.1007/s10551-012-1408-1
- Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. The Journal of Marketing, 60(4), 52–70. https://doi.org/https://doi.org/10.1177/002224299606000406
- Hartline, M. D., Maxham Iii, J. G., & McKee, D. O. (2000). Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees. Journal of Marketing, 64(2), 35–50. https://doi.org/https://doi.org/10.1509/jmkg.64.2.35.18001
- He, P., Murmann, S. K., & Perdue, R. R. (2012). Management commitment and employee perceived service quality: The mediating role of affective commitment. Journal of Applied Management and Entrepreneurship, 17(3), 79. https://www.proquest.com/scholarly-journals/management-commitment-employee-perceived-service/docview/1041243554/se-2?accountid=34304
- Hoang, H. T., Rao Hill, S., Freeman, S., Lu, V. N., & Imrie, B. C. (2017). Developing service climate in local vs. foreign firms in smaller Asian emerging markets: A resource-based and social exchange perspective. The International Journal of Human Resource Management, 28(4), 627–656. https://doi.org/https://doi.org/10.1080/09585192.2015.1119707
- Hoang, H. T., Rao Hill, S., Lu, V. N., & Freeman, S. (2018). Drivers of service climate: An emerging market perspective. Journal of Services Marketing, 32(4), 476–492. https://doi.org/https://doi.org/10.1108/JSM-06-2017-0208
- Hofstede, G. (2001). Culture’s consequences: Comparing values, behaviors, institutions and organizations across nations (2nd ed.). Sage publications.
- Iacobucci, D., Saldanha, N., & Deng, X. (2007). A meditation on mediation: Evidence that structural equations models perform better than regressions. Journal of Consumer Psychology, 17(2), 139–153. https://doi.org/https://doi.org/10.1016/S1057-7408(07)70020-7
- Ieong, C. Y., & Lam, D. (2016). Role of internal marketing on employees’ perceived job performance in an Asian integrated resort. Journal of Hospitality Marketing & Management, 25(5), 589–612. https://doi.org/https://doi.org/10.1080/19368623.2015.1067664
- Iriadi, D. R., & Susanty, A. I. (2018). Management commitment and customer service recovery performance: A study of customer service in a broadband operation and maintenance service company in Indonesia. International Journal of Business, 23(3), 293–300. https://doi.org/https://doi.org/10.1509/jmkg.64.2.35.18001.
- Kim, H. J., Tavitiyaman, P., & Kim, W. G. (2009). The effect of management commitment to service on employee service behaviors: The mediating role of job satisfaction. Journal of Hospitality & Tourism Research, 33(3), 369–390. https://doi.org/https://doi.org/10.1177/1096348009338530
- Kim, M., Knutson, B. J., & Han, J. (2015). Understanding employee delight and voice from the internal marketing perspective. Journal of Hospitality Marketing & Management, 24(3), 260–286. https://doi.org/https://doi.org/10.1080/19368623.2014.910482
- Kim, S., Kim, P. B., Kim, S., & Kruesi, M. A. (2020). An examination of the progressive effects of hotel frontline employees’ brand perceptions on desirable service outcomes. International Journal of Hospitality Management, 84, 102334. https://doi.org/https://doi.org/10.1016/j.ijhm.2019.102334
- King, C., & Grace, D. (2010). Building and measuring employee-based brand equity. European Journal of Marketing, 44(7/8), 938–971. https://doi.org/https://doi.org/10.1108/03090561011047472
- King, C., & Grace, D. (2012). Examining the antecedents of positive employee brand-related attitudes and behaviours. European Journal of Marketing, 46(3/4), 469–488. https://doi.org/https://doi.org/10.1108/03090561211202567
- Kline, R. B. (2011). Principle and practice of structural equation modeling (3rd ed.). The GuilFord Press.
- Koo, B., & Curtis, C. (2020). An examination of the role of internal brand management: Impact of contractual models. Journal of Hospitality Marketing & Management, 29(4), 503–525. https://doi.org/https://doi.org/10.1080/19368623.2019.1650155
- Le, V. H., Nguyen, H. T. T., Nguyen, N., & Pervan, S. (2020). Development and validation of a scale measuring hotel website service quality (HWebSQ). Tourism Management Perspectives, 35, 100697. https://doi.org/https://doi.org/10.1016/j.tmp.2020.100697
- Liaw, Y.-J., Chi, N.-W., & Chuang, A. (2010). Examining the mechanisms linking transformational leadership, employee customer orientation, and service performance: The mediating roles of perceived supervisor and coworker support. Journal of Business and Psychology, 25(3), 477–492. https://doi.org/https://doi.org/10.1007/s10869-009-9145-x
- Lin, W., Ma, J., Zhang, Q., Li, J. C., & Jiang, F. (2018). How is benevolent leadership linked to employee creativity? The mediating role of leader–member exchange and the moderating role of power distance orientation. Journal of Business Ethics, 152(4), 1099–1115. https://doi.org/https://doi.org/10.1007/s10551-016-3314-4
- Lytle, R., Hom, P., & Mokwa, M. (1998). SERV* OR: A managerial measure of organizational service-orientation. Journal of Retailing, 74(4), 455–489. https://doi.org/https://doi.org/10.1016/S0022-4359(99)80104-3
- Macho, S., & Ledermann, T. (2011). Estimating, testing, and comparing specific effects in structural equation models: The phantom model approach. Psychological Methods, 16(1), 34. https://doi.org/https://doi.org/10.1037/a0021763
- Melton, H. L., & Hartline, M. D. (2013). Employee collaboration, learning orientation, and new service development performance. Journal of Service Research, 16(1), 67–81. https://doi.org/https://doi.org/10.1177/1094670512462139
- Mulki, J. P., Caemmerer, B., & Heggde, G. S. (2015). Leadership style, salesperson’s work effort and job performance: The influence of power distance. Journal of Personal Selling & Sales Management, 35(1), 3–22. https://doi.org/https://doi.org/10.1080/08853134.2014.958157
- Newman, A., & Butler, C. (2014). The influence of follower cultural orientation on attitudinal responses towards transformational leadership: Evidence from the Chinese hospitality industry. The International Journal of Human Resource Management, 25(7), 1024–1045. https://doi.org/https://doi.org/10.1080/09585192.2013.815250
- Ngo, L., Nguyen, N., Huynh, K., Gregory, G., & Cuong, P. (2019). Converting internal brand knowledge into employee performance. Journal of Product & Brand Management, 29(3), 273–287. https://doi.org/https://doi.org/10.1108/JPBM-10-2018-2068
- Nguyen, L. T. V., Lu, V. N., Hill, S. R., & Conduit, J. (2019). The mediating role of brand knowledge on employees’ brand citizenship behaviour: Does organizational tenure matter? Australasian Marketing Journal (AMJ), 27(3), 169–178. https://doi.org/https://doi.org/10.1016/j.ausmj.2019.04.003
- Nguyen, T. N., Lobo, A., & Greenland, S. (2017). The influence of cultural values on green purchase behaviour. Marketing Intelligence & Planning, 35(3), 377–396. https://doi.org/https://doi.org/10.1108/MIP-08-2016-0131
- Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington Books.
- Perera, H. N. (2013). A novel approach to estimating and testing specific mediation effects in educational research: Explication and application of Macho and Ledermann’s (2011) phantom model approach. International Journal of Quantitative Research in Education, 1(1), 39–60. https://doi.org/https://doi.org/10.1504/IJQRE.2013.055640
- Piaralal, S. K., Bhatti, M. A., Piaralal, N. K., & Juhari, A. S. (2016). Factors affecting service recovery performance and customer service employees. International Journal of Productivity and Performance Management, 65(7), 898–924. https://doi.org/https://doi.org/10.1108/IJPPM-04-2014-0060
- Piehler, R. (2018). Employees’ brand understanding, brand commitment, and brand citizenship behaviour: A closer look at the relationships among construct dimensions. Journal of Brand Management, 25(3), 217–234. https://doi.org/https://doi.org/10.1057/s41262-018-0099-z
- Podsakoff, P., MacKenzie, S., Paine, J., & Bachrach, D. (2000). Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26(3), 513–563. https://doi.org/https://doi.org/10.1177/014920630002600307
- Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. https://doi.org/https://doi.org/10.1037/0021-9010.88.5.879
- Prentice, C., Dominique Lopes, S., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739–756. https://doi.org/https://doi.org/10.1080/19368623.2020.1722304
- Ribar, D. C., & Wilhelm, M. O. (2006). Exchange, role modeling and the intergenerational transmission of elder support attitudes: Evidence from three generations of Mexican-Americans. The Journal of Socio-Economics, 35(3), 514–531. https://doi.org/https://doi.org/10.1016/j.socec.2005.11.014
- Rich, G. A. (1997). The sales manager as a role model: Effects on trust, job satisfaction, and performance of salespeople. Journal of the Academy of Marketing Science, 25(4), 319–328. https://doi.org/https://doi.org/10.1177/0092070397254004
- Salanova, M., Agut, S., & Peiro, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate. Journal of Applied Psychology, 90(6), 1217–1227. https://doi.org/https://doi.org/10.1037/0021-9010.90.6.1217
- Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi‐sample study. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 25(3), 293–315. https://doi.org/https://doi.org/10.1002/job.248
- Scott, K. L., Restubog, S. L. D., & Zagenczyk, T. J. (2013). A social exchange-based model of the antecedents of workplace exclusion. Journal of Applied Psychology, 98(1), 37–48. https://doi.org/https://doi.org/10.1037/a0030135
- Sharma, P., Kong, T., & Kingshott, R. (2016). Internal service quality as a driver of employee satisfaction, commitment and performance: Exploring the focal role of employee well-being. Journal of Service Management, 27(5), 773–797. https://doi.org/https://doi.org/10.1108/JOSM-10-2015-0294
- Snape, E., & Redman, T. (2010). HRM practices, organizational citizenship behaviour, and performance: A multi-level analysis. Journal of Management Studies, 47(7), 1219–1247. https://doi.org/https://doi.org/10.1111/j.1467-6486.2009.00911.x.
- Susskind, A. M., Kacmar, K. M., & Borchgrevink, C. P. (2003). Customer service providers’ attitudes relating to customer service and customer satisfaction in the customer-server exchange. Journal of Applied Psychology, 88(1), 179–187. https://doi.org/https://doi.org/10.1037/0021-9010.88.1.179
- Terglav, K., Ruzzier, M. K., & Kaše, R. (2016). Internal branding process: Exploring the role of mediators in top management’s leadership–commitment relationship. International Journal of Hospitality Management, 54, 1–11. https://doi.org/https://doi.org/10.1016/j.ijhm.2015.12.007
- Torres, E. N. (2014). Deconstructing service quality and customer satisfaction: Challenges and directions for future research. Journal of Hospitality Marketing & Management, 23(6), 652–677. https://doi.org/https://doi.org/10.1080/19368623.2014.846839
- Vietnamese General Statistics Office. (2021). Economic indicators of Vietnam.
- Walumbwa, F., Harnell, C., & Oke, A. (2010). Servant leadership, procedural justice climate, service climate, employee attitudes, and organizational citizenship behavior: A cross-level investigation. Journal of Applied Psychology, 95(3), 517–529. https://doi.org/https://doi.org/10.1037/a0018867
- Wang, H., & Guan, B. (2018). The positive effect of authoritarian leadership on employee performance: The moderating role of power distance. Frontiers in Psychology, 9, 1–10. https://psycnet.apa.org/doi/10.3389/fpsyg.2018.00357
- Wu, X., Wang, J., & Ling, Q. (2021). Managing internal service quality in hotels: Determinants and implications. Tourism Management, 86, 104329. https://doi.org/https://doi.org/10.1016/j.tourman.2021.104329
- Xie, L., Guan, X., & Huan, T. C. (2019). A case study of hotel frontline employees’ customer need knowledge relating to value co-creation. Journal of Hospitality and Tourism Management, 39, 76–86. https://doi.org/https://doi.org/10.1016/j.jhtm.2019.02.002
- Xie, L. S., Peng, J. M., & Huan, T. C. (2014). Crafting and testing a central precept in service-dominant logic: Hotel employees’ brand-citizenship behavior and customers’ brand trust. International Journal of Hospitality Management, 42, 1–8. https://doi.org/https://doi.org/10.1016/j.ijhm.2014.05.011
- Xiong, L., & King, C. (2019). Aligning employees’ attitudes and behavior with hospitality brands: The role of employee brand internalization. Journal of Hospitality and Tourism Management, 40, 67–76. https://doi.org/https://doi.org/10.1016/j.jhtm.2019.06.006
- Yavas, U., & Babakus, E. (2010). Relationships between organizational support, customer orientation, and work outcomes: A study of frontline bank employees. The International Journal of Bank Marketing, 28(3), 222–238. https://doi.org/https://doi.org/10.1108/02652321011036477
- Yavas, U., Babakus, E., & Ashill, N. (2010). Testing a branch performance model in a New Zealand bank. Journal of Services Marketing, 24(5), 369–377. https://doi.org/https://doi.org/10.1108/08876041011060477
- Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2017). Services marketing: Integrating customer focus across the firm (5th ed.). McGraw-Hill.
- Zhang, H., & Xu, H. (2021). Improving internal branding outcomes through employees’ self-leadership. Journal of Hospitality and Tourism Management, 46, 257–266. https://doi.org/https://doi.org/10.1016/j.jhtm.2020.12.013
- Zhang, Y., & Yang, F. (2020). How and when spiritual leadership enhances employee innovative behavior. Personnel Review, 50(2), 596–609. https://doi.org/https://doi.org/10.1108/PR-07-2019-0346
- Zou, W.-C., Tian, Q., & Liu, J. (2015). Servant leadership, social exchange relationships, and follower’s helping behavior: Positive reciprocity belief matters. International Journal of Hospitality Management, 51, 147–156. https://doi.org/https://doi.org/10.1016/j.ijhm.2015.08.012