The link between supervisor support, servicing efficacy and job satisfaction among frontline hotel employees: an investigation in Turkey

Abstract

Purpose

This paper aims to examine the association between supervisor support, servicing efficacy and job satisfaction among frontline hotel employees in Turkey. Specifically, the mediating role of servicing efficacy was examined in the link between supervisor support and job satisfaction.

Design/methodology/approach

Data were collected from 421 frontline employees in 4- and 5-star hotels located in the South and South West of Turkey. The authors proposed a conceptual model in which servicing efficacy mediates the link between supervisor support and job satisfaction after controlling for demographic information. Data were analyzed through the structural equation modeling (SEM) framework.

Findings

Results showed that supervisor support positively predicted servicing efficacy and job satisfaction reports of the employees. Those reporting higher servicing efficacy were more likely to report increased job satisfaction. In addition, servicing efficacy partially mediated the link between supervisor support and job satisfaction.

Originality/value

The current study provides new evidence on the link between supervisor support, efficacy beliefs and job satisfaction in the hotel industry. This is the first study investigating the mediating role of servicing efficacy in the association between supervisor support and job satisfaction. Moreover, most previous studies separately focusing on supervisor support, efficacy beliefs and job satisfaction in the hospitality industry were conducted in developed, Western countries. In contrast, research examining work-related constructs and outcomes in Turkey’s hospitality industry has been limited. Thus, both replicated and original findings would contribute to the generalizability of cumulative knowledge in tourism and hospitality.

Citation

Öksüz, M., Tosyalı, H. and Tosyali, F. (2023), "The link between supervisor support, servicing efficacy and job satisfaction among frontline hotel employees: an investigation in Turkey", Personnel Review, Vol. 52 No. 7, pp. 1773-1790. https://doi.org/10.1108/PR-10-2021-0733