Does Customer Orientation Mediate the Effect of Job Resourcefulness on Hotel Employee Outcomes? Evidence from Iran

Journal of Hospitality and Tourism Management - Tập 19 Số 1 - Trang 133-142 - 2012
Osman M. Karatepe1, Behnaz Gharehbaghi Douri1
1Eastern Mediterranean University, Turkey

Tóm tắt

Từ khóa


Tài liệu tham khảo

Anderson, 1988, Structural equation modeling in practice: A review and recommended two-step approach, Psychological Bulletin, 103, 411, 10.1037/0033-2909.103.3.411

Ashill, 2009, Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees, Journal of Services Marketing, 23, 338, 10.1108/08876040910973440

Babakus, 2009, The role of customer orientation as a moderator of the job demand burnout performance relationship: A surface-level trait perspective, Journal of Retailing, 85, 480, 10.1016/j.jretai.2009.07.001

Bagozzi, 1994, A general approach to representing multifaceted personality constructs: Application to state self esteem, Structural Equation Modehng, 1, 35, 10.1080/10705519409539961

Baron, 1986, The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations, Journal of Personahty and Social Psychology, 51, 1173, 10.1037/0022-3514.51.6.1173

Bettencourt, 1997, Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviours, Journal of Retazling, 73, 391

Brown, 2002, The customer orientation of service workers: Personality trait effects on self and supervisor performance ratings, Journal of Marketing Research, 39, 110, 10.1509/jmkr.39.1.110.18928

Chen, 2005, Test of a mediation model of perceived organisational support, Journal of Vocational Behaviour, 66, 457, 10.1016/j.jvb.2004.01.001

Clark, 2009, The effects of leadership style on hotel employees' commitment to service quality, Cornell Hospitality Quarterly, 50, 209, 10.1177/1938965508315371

Deery, 2008, Talent management, work-life balance and retention strategies, International Journal of Contemporary Hospitality management, 20, 792, 10.1108/09596110810897619

Donavan, 2004, Internal benefits of service worker customer orientation: Job satisfaction, commitment, and organisational citizenship behaviours, Journal of Marketing, 68, 128, 10.1509/jmkg.68.1.128.24034

Fornell, 1981, Evaluating structural equation models with unobservable variables and measurement error, Journal of Marketing Research, 18, 39, 10.2307/3151312

Grandey, 1999, The conservation of resources model applied to work-family conflict and strain, Journal of Vocational Behaviour, 54, 350, 10.1006/jvbe.1998.1666

Harris, 2007, Hospital employee job resourcefulness: An empirical study and implications for health care marketing, Health Marketing Quarterly, 24, 63, 10.1080/07359680802125865

Harris, 2006, Role stressors, service worker job resourcefulness, and job outcomes: An empirical analysis, Journal of Business Research, 59, 407, 10.1016/j.jbusres.2005.06.003

Hartline, 1996, The management of customercontact service employees: An empirical investigation, Journal of Marketing, 60, 52, 10.2307/1251901

Hung, 2012, Voice behaviour and performance ratings: The role of political skill, International Journal of Hospitality Management, 31, 442, 10.1016/j.ijhm.2011.07.002

Jang, 2012, Understanding the influence of polychronicity on job satisfaction and turnover intention: A study of mensupervisory hotel employees, International Journal of Hospitality Management, 31, 588, 10.1016/j.ijhm.2011.08.004

Joreskog, 1996

Jung, 2012, The effects of emotional intelligence on counter productive work behaviours and organisational citizen behaviours among food and beverage employees in a deluxe hotel, International Journal of Hospitality Management, 31, 369, 10.1016/j.ijhm.2011.06.008

Karatepe, 2011, Job resourcefulness as a moderator of the workfamily conflict job satisfaction relationship: A study of hotel employees in Nigeria, journal of Hospitality and Tourism Management, 18, 10, 10.1375/jhtm.18.1.10

Karatepe, 2011, Core self evaluations, exhaustion, and job outcomes: A study of frontline hotel employees in Iran, Tourism and Hospitality Research, 11, 248, 10.1177/1467358411418898

Karatepe, O.M. (in press). The effects of job resourcefulness and customer orientation on performance outcomes: Evidence from Nigeria. E & M Ekonomie a Management

Karatepe, 2009, Emotional dissonance and emotional exhaustion among hotel employees in Nigeria, International Journal of Hospitality Management, 28, 349, 10.1016/j.ijhm.2008.12.002

Karatepe, 2010, Do core self evaluamms mediate the effect of coworker support on work engagement? A study of hotel employees in Iran, journal of Hospitality and Tourism Management, 17, 62, 10.1375/jhtm.17.1.62

Karatepe, 2011, Work-related depression in the hotel industry: A study in the United Arab Emirates, International Journal of Contemporary Hospitality Management, 23, 608, 10.1108/09596111111143368

Karatepe, 2006, The effects of selected individual characteristics on frontline employee performance and job satisfaction, Tourism Management, 27, 547, 10.1016/j.tourman.2005.02.009

Karimi, 2008, A study of a multidimensional model of work-family conflict among Iranian employees, Community, Work and Family, 11, 283, 10.1080/13668800802133958

Kusluvan, 2010, The human dimension: A review of human resources management issues in the tourism and hospitality industry, Cornell Hospitality Quarterly, 51, 171, 10.1177/1938965510362871

Lee, 2006, What factors influence customer-oriented prosocial behaviour of customer contact employees?, Journal of Services Marketing, 20, 251, 10.1108/08876040610674599

Licata, 2003, On the trait antecedents and outcomes ofservice worker job resourcefulness: A hierarchical model approach, Journal of the Academy of Marketing Science, 31, 256, 10.1177/0092070303031003004

Locke, 1969, What is job satisfaction?, Organisational Behaviour and Human Performance, 4, 309, 10.1016/0030-5073(69)90013-0

Namazie, 2007, Developments in human resource management in Iran, The International Journal of Human Resource Management, 18, 159, 10.1080/09585190601068573

Parameswaran, 1987, A cross-national comparison of consumer research measures, Journal of International Business Studies, 18, 35, 10.1057/palgrave.jibs.8490398

Podsakoff, 2003, Common method biases in behavioural research: A critical review of the literature and recommended remedies, Journal of Applied Psychology, 88, 879, 10.1037/0021-9010.88.5.879

Raybould, 2006, Generic skills for hospitality management: A comparative study of management expectations and student perceptions, Journal of Hospitality and Tourism Management, 13, 177, 10.1375/jhtm.13.2.177

Rod, 2010, The effect of customer orientation on frontline employees job outcomes in a new public management context, Marketing Intelligenee and Planning, 28, 600, 10.1108/02634501011066528

Silva, 2006, Effects of disposition on hospitality employee job satisfaction and commiunent, International Journal of Contemporary Hospitality Management, 18, 317, 10.1108/09596110610665320

Singh, 1996, Do organisational practices matter in role stress processes? A study of direct and moderating effects for marketing oriented boundary spanners, Journal of Marketing, 60, 69, 10.2307/1251842

Solney, 2008, Generation Y as hospitality employees: Framing a research agenda, Journal of Hospitality and Tourism Management, 15, 59, 10.1375/jhtm.15.59

Taws, 2011, What matters most? The perceived importance of ability and personality for hiring decisions, Cornell Hospitality Quarterly, 52, 94, 10.1177/1938965510363377

Thoresen, 2003, The affective underpinnings of job perceptions and attitudes: A meta-analytic review and integration, Psychological Bulletin, 129, 914, 10.1037/0033-2909.129.6.914

Tsaur, 2004, Promoting service quality in tourist hotels: The role of HRM practices and service behaviour, Tourism Management, 25, 471, 10.1016/S0261-5177(03)00117-1

Williams, 2008, Measurement models linking latent variables and indicators: A review of human resource management research using parcels, Human Resource Management Review, 18, 233, 10.1016/j.hrmr.2008.07.002

Yavas, 2011, Efficacy of job and personal resources across psychological and behavioural outcomes in the hotel industry, Journal of Human Resources in Hospitality and Tourism, 10, 304, 10.1080/15332845.2011.555881

Zhao, 2012, The relationship of chronic regulatory focus to work-family conflict and job satisfaction, International Journal of Hospitality Management, 31, 458, 10.1016/j.ijhm.2011.07.004