Performance driven outcomes — The case of frontline employees in the hospitality sector

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 and Ma, Erdan and Wong, IpKin Anthony (2019) Performance driven outcomes — The case of frontline employees in the hospitality sector. Journal of Hospitality Marketing and Management, 28 (1). pp. 101-123. ISSN 1936-8623


Abstract

This study proposes a linear relationship between employee performance, job satisfaction and organizational commitment in the hospitality industry. Employees’ sense of achievement intervenes in the relationship between employee performance and satisfaction. In particular, this study models service climate as a cross-level moderator in this chain relationship. The data were collected at 27 casino hotels in Macau. The study finds that job performance has significant direct and indirect effects on job satisfaction. Employees’ sense of achievement significantly intervenes in the relationship between job performance and satisfaction. Service climate has significant cross-level direct and moderating effects on employee sense of achievement, job satisfaction, and organizational commitment. The study provides a fresh look into the relationship between employee performance, sense of achievement, job satisfaction and organizational commitment in the case of hospitality industry.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 09 Aug 2022 23:16
Last Modified: 10 Aug 2022 00:08
Uncontrolled Keywords: frontline employees; job satisfaction; organizational commitment; performance; service climate
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Identification Number or DOI: https://doi.org/10.1080/19368623.2018.1486767
URI: http://eprints.usq.edu.au/id/eprint/49866

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