Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1011524 | Journal of Hospitality and Tourism Management | 2012 | 10 Pages |
Abstract
This study proposes and tests a conceptual model that investigates whether customer orientation acts as a mediator of the relationship between job resourcefulness and hotel employee outcomes. The results from a survey of 145 frontline hotel employees in Iran suggest that customer orientation has a full mediating role in the relationship between job resourcefulness and role-prescribed customer service. Contrary to the hypothesised relationships, there is no empirical support for customer orientation as a mediator of the impact of job resourcefulness on job satisfaction and turnover intentions. Theoretical and practical implications of the results are discussed.
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Tourism, Leisure and Hospitality Management