Linking polychronicity to hotel frontline employees’ job outcomes: Do control variables make a difference

Mustafa Daskin (School of Tourism and Hotel Management, Sinop University, Sinop, Turkey)

EuroMed Journal of Business

ISSN: 1450-2194

Publication date: 4 July 2016

Abstract

Purpose

The purpose of this paper is to investigate the impact of polychronicity on frontline employees’ (FLEs) service recovery performance, perceived role overload, and work stress in a hotel work setting.

Design/methodology/approach

In this survey, a total number of 267 usable questionnaires were personally retrieved from a sample of full-time FLEs in the research location. The hypothesized relationships were tested using hierarchical regression analysis.

Findings

Results based on hierarchical regression analysis reveal that polychronicity had positive impact on service recovery performance and negative impact on role overload and work stress. Significantly, while education was found to be positively related to service recovery performance, on the other hand, age, education, and job tenure were found to be negatively related to role overload and work stress.

Practical implications

This paper provides implications for managers in terms of minimizing FLEs role overload and work stress and maximizing their service recovery performance. Also, this study provides useful guidelines to implement effective management practices and improve organizational outcomes within a hotel work setting.

Originality/value

Theoretically, the current study by examining the untried effects and relationships such as the effect of polychronicity on FLEs’ service recovery performance and work stress lends further contribution to the tourism and hospitality management literature.

Keywords

Citation

Daskin, M. (2016), "Linking polychronicity to hotel frontline employees’ job outcomes: Do control variables make a difference", EuroMed Journal of Business, Vol. 11 No. 2, pp. 162-180. https://doi.org/10.1108/EMJB-04-2015-0022

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Publisher

:

Emerald Group Publishing Limited

Copyright © 2016, Emerald Group Publishing Limited

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