Online citations, reference lists, and bibliographies.
← Back to Search

Perceived Organizational Support, Career Satisfaction, And Performance Outcomes: A Study Of Hotel Employees In Cameroon

Osman M. Karatepe
Published 2012 · Psychology

Cite This
Download PDF
Analyze on Scholarcy
Share
Purpose – The purpose of this study is to develop and test a research model that examines career satisfaction as a mediator of the effect of perceived organizational support on service recovery performance and job performance.Design/methodology/approach – Based on data obtained from frontline hotel employees with a time lag of one month and their immediate supervisors in Cameroon, the hypothesized relationships were tested using LISREL 8.30 through structural equation modeling.Findings – The results suggested that the fully mediated model had a better fit to the data when compared to the partially mediated model. As hypothesized, perceived organizational support influenced service recovery performance and job performance only via career satisfaction.Research limitations/implications – Investigating the study relationships over a longer period of time than was done in this study would be useful for making causal inferences conclusively. Replication studies with larger sample sizes in different hospitality ...
This paper references
10.1111/J.1533-8525.1975.TB02141.X
Continuance Commitment in Low-status Occupations: the Cocktail Waitress1
H. L. Hearn (1974)
10.1108/09596111111101661
Do job resources moderate the effect of emotional dissonance on burnout
Osman M. Karatepe (2011)
10.1037/0021-9010.71.3.500
Perceived organizational support.
Robert Eisenberger (1986)
10.1177/1096348009338530
The Effect of Management Commitment To Service On Employee Service Behaviors: the Mediating Role of Job Satisfaction
Hyun Jeong Kim (2009)
10.1006/JVBE.1996.0032
Work and nonwork influences on the career satisfaction of dual-earner couples.
S. Aryee (1996)
10.1177/0149206305279602
Social Exchange Theory: An Interdisciplinary Review
R. Cropanzano (2005)
10.1111/j.1540-5915.2004.02671.x
Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth
E. Babakus (2004)
10.2307/256352
Effects of Race on Organizational Experiences, Job Performance Evaluations, and Career Outcomes
J. Greenhaus (1990)
10.1037/0021-9010.92.4.1031
Development of a global measure of job embeddedness and integration into a traditional model of voluntary turnover.
C. Crossley (2007)
10.1108/09604520810871892
An assessment of the empirical characteristics of top journals in services marketing
G. Svensson (2008)
10.1037/0021-9010.87.5.875
The convergent and discriminant validity of subjective fit perceptions.
D. Cable (2002)
10.1108/16605371011083530
Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: a study of frontline employees in Turkey
U. Yavas (2010)
10.1348/096317908X288838
Perceived organizational support, career satisfaction, and the retention of older workers
M. Armstrong-Stassen (2009)
10.1108/09604521111100261
Antecedents and effects of engaged frontline employees
Terje Slåtten (2011)
10.1037/0021-9010.86.1.42
Reciprocation of perceived organizational support.
R. Eisenberger (2001)
10.2307/3069445
Service with a smile: Emotional contagion in the service encounter.
S. Pugh (2001)
10.1177/0092070303031003005
The effect of management commitment to service quality on employees’ affective and performance outcomes
E. Babakus (2003)
Perceived organizational support: Evidence for a mediated association with work performance
Lori A. Muse (2007)
10.1016/S0278-4319(99)00030-4
Customer Service Employees’ Behavioral Intentions and Attitudes: An Examination of Construct Validity and a Path Model
Alex M. Susskind (2000)
10.1108/08876040410548311
Effects of contact employee supports on critical employee responses and customer service evaluation
Mahn Hee Yoon (2004)
10.1080/10548408.2011.562855
Customer Aggression, Emotional Exhaustion, and Hotel Employee Outcomes: A Study in the United Arab Emirates
Osman M. Karatepe (2011)
10.1037/0033-2909.103.3.411
STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH
J. Anderson (1988)
10.1111/J.1744-6570.2004.TB02493.X
WORK VALUE CONGRUENCE AND INTRINSIC CAREER SUCCESS: THE COMPENSATORY ROLES OF LEADER-MEMBER EXCHANGE AND PERCEIVED ORGANIZATIONAL SUPPORT
B. Erdogan (2004)
10.1057/PALGRAVE.JIBS.8490398
A Cross-National Comparison of Consumer Research Measures
Ravi Parameswaran (1987)
Lisrel 8: User's Reference Guide
K. G. Jöreskog (1989)
The relationship between perceived organisational support and turnover intentions in a developing country: The mediating role of organisational commitment
G. Tumwesigye (2010)
10.1037/0022-3514.51.6.1173
The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations.
R. M. Baron (1986)
10.2307/1252162
Employee Behavior in a Service Environment: A Model and Test of Potential Differences between Men and Women:
B. Babin (1998)
10.1108/09564230010310295
The influence of selected antecedents on frontline staff’s perceptions of service recovery performance
C. Boshoff (2000)
10.1016/J.IJHM.2011.03.002
From hotel career management to employees’ career satisfaction: The mediating effect of career competency
H. Kong (2012)
10.1080/09652540802480944
The Effect of Management Commitment to Service Quality on Frontline Employees' Job Attitudes, Turnover Intentions and Service Recovery Performance in a New Public Management Context
Nicholas J. Ashill (2008)
10.1108/09596110810897619
Talent management, work‐life balance and retention strategies
M. Deery (2008)
10.1002/JTR.853
The challenges of marketing tourism destinations in the Central African subregion: the Cameroon example.
A. N. Kimbu (2011)
10.1002/(SICI)1099-1379(199901)20:1<1::AID-JOB885>3.0.CO;2-W
Affect and favorable work outcomes: two longitudinal tests of the happy–productive worker thesis
T. A. Wright (1999)
10.1016/J.JVB.2004.01.001
Test of a Mediation Model of Perceived Organizational Support.
Z. Chen (2005)
10.1108/09596110910948297
The relationship between internal and external service quality
N. Bouranta (2009)
10.1108/09596110810873525
Hospitality workplace problems and poor training: a close relationship
Jill Poulston (2008)
10.1037/0033-2909.127.3.376
The job satisfaction-job performance relationship: a qualitative and quantitative review.
T. Judge (2001)
10.5465/AMR.1981.4285698
Differentiating Organizational Commitment From Expectancy as a Motivating Force
R. Scholl (1981)
10.4324/9781410612601
Work and Family : An International Research Perspective
S. Poelmans (2005)
10.1006/JVBE.1998.1666
The Conservation Of Resources model applied to work–family conflict and strain.
A. Grandey (1999)
10.1177/0092070303255636
Role stressors and customer-oriented boundary-spanning behaviors in service organizations
L. A. Bettencourt (2003)
10.1037/0021-9010.88.5.879
Common method biases in behavioral research: a critical review of the literature and recommended remedies.
P. M. Podsakoff (2003)
10.1037/0021-9010.87.4.698
Perceived organizational support: a review of the literature.
L. Rhoades (2002)
10.2307/2786945
The self-regulation of attitudes, intentions, and behavior
R. Bagozzi (1992)
10.1108/02683940610690169
Antecedents and consequences of employee engagement
A. M. Saks (2006)
10.1006/JVBE.1996.0025
Work and Family Variables, Entrepreneurial Career Success, and Psychological Well-Being
S. Parasuraman (1996)
10.1108/09596111111129986
Hospitality quality: new directions and new challenges
Anne P. Crick (2011)
10.1108/09596111011042695
Career management systems: what are China's state‐owned hotels practising?
H. Kong (2010)



This paper is referenced by
10.1007/S10869-017-9501-1
Leader Arrogance and Subordinate Outcomes: the Role of Feedback Processes
L. A. Borden (2018)
10.1080/09585192.2016.1253031
Antecedents and outcomes of managing diversity in a UK context: test of a mediation model
Lilian Otaye-Ebede (2019)
10.1080/1528008X.2015.1133366
Quality, Satisfaction and Customers’ Future Intention: The Case of Hotels’ Fitness Centers in Cyprus
Anastasios Zopiatis (2017)
10.1016/J.SBSPRO.2016.05.016
Examining the Effects of Employee Empowerment, Teamwork, and Employee Training on Job Satisfaction☆
J. Hanaysha (2016)
10.1108/IJCHM-03-2015-0099
Adult vocational decision, career satisfaction and future intention
Anastasios Zopiatis (2016)
10.1108/PR-12-2015-0313
Factors affecting cultural intelligence and its impact on job performance: Role of cross-cultural adjustment, experience and perceived social support
J. Jyoti (2017)
10.1108/jsm-04-2018-0114
Error management in service security breaches
Wei Wei (2019)
10.1108/IJCHM-08-2014-0378
Insights into emotional contagion and its effects at the hotel front desk
Yury Ustrov (2016)
10.21325/jotags.2017.82
Aşçıların Örgütsel Destek Algısının İş Performansı Üzerine Etkisinde İş Ortamı Niteliğinin Aracılık Rolü (The Mediating Role of Work Environment Quality in the Effect of Organizational Support on Job Performance)
Haluk Tanrıverdi (2017)
Role of Perceived Organizational Support and Organizational Justice On Employee Turnover Intentions: A Literature Review
K. N. Kumar (2014)
10.1016/J.IJHM.2013.08.001
Perceived organizational support and coworker support as antecedents of foreign workers’ voice and psychological stress
R. Loi (2014)
10.1108/FS-08-2013-0037
Variations in job satisfaction in service industries: comparative international analysis
M. Bednarska (2015)
10.1002/HRDQ.21310
An application of work engagement in the job demands–resources model to career development: Assessing gender differences
Yunsoo Lee (2018)
10.22547/BER/9.2.4
The Impact of Supportive Work Environment, Trust, and Self-Efficacy on Organizational Learning and Its Effectiveness: A Stimulus-Organism Response Approach
S. Attiq (2017)
Frontline Employee Involvement and High-star Hotel Service Recovery Performance
G. Sun (2019)
10.1108/JSTP-06-2015-0130
The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors
A. Paşamehmetoğlu (2017)
10.1108/IJCHM-06-2015-0304
Psychological diversity climate: justice, racioethnic minority status and job satisfaction
Juan M. Madera (2016)
The South African hotel industry, 1990 to 2010 : structure, segmentation and spatial change
Jayne M. Rogerson (2013)
10.1017/JMO.2016.12
The effects of work social support and career adaptability on career satisfaction and turnover intentions
Osman M. Karatepe (2017)
10.1108/EJTD-11-2017-0097
A multilevel analysis of individual and organizational factors that influence the relationship between career development and job-performance improvement
Yunsoo Lee (2018)
10.1007/978-3-319-08007-9_8
Idiosyncratic deals for older workers: increased heterogeneity among older workers enhance the need for i-Deals
P. M. Bal (2015)
The Effects of Job Resourcefulness and Customer Orientation on Hotel Employee Outcomes: An Empirical Study in Iran
Behnaz Ghareh Baghi Douri (2012)
10.32705/YORUMYONETIM.432608
DOES POSITIVE PSYCHOLOGICAL CAPITAL HAVE A MEDIATOR EFFECT IN THE RELATION BETWEEN PERCEIVED ORGANIZATIONAL SUPPORT AND EMPLOYEE PERFORMANCE
Mehmet Naci Efe (2018)
10.1504/IJBIR.2013.053637
Impact of perceived organisational support on job performance among healthcare professionals
G. Sumathi (2013)
The impact of human resource management practices and career satisfaction on employee’s turn- over intention
O. Aburumman (2019)
10.1108/EJMBE-01-2019-0001
Employee satisfaction, human resource management practices and competitive advantage: The case of Northern Cyprus
Hamzah Elrehail (2019)
10.3846/BTP.2019.15
Internal service quality and external service quality using two versions of SERVQUAL scale: An empirical evidence from five malls in the capital city of Saudi Arabia
Bader M. A. Almohaimmeed (2019)
Linking service climate with customer satisfaction in Perak hotel industry: a study from service provider perspective
Chun Siang H’ng (2018)
10.1108/ijchm-04-2020-0262
An empirical examination of the antecedents of training transfer in hotels: the moderating role of supervisor support
O. El-Said (2020)
10.1504/ijesb.2015.071319
Factors affecting job performance within small indigenous retail businesses operating along the Irish border
C. J. McGuigan (2015)
Perspectives from the field: An evaluation of the U.S. Army Corps of Engineers Interpretive Services and Outreach Program
A. Mesenbrink (2013)
Employees' Career Values, Perceived Organizational Support and Career Success
Idris Abdulraheem (2012)
See more
Semantic Scholar Logo Some data provided by SemanticScholar