Antecedents and outcome of job embeddedness: Evidence from four and five-star hotels. (October 2019)

• Record Type: Journal Article
• Authors: Chan, Wei Leong; Ho, Jo Ann; Sambasivan, Murali; Ng, Siew Imm
• Is Part Of: International journal of hospitality management. Volume 83(2019)
• Page Start: 37
• Page End: 45
• Publication Date: 2019-10
• Subjects: Off-the-job embeddedness -- On-the-job embeddedness -- Proactive customer service performance -- Level of control over work hours -- Felt obligation -- Hotel frontline employees; Hotel management -- Periodicals; Restaurant management -- Periodicals; Food service management -- Periodicals; Hôtels -- Gestion -- Périodiques; Restaurants -- Gestion -- Périodiques; Services alimentaires -- Gestion -- Périodiques; Food service management; Hotel management; Restaurant management; Periodicals; 647.94
• DOI: 10.1016/j.ijhm.2019.04.011
• Languages: English
• ISSNs: 0278-4319

Abstract

Highlights: Job embeddedness determines proactive customer service performance of employees. Level of control over work hours and felt obligation determine job embeddedness. Job embeddedness mediates the relationship between felt obligation and proactive customer service performance. Abstract: The present study explores the antecedents and outcome of job embeddedness. The antecedents are: level of control over work hours and felt obligation. The outcome is proactive customer service performance. Using self-administered questionnaires, 163 paired responses were gathered from frontline employees and their supervisors/managers in 16 hotels/resorts with a rating of four and five stars in Malaysia. Frontline employees responded to the questions on level of control over work hours, felt obligation and job embeddedness (on-the-job and off-the-job). Supervisors/managers responded to the questions on their employees' proactive customer service performance. The salient findings are: (1) Level of control over work hours and felt obligation have significant relationships with on-the-job embeddedness; (2) On-the-job embeddedness has a significant relationship with proactive customer service performance; (3) On-the-job embeddedness mediates the relationship between felt obligation and proactive customer service performance; and (4) Off-the-job embeddedness has a significant relationship with on-the-job embeddedness.