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

Karatepe, Osman M.; Douri, Behnaz Gharehbaghi

doi:10.1017/jht.2012.15

Cited by 28 publications

(30 citation statements)

References 43 publications

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“…The gaps of this study are identified from the extant literature. The study conducted by Karatepe and Douri (2012)in Iran included three outcomes of jobs that include job satisfaction, role-prescribed customer service and turnover intentions. They suggest that other outcomes of jobs may also be included in further research including enhanced performance variables such as creativity and those related to the performance of additional roles and responsibilities and career satisfaction.…”

Section: Introductionmentioning

confidence: 99%

Job Resourcefulness, Customer Orientation and Employees Outcomes: A Study of Hotel Employees in Pakistan

Fatima¹,

Uddin²,

Mehmood³

et al. 2018

IMBR

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Increased competition and a rapidly changing environment present a huge challenge to organizations in implementing effective human capital and development strategies to boost their efficiency and overall performance. An organizationâ€™s human resource is definitively its most significant asset. The provisions of important job resources help workforce perform their job in an efficient way. These resources are very important for employee satisfaction and performance of the organization. This study was carried out to examine the impact of job resourcefulness (JR) on two employee outcomes i.e., job engagement and career satisfaction directly as well as indirectly through customer orientation. A convenient sample of 257 employees was taken from hospitality industry within twin cities of Pakistan (Rawalpindi and Islamabad). Questionnaires were used to collect data using a five-point Likert type scale. Job resourcefulness was operationalized using four items from Harris et al. (2006) whereas customer orientation was measured using four items from Licata et al. (2003). Five items were selected from career satisfaction scale developed by Greenhaus et al. (1990). Finally, nine items scale of job engagement developed by (Schaufeli, Bakker et al. 2006) was also used. The results exhibit that all the variables are positively and significantly related. Moreover, the findings are indicative of customer orientationâ€™s role as a mediator between job resourcefulness and employee outcomes. Recommendations for future research and research implications are also discussed at the end of the paper.

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Section: Introductionmentioning

confidence: 99%

Job Resourcefulness, Customer Orientation and Employees Outcomes: A Study of Hotel Employees in Pakistan

Fatima¹,

Uddin²,

Mehmood³

et al. 2018

IMBR

View full text Add to dashboard Cite

show abstract

“…Within the framework of the analyses, it was also ascertained that the cooks with the feeling of self-efficacy also pose higher job performance. Given the relations between job resourcefulness and job performance, in the studies they carried out, Harris and his colleagues (2013), Karatepe and Douri (2012), Semedo and her friends (2016), Karatepe and Ağa (2012), Gintner and his colleagues (1989) mention that the staff with high levels of job resourcefulness also have high levels of job satisfaction, ascended job performance and lower levels of intention to quit their jobs. This study has a supporting nature given the previous studies.…”

Section: Resultsmentioning

confidence: 99%

“…The social service behavior of the service providers working at hotel managements is regarded as customer-oriented service, and this influences the long-term success of the hotels (Malhotra and Ackfeldt, 2016). Jobresourcefulness, posing an essential factor on the performance of the establishment works, their creativity and intentions to quit job (Harris et al, 2013;Karatepe and Douri, 2012;Semedo et al, 2016), is considered utterly vital with regard to the establishments' increasing their level of service quality. As a result, the resourceful (abled) workers working for these companies are able to be more efficient by implementing creative solutions when the resources are insufficient (Ashill et al, 2009;Karakuş et al, 2018).…”

Section: Job Resourcefulnessmentioning

confidence: 99%

“…Given the studies carried out on work forcefulness; the employees with high levels of job resourcefulness are observed to have excellent capacities to solve problems and make efficient decisions. They are also observed to signify positive relationships among job resourcefulness, work satisfaction and job performance and a negative relationship to quitting work (Gintner et al, 1989;Harris, 2013;Karatepe and Douri, 2012;Semedo et al, 2016). Consequently, job resourcefulness is considered to contribute significantly to an increase in job performance.…”

Section: Job Resourcefulnessmentioning

confidence: 99%

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Relationships among Self-efficacy, Job Resourcefulness and Job Performance of Hotel Cooks in Cappadocia

Keskin

2020

Journal of Multidisciplinary Academic Tourism

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One of the significant service sectors, tourism sector has a prominent effect on the economic, social and cultural development of countries. Cappadocia region is one of the most important tourist attractions located in Turkey. Many a tourist visits the region each year, due to which the quality of service being good is regarded invaluable in terms of the advertisement of the region, making it known more widely, and its development economically. This conducted study has great importance with regard to gastronomic tourism, one of the alternative tourism types. The improvement of gastronomic tourism is closely related to the creation of quality products. Quality products are dependent upon the dedication of the cooks on their work, and their job performance being high. Because of this fact, the study tends to define the relationship among the self-efficacy of the cooks working in the hotels in the Cappadocia region, their work-resourcefulness; in other words, job resourcefulness, and their performances at their workplaces; in other words, their job performance. In the research carried out, the data related to it were collected making use of the quantitative research method, survey technique. During the collection of the data, the scales of self-sufficiency, job-resourcefulness and job-performance were implemented. The model developed by Baron and Kenny (1986) was benefitted from, and relationships were defined via regression analyses. The result of the study signifies a positive correlation among the pre-mentioned concepts.

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“…Research literature has investigated relationships between market orientation and firm's performance [24], there are several issues that explains learning ability of the organization. First, the linkage between organizational learning [25], organizational knowledge [26], and Resource Based View (RBV) literatures [27].…”

Section: Literature and Hypothesis Developmentmentioning

confidence: 99%

Effect of Firm’s Information Dissemination Culture on Market Orientation: A Study in Tourism Sector

Adhikari¹

2018

TEL

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Despite being highly relevant, research on different aspects of market orientation and its effects on tourism industry are limited. No literature thus far has examined intra-organizational learning on market orientation. Additionally, emerging economies (e.g., India) could be a key destination of tourism, other than a few exceptions, existing tourism literature has not paid enough attention to such markets. We examine the impact of intra-organizational learning on market orientation in tourism sector. We contribute by introducing and investigating the intra-organizational learning, based on capability-based theories of the firm. Using Structural Equation Modeling, we have investigated responses to a survey of tourists, we test four hypotheses to establish different components of intra-organizational learning on market orientation. We discuss these findings, and directions for future research.

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

Cited by 28 publications

References 43 publications

Job Resourcefulness, Customer Orientation and Employees Outcomes: A Study of Hotel Employees in Pakistan

Job Resourcefulness, Customer Orientation and Employees Outcomes: A Study of Hotel Employees in Pakistan

Relationships among Self-efficacy, Job Resourcefulness and Job Performance of Hotel Cooks in Cappadocia

Effect of Firm’s Information Dissemination Culture on Market Orientation: A Study in Tourism Sector

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