Background <p>This study, grounded in the Conservation of Resources (COR) theory, presents a framework designed to explore the direct impact of psychological empowerment (PE) on psychological safety (PS) and its indirect influence on customer orientation (CO), all while considering the moderating role of professional commitment (PC).</p> Methods <p>Using a convenience sampling method, this study targeted frontline employees working in star-rated hotels in China. Data were collected in two waves, resulting in a total of 189 valid responses. The collected data were then analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the hypothesized relationships among PE, PS, CO, and PC.</p> Results <p>The analysis revealed a positive relationship between PE and CO, which is mediated by PS. Furthermore, the moderating effect of PC was supported: the indirect effect of PE on CO via PS is stronger when PC is high, and significantly weaker when PC is low. This finding highlights the importance of PC in enhancing the influence of PE on CO.</p> Conclusion <p>This study not only proposes both theoretical and practical implications based on these findings but also discusses the limitations of the research and suggests potential directions for future studies.</p>