International Journal of Contemporary Hospitality Management, Volume 27, Issue 1, February 2015.
Purpose The purpose of this paper is to examine personal resources as a mediator of the effect of perceived organizational support on emotional exhaustion, extra-role customer service, and turnover intentions. Design/methodology/approach Using data collected from frontline hotel employees with a one-month time lag in Cameroon, the relationships were assessed via structural equation modeling. Positive affectivity, intrinsic motivation, and self-efficacy were treated as the indicators of personal resources. Findings The results suggest that positive affectivity, intrinsic motivation, and self-efficacy are significant indicators representing personal resources. As hypothesized, personal resources fully mediate the effect of perceived organizational support on emotional exhaustion, extra-role customer service, and turnover intentions. Specifically, frontline employees who receive sufficient support from the organization are high in positive affectivity, are intrinsically motivated and self-efficacious at elevated levels. Such employees in turn experience low levels of emotional exhaustion and turnover intentions and display high levels of extra-role customer service behaviors. Originality/value The current paper contributes to the hospitality management literature by investigating personal resources as a mediator of the impact of perceived organizational support on emotional exhaustion and the aforementioned job outcomes.
Purpose The purpose of this paper is to examine personal resources as a mediator of the effect of perceived organizational support on emotional exhaustion, extra-role customer service, and turnover intentions. Design/methodology/approach Using data collected from frontline hotel employees with a one-month time lag in Cameroon, the relationships were assessed via structural equation modeling. Positive affectivity, intrinsic motivation, and self-efficacy were treated as the indicators of personal resources. Findings The results suggest that positive affectivity, intrinsic motivation, and self-efficacy are significant indicators representing personal resources. As hypothesized, personal resources fully mediate the effect of perceived organizational support on emotional exhaustion, extra-role customer service, and turnover intentions. Specifically, frontline employees who receive sufficient support from the organization are high in positive affectivity, are intrinsically motivated and self-efficacious at elevated levels. Such employees in turn experience low levels of emotional exhaustion and turnover intentions and display high levels of extra-role customer service behaviors. Originality/value The current paper contributes to the hospitality management literature by investigating personal resources as a mediator of the impact of perceived organizational support on emotional exhaustion and the aforementioned job outcomes.