Conflict, exhaustion, and motivation: A study of frontline employees in Northern Cyprus hotels

International Journal of Hospitality Management

Volumn 26, Issue 3, 2007, Pages 645-665

  Karatepe, Osman M ^a   Uludag, Orhan ^a  

^a EASTERN MEDITERRANEAN UNIVERSITY   (Turkey)

Author keywords

Emotional exhaustion; Frontline employees; Intrinsic motivation; Northern Cyprus; Work family conflict

Indexed keywords

EID: 34249333112     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2006.05.006     Document Type: Article

References (55)

1. Allen T.D. Family-supportive work environments: the role of organizational perceptions. Journal of Vocational Behavior 58 (2001) 414-435
2. Allen N.J., and Meyer J.P. The measurement and antecedents of affective, continuance, and normative commitment to the organization. Journal of Occupational Psychology 63 (1990) 1-18
3. Allen T.D., Herst D.E.L., Bruck C.S., and Sutton M. Consequences associated with work-to-family conflict: a review and agenda for future research. Journal of Occupational Health Psychology 5 2 (2000) 278-308
4. Anderson J.C., and Gerbing D.W. Structural equation modeling in practice: a review and recommended two-step approach. Psychological Bulletin 103 May (1988) 411-423
5. Aycan Z., and Eskin M. Relative contributions of childcare, spousal support, and organizational support in reducing work-family conflict for men and women: the case of Turkey. Sex Roles 53 7/8 (2005) 453-471
6. Babakus E., Cravens D.W., Johnston M., and Moncrief W.C. The role of emotional exhaustion in sales force attitude and behavior relationships. Journal of the Academy of Marketing Science 27 1 (1999) 58-70
7. Bacharach S.B., Bamberger P., and Conley S. Work-home conflict among nurses and engineers: mediating the impact of role stress on burnout and satisfaction at work. Journal of Organizational Behavior 12 (1991) 39-53
8. Bettencourt L.A., and Brown S.W. Role stressors and customer-oriented boundary-spanning behaviors in service organizations. Journal of the Academy of Marketing Science 31 4 (2003) 394-408
9. Boles J., and Babin B. On the front lines: stress, conflict, and the customer service provider. Journal of Business Research 37 (1996) 41-50
10. Boles J.S., Johnston M.W., and Hair Jr. J.F. Role stress, work-family conflict and emotional exhaustion: inter-relationships and effects on some work-related consequences. Journal of Personal Selling & Sales Management 17 1 (1997) 17-28
11. Boles J.S., Howard W.G., and Donofrio H.H. An investigation into the inter-relationships of work-family conflict, family-work conflict and work satisfaction. Journal of Managerial Issues 13 3 (2001) 376-390
12. Boshoff C., and Allen J. The influence of selected antecedents on frontline staff's perceptions of service recovery performance. International Journal of Service Industry Management 11 1 (2000) 63-90
13. Boyar S.L., Maertz Jr. C.P., Pearson A.W., and Keough S. Work-family conflict: a model of linkages between work and family domain variables and turnover intentions. Journal of Managerial Issues 15 2 (2003) 175-190
14. Brashear T.G., Lepkowska-White E., and Chelariu C. An empirical test of antecedents and consequences of salesperson job satisfaction among Polish retail salespeople. Journal of Business Research 56 (2003) 971-978
15. Brewer G. Mind reading: what drives top salespeople to greatness?. Sales and Marketing Management 146 May (1994) 82-88
16. Cheng A., and Brown A. HRM strategies and labor turnover in the hotel industry: a comparative study of Australia and Singapore. The International Journal of Human Resource Management 9 1 (1998) 136-154
17. Cordes C.L., and Dougherty T.W. A review and an integration of research on job burnout. Academy of Management Review 18 4 (1993) 621-656
18. Cropanzano R., Rupp D.E., and Byrne Z.S. The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors. Journal of Applied Psychology 88 1 (2003) 160-169
19. Deery M.A., and Shaw R.N. An investigation of the relationship between employee turnover and organizational culture. Journal of Hospitality & Tourism Research 23 4 (1999) 387-400
20. Eby L.T., Freeman D.M., Rush M.C., and Lance C.E. Motivational bases of affective organizational commitment: a partial test of an integrative theoretical model. Journal of Occupational and Organizational Psychology 72 (1999) 463-483
21. Gaines J., and Jermier J.M. Emotional exhaustion in a high stress organization. Academy of Management Journal 26 4 (1983) 567-586
22. Grandey A.A., and Cropanzano R. The conservation of resources model applied to work-family conflict and strain. Journal of Vocational Behavior 54 (1999) 350-370
23. Hartline M.D., and Ferrell O.C. The management of customer-contact service employees: an empirical investigation. Journal of Marketing 60 October (1996) 52-70
24. Hill E.J., Yang C., Hawkins A.J., and Ferris M. A cross-cultural test of the work-family interface in 48 countries. Journal of Marriage and Family 66 December (2004) 1300-1316
25. Hobfoll S.E. Conservation of resources: a new attempt at conceptualizing stress. American Psychologist 44 3 (1989) 513-524
26. Hobfoll S.E. Social and psychological resources and adaptation. Review of General Psychology 6 4 (2002) 307-324
27. Iverson R.D., Olekalns M., and Erwin P.J. Affectivity, organizational stressors, and absenteeism: a causal model of burnout and its consequences. Journal of Vocational Behavior 52 (1998) 1-23
28. Joreskog K., and Sorbom D. LISREL 8: User's Reference Guide (1996), Scientific Software International, Inc., Chicago
29. Karatepe O.M. The effects of selected antecedents on the service recovery performance of frontline employees. The Service Industries Journal 26 1 (2006) 39-57
30. Karatepe O.M., and Sokmen A. The effects of work role and family role variables on psychological and behavioral outcomes of frontline employees. Tourism Management 27 (2006) 255-268
31. Keaveney S.M. An empirical investigation of dysfunctional organizational turnover among chain and non-chain retail store buyers. Journal of Retailing 68 2 (1992) 145-173
32. Kilic H., and Okumus F. Factors influencing productivity in small island hotels: evidence from Northern Cyprus. International Journal of Contemporary Hospitality Management 17 4 (2005) 315-331
33. Kim W.G., Leong J.K., and Lee Y.-K. Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant. International Journal of Hospitality Management 24 (2005) 171-193
34. Lam T., Pine R., and Baum T. Subjective norms: effects on job satisfaction. Annals of Tourism Research 30 1 (2003) 160-177
35. Ledgerwood C.E., Crotts J.C., and Everett A.M. Antecedents of employee burnout in the hotel industry. Progress in Tourism and Hospitality Research 4 (1998) 31-44
36. Lee R.T., and Ashforth B.E. A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology 81 2 (1996) 123-133
37. Locke E.A. What is job satisfaction?. Organizational Behavior and Human Performance 4 April (1969) 309-336
38. Low G.S., Cravens D.W., Grant K., and Moncrief W.C. Antecedents and consequences of salesperson burnout. European Journal of Marketing 35 5/6 (2001) 587-611
39. Maslach C., and Jackson S.E. The measurement of experienced burnout. Journal of Occupational Behavior 2 (1981) 99-113
40. McGorry S.Y. Measurement in a cross-cultural environment: survey translation issues. Qualitative Market Research: An International Journal 3 2 (2000) 74-81
41. Meyer J.P., Stanley D.J., Herscovitch L., and Topolnytsky L. Affective, continuance, and normative commitment to the organization: a meta-analysis of antecedents, correlates, and consequences. Journal of Vocational Behavior 61 (2002) 20-52
42. Miller J.F. Motivating people. Executive Excellence 19 December (2002) 12
43. Mowday R.T., Steers R.M., and Porter L.W. The measurement of organizational commitment. Journal of Vocational Behavior 14 (1979) 224-247
44. Netemeyer R.G., Boles J.S., and McMurrian R. Development and validation of work-family conflict and family-work conflict scales. Journal of Applied Psychology 81 4 (1996) 400-410
45. Netemeyer R.G., Brashear-Alejandro T., and Boles J.S. A cross-national model of job-related outcomes of work role and family role variables: a retail sales context. Journal of the Academy of Marketing Science 32 1 (2004) 49-60
46. Nunnally J.C. Psychometric Theory. 2nd ed (1978), McGraw-Hill Book Company, New York
47. Pizam A., and Thornburg S.W. Absenteeism and voluntary turnover in Central Florida hotels: a pilot study. International Journal of Hospitality Management 19 (2000) 211-217
48. Rowley G., and Purcell K. 'As cooks go, she went': is labor churn inevitable?. International Journal of Hospitality Management 20 (2001) 163-185
49. Rust R.T., Stewart G.L., Miller H., and Pielack D. The satisfaction and retention of frontline employees: a customer satisfaction measurement approach. International Journal of Service Industry Management 7 5 (1996) 62-80
50. Singh J. Performance productivity and quality of frontline employees in service organizations. Journal of Marketing 64 April (2000) 15-34
51. Statistical Yearbook of Tourism, 2003. Tourism and Planning Office. State Printing House, Lefkosa, Turkish Republic of Northern Cyprus.
52. Steers R.M. Antecedents and outcomes of organizational commitment. Administrative Science Quarterly 22 March (1977) 46-56
53. Susskind A.M., Borchgrevink C.P., Kacmar K.M., and Brymer R.A. Customer service employees' behavioral intentions and attitudes: an examination of construct validity and a path model. International Journal of Hospitality Management 19 (2000) 53-77
54. Thomas K. Intrinsic motivation and how it works. Training 37 October (2000) 130-135
55. Wright T.A., and Cropanzano R. Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology 83 3 (1998) 486-493