Based on social exchange theory and work resource model,this study explores the impact mechanism of challenging and obstructive pressure faced by frontline employees in tourism enterprises on their service performance,as well as the mediating role of work vitality in it.Research has found that challenging stress has a significant positive impact on employee work vitality and service performance,while obstructive stress has no significant negative effect on their service performance and has a significant negative impact on work vitality.In addition,work vitality plays an indirect role between dual stress and service performance,but the effects of the two are different.Based on this,management sugges-tions for frontline employees in tourism enterprises are proposed,including setting work tasks,improving work atmos-phere,and giving recognition feedback.These research results have important practical significance for understanding the influencing factors of service performance among front-line employees in the tourism industry,and for effectively impro-ving their service performance level.
关键词
双元压力/服务绩效/工作活力/旅游企业一线员工
Key words
ambidextrous pressure/service performance/work vitality/front-line employees of tourism enterprise
维普
万方数据