Introduction to hospitality operations

Abstract

From the perspective of conservation of resources theory, this research tests a model that explores the relationship between workplace ostracism by supervisors and organizational citizenship behaviors toward customers (OCB–C) and career adaptability. This study also examines the mediating role of thriving at work in the above relationship. More importantly, the moderating effect of career calling is explored. The research design uses matching data from hotel frontline service employees and their supervisors in Taiwan. Findings demonstrate a mediating role of thriving at work between workplace ostracism and OCB-C as well as adaptability. Furthermore, results emphasize the moderating role of career calling in the relationship between supervisor ostracism and thriving at work. However, the results do not support the proposed moderated mediation model. Theoretical and practical implications of the research are also discussed.