Work social support, work engagement and their impacts on multiple performance outcomes
International Journal of Productivity and Performance Management
ISSN: 1741-0401
Article publication date: 17 December 2019
Issue publication date: 29 June 2020
Abstract
Purpose
The purpose of this paper is to propose a research model in which work engagement (WE) mediates the influence of work social support on job satisfaction (JS), in-role performance (IRP), creative performance (CP) and extra-role performance (ERP).
Design/methodology/approach
Data were collected from cabin attendants via three surveys two weeks apart and their pursers. The aforesaid relationships were assessed through structural equation modeling.
Findings
In general, there is support for the preponderance of hypotheses. Specifically, WE completely mediates the impact of coworker support on JS and IRP, while the impact of supervisor support on CP is completely mediated by WE. WE partly mediates the effect of coworker support on CP and ERP. Furthermore, the effect of supervisor support on JS, IRP and ERP is partly mediated by WE.
Practical implications
Management should make sure that the work environment consists of supportive supervisors and coworkers who are trained on how they can enhance the cooperation and collaboration among employees. Management should also create an employee platform where cabin attendants can contribute to service delivery process by sharing their experiences arising from passenger requests and problems.
Originality/value
The study extends and contributes to the current service research by assessing the impact of WE simultaneously on three performance outcomes. The study adds to current knowledge by investigating the mediating mechanism linking work social support to the attitudinal and behavioral outcomes. The study also controls the threat of common method variance with at least two procedural remedies, which have been rarely used in the current service research.
Keywords
Acknowledgements
Data used in this study were collected as part of the first author’s master thesis and came from part of a larger project. The extended abstract of this paper (906 words including references) was presented in the 7th Advances in Hospitality and Tourism Marketing and Management (AHTMM) Conference, July 10–15, 2017, in Gazimagusa in Northern Cyprus and was published in the proceedings of this conference.
Citation
Talebzadeh, N. and Karatepe, O.M. (2020), "Work social support, work engagement and their impacts on multiple performance outcomes", International Journal of Productivity and Performance Management, Vol. 69 No. 6, pp. 1227-1245. https://doi.org/10.1108/IJPPM-05-2018-0195
Publisher
:Emerald Publishing Limited
Copyright © 2019, Emerald Publishing Limited