Please use this identifier to cite or link to this item:
Title: Frontline employee-driven change in hospitality firms: an analysis of receptionists’ personality on implemented suggestions
Authors: González González, Tamara 
García Almeida, Desiderio Juan 
Viseu, João
UNESCO Clasification: 531104 Organización de recursos humanos
531290 Economía sectorial: turismo
Keywords: Employee voice behaviour
Employee-driven change
Frontline employees
Implemented suggestions
Personality traits, et al
Issue Date: 2021
Journal: International Journal of Contemporary Hospitality Management 
Abstract: Purpose: Frontline employees’ suggestions are relevant for employee-driven organisational change because their knowledge is partially constructed from direct contact with customers and indirectly with competitors. The employee’s personality is a paramount individual characteristic that can exert a major potential influence on the proposal and implementation of those suggestions. This study aims to discuss the impact of the personality dimensions in the Big Five model (i.e. extraversion, neuroticism, conscientiousness, agreeableness and openness to experience) on suggestions generated by frontline employees and implemented in their firms. Design/methodology/approach: A questionnaire was prepared based on a review of the academic literature. The 5 presented hypotheses were tested with data from 167 frontline employees from hotels in Tenerife (Spain). Findings: Results show the relevance of frontline employees’ three characteristics of personality regarding the employee-driven organisational change. Thus, their extraversion, neuroticism and lack of direction tend to be relevant drivers of the suggestion and implementation of change. Practical implications: Frontline employees act as change agents in hospitality firms. Managers should develop recruitment processes that allow to select individuals prone to proposing innovative suggestions and creating a friendlier system for submitting and defending them. Originality/value: Employee-driven organisational change becomes crucial for the survival and growth of hospitality firms. Relatively few studies have been conducted on the role of frontline employees as change facilitators in the sector. This study contributes to shedding light on this research gap from a personality approach and the study also provides practical implications to increase valid suggestions in the hospitality sector.
ISSN: 0959-6119
DOI: 10.1108/IJCHM-05-2021-0645
Source: International Journal of Contemporary Hospitality Management [ISSN 0959-6119], v. 33(12)
Appears in Collections:Artículos
Show full item record

Page view(s)

checked on Jul 9, 2022

Google ScholarTM




Export metadata

Items in accedaCRIS are protected by copyright, with all rights reserved, unless otherwise indicated.