The effects of selected individual characteristics on frontline employee performance and job satisfaction

Karatepe, Osman M.; Uludağ, Orhan; Menevis, Ismet; Hadzimehmedagic, Lejla; Baddar, Lulu

doi:10.1016/j.tourman.2005.02.009

Cited by 188 publications

(143 citation statements)

References 47 publications

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“…cannot. Challenging conventional norms (see for example, Karatepe et al, 2006;Poe, 2003), no association, either positive or negative, was revealed between intrinsic job satisfaction traits and turnover intention. This is discussed further in the subsequent section.…”

Section: Structural Model and Hypotheses Testingmentioning

confidence: 83%

“…The implication being that if intrinsic needs continue to be unmet, extrinsic satisfaction will then influence long-term turnover intentions. Others have echoed similar conclusions (Karatepe, Avci, Karatepe, & Canozer, 2003;Karatepe, Uludag, Menevis, Hadzimehmedagic, & Baddar, 2006;Lam, Zhang, & Baum, 2001), with Poe (2003) arguing that organizations focusing on the intrinsic aspects of job satisfaction are more likely to minimize hotel employee attrition and turnover. In other words intrinsic and extrinsic factors of job satisfaction are both significant determinants of intention to leave, suggesting that organizations are failing to retain their employees by not providing them with adequate authority, responsibility, job security and variety.…”

Section: Job Satisfaction and Labor Turnovermentioning

confidence: 92%

“…Investigating job satisfaction and turnover intention, Karatepe et al (2006) found a negative association between the two constructs, while in their study of head chefs of casino hotels, Chuang, Yin, and Dellman-Jenkins (2008) investigated the extrinsic and intrinsic factors of job satisfaction. Furthermore, the aforementioned scholars found that the nature of the work was a major contributor to the chefs' job satisfaction, while recognition was a source of low satisfaction, and elements such as paid vacations, salary and sick leave were sources of dissatisfaction.…”

Section: Job Satisfaction and Labor Turnovermentioning

confidence: 99%

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

2014

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h i g h l i g h t sWe investigate job satisfaction, involvement, organizational commitment and turnover intentions. Affective and normative organizational commitment, have positive associations with job satisfaction. Affective organizational commitment and satisfaction have negative associations with turnover. A negative association between intrinsic job satisfaction and turnover intention cannot be supported. a r t i c l e i n f o t r a c tThe 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.

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Section: Structural Model and Hypotheses Testingmentioning

confidence: 83%

Section: Job Satisfaction and Labor Turnovermentioning

confidence: 92%

Section: Job Satisfaction and Labor Turnovermentioning

confidence: 99%

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

2014

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“…In the literature (Yousef, 2000), employees" individual job performance was studied through dimension such as "quality of performance" and "productivity or quantity of performance". Karatepe et al, (2006) showed that trait, competitiveness, selfefficacy and effort are significant predictors of frontline employee job performance. Sohi (1996) defined performance as behavior evaluated in terms of its contributions to the goals and objectives of the organization.…”

Section: Job Performancementioning

confidence: 99%

Employee green performance of job: a systematic attempt towards measurement

Arulrajah¹,

Opatha

Nawaratne

2016

Sri Lankan J Hum Res Mgt

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“…Hotel mangers realize that they have to provide high performance services and meet customer requirements to establish and maintain long-term relationship with customers. Wide majority of the hotels become aware that first-class facilities are simply the foundation of customer value-delivery, and frontline service employees are the most important links in this process, their service quality directly determines the destiny of hotels (Karatepe et al, 2006).…”

Section: Introductionmentioning

confidence: 99%

The Mediating Role of Job Burnout in the Relationship between Role Conflict and Job Performance: An Empirical Research of Hotel Frontline Service Employees in China

Zhou¹,

Liu

Luo

2014

IJPS

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As an increasingly fierce competition in hospitality industry，the service quality of frontline service employees determine the success of hotels. Therefore, it is significant to improve the service quality of frontline service employees by enhancing their job performance. According to the conservation of resources theory, frontline service employees are easily confronted with role conflicts, which result in job burnout and negatively influence job performance. However, the relationship between "role conflict-burnout-job performance" is not consistent according to previous studies. Motivated by the theoretical concern to further understanding of this subject, the purpose of this article is to explore whether role conflict will affect job performance through job burnout. Based on the data of 189 frontline service employees from 18 budget hotels, this study tests the hypotheses. The results show that: (1) Role conflict is positively related to burnout; (2) Both role conflict and burnout are negatively related to job performance; (3) Burnout partially mediated the relationship between role conflict and job performance. Implications for practices are discussed.

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The effects of selected individual characteristics on frontline employee performance and job satisfaction

Cited by 188 publications

References 47 publications

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

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

Employee green performance of job: a systematic attempt towards measurement

The Mediating Role of Job Burnout in the Relationship between Role Conflict and Job Performance: An Empirical Research of Hotel Frontline Service Employees in China

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