Organizational justice and proactive customer service performance mediate the role of work engagement in the hospitality industry

Abstract

Purpose

This study aims to evaluate the mediating role of work engagement (WE) in the relationship between four independent variables, such as procedural justice (PJ), distributive justice (DJ), interactional justice (INTJ) and informational justice (INFJ), along with an outcome variable, i.e. proactive customer service performance (PCSP) within the hospitality industry.

Design/methodology/approach

We used 432 frontline supervisor–subordinate dyads. Using partial least squares structural equation modeling, we obtained data for 47 supervisors and 432 subordinates from the hotel industry. Notably, we used two distinct questionnaires to capture data from each pair in order to avoid common method bias.

Findings

Broadly, the findings show that there is a significant and positive relationship between DJ, PJ, INTJ and INFJ vis-à-vis WE. Besides, WE is also significantly and positively associated with PCSP. Additionally, the results indicate that WE acts as a mediator between the four independent variables (DJ, PJ, INTJ and INFJ) and one outcome variable, PCSP.

Practical implications

Based on our findings, whereby different forms of justice (DJ, PJ, INTJ and INFJ) have a positive impact on WE, and PCSP has practical ramifications, organizations would need to set priorities and implement OJ strategies within the work environment. In turn, this would enable the employees to be more engaged in their work, resulting in improved performance and greater job satisfaction.

Originality/value

This study offers unique theoretical and practical learnings for the hospitality industry with the usage of supervisor–subordinate dyads.

Citation

Sharma, P.K. and Kumra, R. (2024), "Organizational justice and proactive customer service performance mediate the role of work engagement in the hospitality industry", Benchmarking: An International Journal, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/BIJ-07-2024-0565