Advanced
search

To read this content please select one of the options below:

Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: a study of frontline employees in Turkey

Ugur Yavas (Professor of Marketing and Advisory Board Faculty Fellow in the Department of Management and Marketing, College of Business and Technology, East Tennessee State University, Johnson City, Tennesse, USA)
Osman M. Karatepe (Associate Professor of Marketing at the School of Tourism and Hospitality Management, Eastern Mediterranean University, Gazimagusa, Turkish Republic of Northern Cyprus, Turkey)
Emin Babakus (First Tennessee Professor and Professor of Marketing at the Department of Marketing and Supply Chain Management, Fogelman College of Business and Economics, The University of Memphis, Memphis, Tennessee, USA)

Tourism Review

ISSN: 1660-5373

Article publication date: 21 September 2010

3067

Abstract

Purpose

–

The purpose of this paper is to examine the relative efficacies of a set of organizational support mechanisms and personality traits in predicting frontline employees' service recovery and job performances.

Design/methodology/approach

–

Data were gathered through self‐administered questionnaires. A sample of 723 frontline hotel employees in Turkey serves as the study setting.

Findings

–

The study results show that organizational support is more effective in differentiating between high‐ and low‐performing frontline employees in the case of service recovery performance. However, job performance overall is more susceptible to the influences of personality traits.

Research limitations/implications

–

Replication studies in other regions of Turkey and other countries among frontline employees in the hotel industry as well as other service settings would broaden the database for further generalizations. Including other organizational support mechanisms (e.g. technology support) and personality traits (e.g. customer orientation) would shed further light on our understanding of the relative roles of organizational support and personality traits in predicting frontline employee performance.

Practical implications

–

In addition to providing organizational support to their employees, hotel managers should recruit individuals with the relevant personality traits for frontline service jobs. Using these strategies in tandem increases the likelihood of having high‐performing employees.

Social implications

–

From a macro standpoint, implementation of the strategies discussed here will benefit the hotels in Turkey which are in stiffening competition with their counterparts.

Originality/value

–

The study adds to the body of knowledge by investigating simultaneously the relative efficacies of organizational support and personality traits in predicting service recovery and job performances of frontline hotel employees in a developing economy.

Keywords

Citation

Yavas, U., Karatepe, O.M. and Babakus, E. (2010), "Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: a study of frontline employees in Turkey", Tourism Review, Vol. 65 No. 3, pp. 70-83. https://doi.org/10.1108/16605371011083530

Publisher

:

Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited

Related articles

Manage cookies

We’re listening — tell us what you think

Join us on our journey