Hotels strongly call for proactive customer service performance from their employees. However, two critical stressors - occupational stigma and work dirtiness - can harm employees' proactive performance. This study investigated the impact of these stressors on employees' proactive customer service performance and potential solutions from the external resource replenishment aspect of organizations and customers. The results showed that occupational stigma and perceived work dirtiness can inhibit front-line employees’ proactive customer service performance by increasing their face concern and decreasing self-esteem. Additionally, this study found that organizations and customers can play a helpful role in mitigating the negative outcome of these stressors on front-line employees. Specifically, organizational monetary compensation and spiritual support can help alleviate the negative consequences of either occupational stigma or work dirtiness, while customer compliments are effective for dealing with both stressors. Based on the findings, this study provided theoretical contributions, practical implications, and suggestions for potential research.

中文翻译：

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职业耻辱和工作肮脏如何抑制酒店一线员工主动的客户服务绩效及解决方案

酒店强烈要求员工积极主动地提供客户服务。然而，两个关键的压力源——职业耻辱和工作肮脏——可能会损害员工的积极主动的表现。本研究调查了这些压力源对员工主动客户服务绩效的影响，并从组织和客户的外部资源补充方面探讨了潜在的解决方案。结果表明，职业耻辱和工作肮脏感会增加一线员工的面子问题并降低自尊，从而抑制他们主动的客户服务绩效。此外，这项研究发现，组织和客户可以在减轻这些压力源对一线员工造成的负面影响方面发挥有益的作用。具体来说，组织的金钱补偿和精神支持可以帮助减轻职业耻辱或工作肮脏的负面后果，而客户的赞美可以有效应对这两种压力源。根据研究结果，本研究提供了理论贡献、实际意义以及潜在研究的建议。