Extra-role service under pressure in the hospitality industry: The role of mindfulness

• Published in: Tourism management perspectives 2022-10, Vol.44, p.101030, Article 101030
• Main Authors: Rescalvo-Martin, Elisa, Gutierrez, Leopoldo, Llorens-Montes, F. Javier
• Format: Article
• Language: English
• Subjects: Extra-role service behavior; Hospitality work; Hotel frontline employees; Increases in performance pressure; Mindfulness; Work engagement
• ISSN: 2211-9736; 2211-9744
• DOI: 10.1016/j.tmp.2022.101030

Extra-role service is currently the keystone that supports hotels' ability to compete. At the same time, extra-role service depends on the discretionary behavior of some employees who perform their duties in a context of stress. Our study investigates the effect of a stressor such as performance pressure on extra-role service, using employee engagement as a mediator and mindfulness level as a moderating variable. Through structural equation modeling, we analyze data from 300 frontline hospitality employees. The results show a negative effect of increases in performance pressure on employees extra-role service behavior through their engagement. We therefore suggest that performance pressure can turn into a threatening stressor in hospitality work environment. We also confirm that the employee's mindfulness level moderates this relationship, compensating for nearly the entire negative effect of this specific stressor on employee engagement. Managers will find key insights that help them to stimulate high-quality service in hospitality organizations. •This research contributes to a clearer understanding the effects of performance pressure in hotel employees.•Performance pressure has a negative impact on some desired behaviors in hospitality service employees.•Performance pressure could be harmful to extra-role service behavior due to its negative impact on employee engagement.•The moderating role of mindfulness opens a new perspective to counteract the negative effect of performance pressure.•Hospitality managers can use the results to guide training and recruiting policies to select frontline employees.