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Antecedents and outcome of job embeddedness: evidence from four and five-star hotels


Citation

Chan, Wei Leong and Jo, Ann Ho and Sambasivan, Murali and Siew, Imm Ng (2019) Antecedents and outcome of job embeddedness: evidence from four and five-star hotels. International Journal of Hospitality Management, 83. pp. 37-45. ISSN 0278-4319; ESSN: 1873-4693

Abstract

The present study explores the antecedents and outcome of job embeddedness. The antecedents are: level of control over work hours and felt obligation. The outcome is proactive customer service performance. Using self-administered questionnaires, 163 paired responses were gathered from frontline employees and their supervisors/managers in 16 hotels/resorts with a rating of four and five stars in Malaysia. Frontline employees responded to the questions on level of control over work hours, felt obligation and job embeddedness (on-the-job and off-the-job). Supervisors/managers responded to the questions on their employees’ proactive customer service performance. The salient findings are: (1) Level of control over work hours and felt obligation have significant relationships with on-the-job embeddedness; (2) On-the-job embeddedness has a significant relationship with proactive customer service performance; (3) On-the-job embeddedness mediates the relationship between felt obligation and proactive customer service performance; and (4) Off-the-job embeddedness has a significant relationship with on-the-job embeddedness.


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Additional Metadata

Item Type: Article
Divisions: Faculty of Economics and Management
Putra Business School
DOI Number: https://doi.org/10.1016/j.ijhm.2019.04.011
Publisher: Elsevier
Keywords: Off-the-job embeddedness; On-the-job embeddedness; Proactive customer service performance; Level of control over work hours; Felt obligation; Hotel frontline employees
Depositing User: Ms. Nuraida Ibrahim
Date Deposited: 04 Nov 2020 20:19
Last Modified: 04 Nov 2020 20:19
Altmetrics: http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.1016/j.ijhm.2019.04.011
URI: http://psasir.upm.edu.my/id/eprint/80654
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