The link between supervisor support, servicing efficacy and job satisfaction among frontline hotel employees: an investigation in Turkey


Oksuz M., Tosyali H., Tosyali F.

PERSONNEL REVIEW, 2022 (SSCI) identifier

  • Publication Type: Article / Article
  • Publication Date: 2022
  • Doi Number: 10.1108/pr-10-2021-0733
  • Journal Name: PERSONNEL REVIEW
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus, ABI/INFORM, Abstracts in Social Gerontology, Business Source Elite, Business Source Premier, EBSCO Education Source, Educational research abstracts (ERA), INSPEC, Psycinfo, vLex
  • Keywords: Supervisor support, Servicing efficacy, Job satisfaction, Frontline employees in hotels, Structural equation modeling, Turkey, SELF-EFFICACY, ORGANIZATIONAL-COMMITMENT, HOSPITALITY INDUSTRY, PERFORMANCE, OUTCOMES, IMPACT, PERCEPTIONS, ENGAGEMENT, RESOURCES, BEHAVIORS
  • Middle East Technical University Affiliated: Yes

Abstract

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 work-related 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.