Fuel the service fire: The effect of leader humor on frontline hospitality employees’ service performance and proactive customer service performance

• Published in: International journal of contemporary hospitality management 2020-04, Vol.32 (5), p.1755-1773
• Main Authors: Wu, Long-Zeng, Ye, Yijiao, Cheng, Xuan-Mei, Kwan, Ho Kwong, Lyu, Yijing
• Format: Article
• Language: English
• Subjects: Behavior; Contests; Customer services; Emotions; Employees; Hospitality industry; Humor; Leadership; Motivation; Occupational stress; Quality of service; Success
• ISSN: 0959-6119; 1757-1049
• DOI: 10.1108/IJCHM-06-2019-0534

PurposeDrawing from self-determination theory, this study aims to examine the effect of leader humor on frontline hospitality employees’ service performance and proactive customer service performance (PCSP) via harmonious passion (HP) for work with employee neuroticism as the moderating mechanism.Design/methodology/approachThis study controlled for the nested effect and tested all the hypotheses with Mplus 7.0 using a time-lagged three-wave survey of 232 Chinese supervisor–subordinate dyads.FindingsThe results indicated that leader humor promotes frontline hospitality employees’ service performance and PCSP by enhancing their HP. Furthermore, neuroticism was shown to strengthen the direct impact of leader humor on employee HP and its indirect impact on employee service performance and employee PCSP through HP.Originality/valueFirst, this research contributes to the leader humor literature through exploring its impact on the service performance and PCSP of frontline hospitality employees. Second, this research develops a new framework to explain the leader humor-employee service outcomes relationship using self-determination theory. Finally, the focus on the moderating role of neuroticism helps to explain the “when” question of leader humor.