The impact of transformational leadership on frontline employees’ thriving in the hotel industry

Purpose – In the fiercely competitive tourism industry, hotel management must cultivate passionate frontline employees (FLEs) who perceive their roles as more than routine tasks, aiming to enhance guest satisfaction. This study examines how transformational leadership fosters FLEs’ thriving at work in Indonesian tourist hotels. Specifically, using the multiple mediation model, this research investigates the mediating effects of a sense of calling, acceptance of change, and friendship-based knowledge sharing (FKS). Methodology/Design/Approach – Data were collected between January and February 2024 through a cross-sectional survey of 275 FLEs from 12 tourist hotels in Yogyakarta. SmartPLS was used to test the hypotheses. Findings – Transformational leadership positively influences thriving at work with sense of calling, acceptance to change, and FKS as mediators. In addition, sense of calling and acceptance to change sequentially enhance FKS, further strengthening thriving at work. This serial mediation shows how transformational leadership indirectly enhances thriving through multiple pathways. Originality of the research – This research addresses gaps in previous studies by demonstrating how transformational leadership drives FLEs’ thriving at work through fostering a sense of calling, acceptance to change, and friendship knowledge sharing in the context of tourist hotels