International Journal of Hospitality Management
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This paper investigates the reason and the condition under which gender is related to employee’s prosocial rule-breaking to promote service (PSBS) in two studies. Unlike typical rule-breaking, PSBS aims to improve guest service. Drawing on social identity theory and gender research, we suggest that female hospitality employees engage in fewer PSBS than their male counterparts. We further propose the moderating role of gender identification and the mediating role of honesty. Study 1 sampled 324 hospitality workers through Qualtrics and showed that female employees engage in fewer PSBS. However, the effect of gender on PSBS was weaker when gender identification was low. Study 2 sampled 246 hospitality employees who are working in the hospitality industry and studying in a college. Path analyses showed that the gender – honesty – PSBS relationship was weaker when gender identification was low. Theoretical and practical implications are discussed.
Prosocial rule-breaking to promote service; Gender; Gender identification; Honesty
Business | Hospitality Administration and Management
Why Won’t She Break Rules to Promote Service? Effects of Gender, Gender Identification, and Honesty.
International Journal of Hospitality Management, 90