The link between supervisor support, servicing efficacy and job satisfaction among frontline hotel employees: an investigation in Turkey
Küçük Resim Yok
Tarih
2022
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Emerald
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Purpose – This paper aims to examine the association between supervisor support, servicing efficacy and job satisfaction among frontline hotel employees in Turkey. Specifically, the mediating role of servicing efficacy was examined in the link between supervisor support and job satisfaction. Design/methodology/approach – Data were collected from 421 frontline employees in 4- and 5-star hotels located in the South and South West of Turkey. The authors proposed a conceptual model in which servicing efficacy mediates the link between supervisor support and job satisfaction after controlling for demographic information. Data were analyzed through the structural equation modeling (SEM) framework. Findings – Results showed that supervisor support positively predicted servicing efficacy and job satisfaction reports of the employees. Those reporting higher servicing efficacy were more likely to report increased job satisfaction. In addition, servicing efficacy partially mediated the link between supervisor support and job satisfaction. Originality/value – The current study provides new evidence on the link between supervisor support, efficacy beliefs and job satisfaction in the hotel industry. This is the first study investigating the mediating role of servicing efficacy in the association between supervisor support and job satisfaction. Moreover, most previous studies separately focusing on supervisor support, efficacy beliefs and job satisfaction in the hospitality industry were conducted in developed, Western countries. In contrast, research examining workrelated constructs and outcomes in Turkey’s hospitality industry has been limited. Thus, both replicated and original findings would contribute to the generalizability of cumulative knowledge in tourism and hospitality.
Açıklama
Anahtar Kelimeler
Supervisor support, Servicing efficacy, Job satisfaction, Frontline employees in hotels, Structural equation modeling, Turkey
Kaynak
Personnel Review
WoS Q Değeri
Q1
Scopus Q Değeri
Q1
Cilt
52
Sayı
7
Künye
Öksüz, M., Tosyalı, H. and Tosyalı, A. (2022). The link between supervisor support, servicing efficacy and job satisfaction among frontline hotel employees: an investigation in Turkey. Personnel Review, 52(7), p.1773-1790.
