The effects of mentoring on role stress,job attitude,and turnover intention in the hotel industry

In response to a dearth of mentoring studies in the hospitality literature, this study develops and tests a research model to investigate the influence of mentoring functions on role stress, job attitude, and turnover intention in the hotel industry. The data were collected from employees who had experienced mentoring programs at super-deluxe hotels in South Korea. This study conceptualized mentoring activity as having three main functions, including career development, psychosocial support, and role modeling. Structural equation model (SEM) analyses were used to explore the statistical significance of the paths between these functions and the main outcome variables. The psychosocial support function showed a significant relationship with all variables in the model (i.e., a positive effect on job satisfaction and organizational commitment, but a negative effect on role conflict, role ambiguity, and turnover intention). The relationships were not significant between the career development function and role ambiguity, between role modeling and role ambiguity, or between role ambiguity and turnover intention. The results will enable a better understanding of the effects of hotel mentoring programs and indicate directions for improving their outcomes. The findings can help hotel managers in developing more effective mentoring programs.     

Organizational injustice and emotional labor of hotel front-line employees

Using equity and appraisal theories to integrate four dimensions of organizational justice and emotional labor, this study examines effects of organizational injustice and emotional labor. Perceptions of front-line hotel employees of customer injustice (interpersonal and informational), procedural and distributive injustice and their perceived effect on employees’ emotional labor and subsequent job satisfaction were examined. Our finding suggests the distributive injustice had an effect on hotel employees’ emotional labor, while effects of informational and procedural injustice on emotional labor were moderated by gender.     

Antecedents and consequences of job satisfaction in the hotel industry

The purpose of this study is to investigate the antecedents (i.e., role ambiguity and conflict, burnout, socialization, and work autonomy) and consequences (i.e., affective and continuance commitment, absenteeism, and employee turnover intention) of employee job satisfaction. Data obtained from a sample of 671 respondents drawn from 11 international tourist hotels in Taiwan were analyzed with the LISREL program. According to the results, role conflict, burnout, socialization, and work autonomy, but not role ambiguity, significantly predicted job satisfaction. In addition, job satisfaction significantly contributed to psychological outcomes in terms of organizational effectiveness (i.e., greater affective and continuance commitment and lower employee turnover intentions).     

Hospitality diversity management and job satisfaction: The mediating role of organizational commitment across individual differences

The present study examines the effects of diversity management on hospitality employees’ organizational commitment and their job satisfaction taking into account individual differences. A representative sample of hotel workers were surveyed in the Canary Island, one of the main tourist destinations in the world, which receives over fifteen million tourists a year. Using moderated mediation analyses, the study confirms our hypothesis that employees’ perceptions of diversity management have a positive and significant direct effect on job satisfaction. In addition, an indirect effect through employees’ organizational commitment was found. Results support the moderating role of age, but not of ethnic origin or gender on the proposed mediation. From a managerial perspective, hoteliers should be encouraged to consider diversity management when they plan their human resource policies due to its positive effects on employees’ job satisfaction and organizational commitment.     

New employee orientation,role-related stressors and conflict at work: Consequences for work attitudes and performance of hospitality employees

Combining role theory with theories on hindrance stressors and intragroup conflict, we develop a model of the attitudinal and behavioral consequences of new employee orientation in hospitality organizations. We test hypotheses about main and mediated effects in this model, using data from a sample of 156 recently hired hospitality interns and applying a longitudinal approach, with data collection shortly after organizational entry and several months later. Results suggest that employee orientation is negatively related to two hindrance stressors: role ambiguity and role conflict. Role ambiguity predicts a range of attitudinal outcomes and the relationship is partially mediated by relationship conflict. In addition, role ambiguity is negatively related to task performance. Role conflict predicts hospitality employees’ job attitudes and this relationship is fully mediated by relationship conflict. We discuss important theoretical and practical implications of these findings for human resource management in hospitality firms.     

Disentangling organizational commitment in hospitality industry: The roles of empowerment,enrichment, satisfaction and gender

This Paper identifies how the motivational strategies of empowerment and enrichment affect on the organizational commitment of hotel staff, and how the job satisfaction mediates in these relationships. We applied a Structural Equations Modeling to a sample of 257 front line hotel employees from Madrid, of which 144 were men and 113 were women. Our results provide evidence about several contributions: first, employees empowerment significantly grows job enrichment and organizational commitment; second, job enrichment increase workers’ satisfaction and commitment; third, job satisfaction enhances organizational commitment; fourth, job enrichment plays a mediating role between empowerment and both satisfaction and organizational commitment; fifth, satisfaction mediates between enrichment and commitment; finally, gender moderates the relationship between enrichment and commitment.     

An investigation of the role of justice in turnover intentions,job satisfaction,and organizational citizenship behavior in hospitality industry

The relationship of organizational justice perceptions of hotel employees in North Cyprus with various work-related variables was investigated. A total of 208 employees and their managers filled out questionnaires. It was found that distributive justice tended to be a stronger predictor of all of the study variables compared to procedural justice. Findings suggest that the fairness of personal outcomes that employees receive may have more impact on turnover intentions, job satisfaction and organizational citizenship behavior (OCB) than the perceived fairness of a firm's procedures. It was also found that even though improved job satisfaction seems to be related to OCB, organizational justice seems to be the key factor that has a strong effect on both OCB and job satisfaction.     

Job involvement,commitment, satisfaction and turnover: Evidence from hotel employees in Cyprus

The study of attitudes at work seeks to enhance organizational knowledge and capabilities in developing an ‘ideal’ working environment that delivers exceptional customer service. The current study investigates the causal relationships of job involvement, organizational commitment (normative and affective), and job satisfaction (intrinsic and extrinsic), with the intention of hospitality employees in Cyprus to either remain at or leave their job. Utilizing structural equation modeling, positive associations were found between job involvement, affective and normative commitment, and intrinsic job satisfaction. Positive associations between affective and normative organizational commitment, and intrinsic and extrinsic job satisfaction were also found. In addition, negative associations between affective organizational commitment, extrinsic job satisfaction and turnover intention were revealed. However, a negative association between intrinsic job satisfaction and turnover intention was not supported. The implications of these results for future research are also discussed.     

Outsourcing and role stress: An empirical study of hotel spa managers

Hotel owners and managers are increasingly outsourcing their spas to specialist firms that oversee the spa's operations and personnel. In such spas the assume the role of boundary spanners as they are responsible for overseeing the operational relationship between the hotel and spa companies. In this role, they are responsible for trying to satisfy the hotel and spa companies’ often contradictory expectations while also often adhering to two sets of operating guidelines. As a result, they may experience different levels of role conflict and role ambiguity than spa managers who oversee spas managed by the hotel. The results of a questionnaire completed by 166 hotel spa managers from spas managed by hotels and those managed by third parties found greater levels of these role stressors in managers of outsourced hotel spas. Based on these findings, research suggestions and managerial implications are discussed.     

Understanding the influence of polychronicity on job satisfaction and turnover intention: A study of non-supervisory hotel employees

The hospitality industry is characterized as a work environment where time use is important and where switching behavior among multiple tasks is frequently required within a given time period. These work environments promote polychronic behavior, which requires employees to deal with two or more activities in the same time block (Bluedorn et al., 1999). The purpose of this paper is to present the results of a study examining the interrelationship among polychronicity, job satisfaction, and turnover intention within a hotel context. The sample (n = 609) was collected from non-supervisory employees of two hotels located in the southwestern United States. Structural equation modeling (SEM) was utilized to empirically test the proposed hypotheses. Our results provided evidence that polychronicity significantly contributed to job satisfaction and turnover intention. Implications of these results and directions for future research are discussed.     

Working onboard - Job perception, organizational commitment and job satisfaction in the cruise sector

This paper focuses on the perceived work environment and its influence on organizational commitment and job satisfaction in the cruise sector. Two focus group interviews were conducted in addition to one survey among the crew in an upmarket cruise line. The focus groups elicited responses concerning crew experiences of working onboard. Based on this information, a questionnaire was constructed to measure job perceptions among crew members. The results indicate that all of the experience domains were related to job commitment and job satisfaction, but that the strongest effects were found to be perceived “Respect”, the “Social atmosphere”, and “Food and living quarters”.     

Impact of organizational socialization tactics on newcomer job satisfaction and engagement: Core self-evaluations as moderators

This study proposes and tests a new model in which newcomer core self-evaluations (CSE) moderate the effects of organizational socialization tactics (OST) on job satisfaction and work engagement. Data were collected in nine luxury hotels in China and a total of 161 parent respondents with 5000 bootstraps were analyzed using structural equation modeling technique. The results from this study indicate that newcomer job satisfaction and work engagement each is predicted by institutionalized OST directly and positively. They also indicate that CSE moderates the relationship between OST and job satisfaction, but not the one between OST and work engagement. In particular, hotel newcomers high on CSE are much more adept, than their low CSE counterparts, at translating their organizational advantages of institutionalized OST into job satisfaction. These findings as well as their theoretical and practical implications are discussed within the contexts of organizational socialization research and hotel human resource development practices.     

Mediating role of job stress between work-family conflict,work-leisure conflict,and employees' perception of service quality in the hotel industry in France

This study investigates the relationships among work-family conflict (WFC), work-leisure conflict (WLC), job stress, and quality of service. This study examines the mediating role of WLC between WFC and job stress. Also, it tests the mediator effect of job stress between WFC, WLC, and quality of service. Data were collected from employees in interaction with customers (648) in the hotel industry in France. The results indicate that WFC and WLC have a positive influence on job stress. The analyses of indirect effects tests based on a bootstrap analysis (Preacher &; Hayes, 2004 Preacher, K. J., &; Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, &; Computers, 36, 717–731.[Crossref], [PubMed] , [Google Scholar]) showed an indirect effect between WFC and job stress. Similarly, the results demonstrated that job stress mediates the relationship between WFC, WLC, and quality of service. The results of the study provide implications for managing employees in the hospitality and tourism industries.     

Gender differences in the relationship between justice perceptions and job insecurity in hotel outsourcing

Discrimination against women, injustices, and job insecurity are three issues in hotel outsourcing that have not been examined together. This study uses conservation of resource (COR) theory to investigate whether male and female internal staff have lower job insecurity when they perceive external peers’ fair treatment by management or when they perceive such treatment for themselves. Using a pen-and-paper survey, data were collected from 215 internal staff who worked side by side with external peers in 14 Spanish hotels. Results indicate that female internal staff reduce their job insecurity when observing acts of interpersonal justice towards external peers, and male internal staff reduce their job insecurity when perceiving themselves as recipients of acts of procedural justice. No results were found for internal staff who observed acts of distributive justice towards external peers. Findings suggest that job insecurity threatens outsourcing’s success unless different kinds of justice are managed according to gender.     

Do organizational practices matter for hotel industry employees’ jobs? A study of organizational practice archetypical configurations and job outcomes

Earlier research has demonstrated that organizational environment variables influence employees’ job outcome variables. This study focuses on the organizational practice dimensions of the hospitality industry and demonstrates that: (1) employees’ perceptions of practices can be construed as a limited set of archetypical configurations, and (2) the configurations are related to job outcome variables. The practice configurations are generated by cluster analysis, and the reliability and validity of the classification is demonstrated.     

Affectivity and organizational politics as antecedents of burnout among frontline hotel employees

This study investigates perceptions of organizational politics as a mediator of the effects of negative affectivity and positive affectivity on burnout. Based on data obtained from frontline hotel employees in Turkey, results reveal that the impacts of negative affectivity on exhaustion and disengagement, through perceptions of organizational politics, are stronger than positive affectivity.     

The relationship of chronic regulatory focus to work-family conflict and job satisfaction

The results of a field study examining the moderating role of chronic self-regulatory focus on the relationships between work-family conflict (WFC) and job satisfaction are reported here. Data from 284 hotel employees were analyzed using hierarchical regression with follow-up simple slope analyses. Results show that self-regulatory processes moderate the relationships between WFC and job satisfaction. When work interfered with family obligations, individuals reporting higher levels of chronic promotion focus were less satisfied with their jobs. On the contrary, when their family roles interfered with work tasks employees with higher levels of chronic prevention focus were less satisfied with their jobs.     

Personality profiles for hospitality employees: Impact on job performance and satisfaction

Prevailing hospitality research has demonstrated the impact of personality traits on various human resource outcomes. However, most studies on employee personality applied a construct-centered approach and treated each personality dimension as a separate construct. Although some psychologists have begun to study the combinations of various personality dimensions as overall individual profiles, much remains unknown about the generalizability of these personality profiles in hotel employees and how these profiles might affect individual work outcomes, including job performance and satisfaction. To address this literature gap and cross-validate the results, data from 1035 respondents was collected from two five-star hotels of Hong Kong with different backgrounds. Drawing on self-regulation theory and using the Latent Profile Analysis (LPA), we identified two major personality profiles from the respondents. Results showed that the personality profiles led to varying levels of job performance and satisfaction, depending on the employees’ frequency of contact with the hotel guests. Conceptual, methodological, and practical implications were discussed.     

Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor

Despite its strong theoretical relevance with emotional labor, employees’ ability to understand and regulate emotions (i.e., emotional intelligence, EI) has seldom been studied, especially how it affects hotel employees responding to the firm's display rules (i.e., emotional labor) and experiencing burnout and job satisfaction. Thus, this study investigated direct and indirect effects of employees’ EI on two different forms of emotional labor (i.e., emotional effort: EE; emotional dissonance: ED): burnout and job satisfaction. Data were collected from 309 customer-contact hotel employees and managers in the United States. Results of structural equation modeling showed that EI had a direct, positive effect on EE and personal accomplishment and a direct, negative effect on ED and depersonalization. EI was also found to indirectly affect job satisfaction and emotional exhaustion through the mediating roles of personal accomplishment and ED, respectively. Additionally, ED was found to directly affect depersonalization and indirectly affect job satisfaction through emotional exhaustion while EE directly affects personal accomplishment and indirectly affects job satisfaction through personal accomplishment. Finally, personal accomplishment was found to mediate the depersonalization–job satisfaction relationship. Managerial implications for human resource practices are provided.     

COVID-19: The effects of job insecurity on the job engagement and turnover intent of deluxe hotel employees and the moderating role of generational characteristics

COVID-19 has caused an unprecedented crisis in all industries around the world. This study sought to verify that job insecurity, as perceived by deluxe hotel employees, significantly affects their job engagement and turnover intent and to determine the moderating effect of generational characteristics. The finding showed that perceptions of job insecurity had negative effects on the engagement of deluxe hotel employees. Also, employees’ job engagement can decrease turnover intent. The engagement of employees fully mediated the relationship between perceptions of job insecurity and turnover intent, and job insecurity caused by COVID-19 had a greater influence on Generation Y than Generation X in reducing job engagement, indicating that the negative impact of job insecurity is higher in Generation Y.