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

Osman M. Karatepe (Faculty of Tourism, Eastern Mediterranean University, Gazimagusa, Turkey)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Publication date: 9 February 2015

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.

Keywords

Citation

Karatepe, O.M. (2015), "Do personal resources mediate the effect of perceived organizational support on emotional exhaustion and job outcomes?", International Journal of Contemporary Hospitality Management, Vol. 27 No. 1, pp. 4-26. https://doi.org/10.1108/IJCHM-09-2013-0417

Publisher

:

Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited

To read the full version of this content please select one of the options below

You may be able to access this content by logging in via Shibboleth, Open Athens or with your Emerald account.
To rent this content from Deepdyve, please click the button.
If you think you should have access to this content, click the button to contact our support team.