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Do personal resources mediate the effect of perceived organizational support on emotional exhaustion and job outcomes?

Do personal resources mediate the effect of perceived organizational support on emotional... 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, 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Contemporary Hospitality Management Emerald Publishing

Do personal resources mediate the effect of perceived organizational support on emotional exhaustion and job outcomes?

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0959-6119
DOI
10.1108/IJCHM-09-2013-0417
Publisher site
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Abstract

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, 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.

Journal

International Journal of Contemporary Hospitality Management – Emerald Publishing

Published: Feb 9, 2015

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