Perceived organizational support, career satisfaction, and performance outcomes: A study of hotel employees in Cameroon

International Journal of Contemporary Hospitality Management

Volumn 24, Issue 5, 2012, Pages 735-752

  Karatepe, Osman M ^a  

^a EASTERN MEDITERRANEAN UNIVERSITY   (Turkey)

Author keywords

Cameroon; Career satisfaction; Employees involvement; Hospitality management; Hospitality services; Hotel employees; Perceived organizational support; Performance measurement (quality)

Indexed keywords

EID: 84863427210     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/09596111211237273     Document Type: Article

References (51)

1. Anderson, J.C. and Gerbing, D.W. (1988), "Structural equation modeling in practice: a review and recommended two-step approach" in Psychological Bulletin, Vol. 103, No. 3, pp. 411-23.
2. Armstrong-Stassen, M. and Ursel, N.D. (2009), "Perceived organizational support, career satisfaction, and the retention of older workers" in Journal of Occupational and Organizational Psychology, Vol. 82, No. 1, pp. 201-20.
3. Aryee, S. (2005), "Work and Family: An International Research Perspective" in Poelmans, S.A. (Ed.), The work-family interface in urban sub-Saharan Africa: a theoretical analysis, Lawrence Erlbaum Associates, Mahwah, NJ, pp. 261-86.
4. Aryee, S. and Luk, V. (1996), "Work and nonwork influences on the career satisfaction of dual-earner couples" in Journal of Vocational Behavior, Vol. 49, No. 1, pp. 38-52.
5. Ashill, N.J., Rod, M. and Carruthers, J. (2008), "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" in Journal of Strategic Marketing, Vol. 16, No. 5, pp. 437-62.
6. Babakus, E., Bienstock, C.C. and Van Scotter, J.R. (2004), "Linking perceived service quality and customer satisfaction to store traffic and revenue growth" in Decision Sciences, Vol. 35, No. 4, pp. 713-37.
7. Babakus, E., Yavas, U., Karatepe, O.M. and Avci, T. (2003), "The effect of management commitment to service quality on employees' affective and performance outcomes" in Journal of the Academy of Marketing Science, Vol. 31, No. 3, pp. 272-86.
8. Babin, B. and Boles, J.S. (1998), "Employee behavior in a service environment: a model and test of potential differences between men and women" in Journal of Marketing, Vol. 62, No. 2, pp. 77-91.
9. Bagozzi, R.P. (1992), "The self-regulation of attitudes, intentions, and behavior" in Social Psychology Quarterly, Vol. 55, No. 2, pp. 178-204.
10. Baron, R.M. and Kenny, D.A. (1986), "The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations" in Journal of Personality and Social Psychology, Vol. 51, No. 6, pp. 1173-82.
11. Bettencourt, L.A. and Brown, S.W. (2003), "Role stressors and customer-oriented boundary-spanning behaviors in service organizations" in Journal of the Academy of Marketing Science, Vol. 31, No. 4, pp. 394-408.
12. Boshoff, C. and Allen, J. (2000), "The influence of selected antecedents on frontline staff's perceptions of service recovery performance" in International Journal of Service Industry Management, Vol. 11, No. 1, pp. 63-90.
13. Bouranta, N., Chitiris, L. and Paravantis, J. (2009), "The relationship between internal and external service quality" in International Journal of Contemporary Hospitality Management, Vol. 21, No. 3, pp. 275-93.
14. Cable, D.M. and DeRue, D.S. (2002), "The convergent and discriminant validity of subjective fit perceptions" in Journal of Applied Psychology, Vol. 87, No. 5, pp. 875-84.
15. Chen, Z.X., Aryee, S. and Lee, C. (2005), "Test of a mediation model of perceived organizational support" in Journal of Vocational Behavior, Vol. 66, No. 3, pp. 457-70.
16. Crick, A.P. and Spencer, A. (2011), "Hospitality quality: new directions and new challenges" in International Journal of Contemporary Hospitality Management, Vol. 23, No. 4, pp. 463-78.
17. Cropanzano, R. and Mitchell, M.S. (2005), "Social exchange theory: an interdisciplinary review" in Journal of Management, Vol. 31, No. 6, pp. 874-900.
18. Crossley, C.D., Bennett, R.J., Jex, S.M. and Burnfield, J.L. (2007), "Development of a global measure of job embeddedness and integration into a traditional model of voluntary turnover" in Journal of Applied Psychology, Vol. 92, No. 4, pp. 1031-42.
19. Deery, M. (2008), "Talent management, work-life balance and retention strategies" in International Journal of Contemporary Hospitality Management, 20(7, pp., pp. 792-806.
20. Eisenberger, R., Huntington, R., Hutchison, S. and Sowa, D. (1986), "Perceived organizational support" in Journal of Applied Psychology, Vol. 71, No. 3, pp. 500-7.
21. Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P.D. and Rhoades, L. (2001), "Reciprocation of perceived organizational support" in Journal of Applied Psychology, Vol. 86, No. 1, pp. 42-51.
22. Erdogan, B., Kraimer, M.L. and Liden, R.C. (2004), "Work value congruence and intrinsic career success: the compensatory roles of leader-member exchange and perceived organizational support" in Personnel Psychology, Vol. 57, No. 2, pp. 305-32.
23. Fluitman, F. (2001), "Working, but not well: notes on the nature and extent of employment problems in sub-Saharan Africa", available at: http://web.worldbank.org/WBSITE/EXTERNAL/TOPICS/EXTSOCIALPROTECTION/EXTLM/ 0,contentMDK:20295514~ page PK:210058~piPK:210062~theSite PK:390615~isCURL:Y,00.html (accessed July 8, 2011).
24. Grandey, A.A. and Cropanzano, R. (1999), "The conservation of resources model applied to work-family conflict and strain" in Journal of Vocational Behavior, Vol. 54, No. 2, pp. 350-70.
25. Greenhaus, J.H., Parasuraman, S. and Wormley, W.M. (1990), "Effects of race on organizational experiences, job performance evaluations, and career outcomes" in Academy of Management Journal, Vol. 33, No. 1, pp. 64-86.
26. Hearn, H.L. and Stoll, P. (1975), "Continuance commitment in low-status occupations: the cocktail waitress" in The Sociological Quarterly, Vol. 16, No. 1, pp. 105-14.
27. Joreskog, K. and Sorbom, D. (1996), LISREL 8: User's Reference Guide, Scientific Software International, Inc., Chicago, IL.
28. Judge, T.A., Thoresen, C.J., Bono, J.E. and Patton, G.K. (2001), "The job satisfaction-job performance relationship: a qualitative and quantitative review" in Psychological Bulletin, Vol. 127, No. 3, pp. 376-407.
29. Karatepe, O.M. (2011a), "Customer aggression, emotional exhaustion, and hotel employee outcomes: a study in the United Arab Emirates" in Journal of Travel and Tourism Marketing, Vol. 28, No. 3, pp. 279-95.
30. Karatepe, O.M. (2011b), "Do job resources moderate the effect of emotional dissonance on burnout? A study in the city of Ankara, Turkey" in International Journal of Contemporary Hospitality Management, Vol. 23, No. 1, pp. 44-65.
31. Kim, H.J., Tavitiyaman, P. and Kim, W.G. (2009), "The effect of management commitment to service on employee service behaviors: the mediating role of job satisfaction" in Journal of Hospitality and Tourism Research, Vol. 33, No. 3, pp. 369-90.
32. Kimbu, A.N. (2011), "The challenges of marketing tourism destinations in the Central African subregion: the Cameroon example" in International Journal of Tourism Research, Vol. 13, No. 4, pp. 324-36.
33. Kong, H., Cheung, C. and Song, H. (2012), "From hotel career management to employees' career satisfaction: the mediating effect of career competency" in International Journal of Hospitality Management, Vol. 31, No. 1, pp. 76-85.
34. Kong, H., Cheung, C. and Zhang, H.Q. (2010), "Career management systems: what are China's state-owned hotels practicing?" in International Journal of Contemporary Hospitality Management, Vol. 22, No. 4, pp. 467-82.
35. Luthans, F. (1992), Organizational Behavior, 6th ed., McGraw-Hill, New York, NY.
36. Muse, L.A. and Stamper, C.L. (2007), "Perceived organizational support: evidence for a mediated association with work performance" in Journal of Managerial Issues, Vol. 19, No. 4, pp. 517-35.
37. Parameswaran, R. and Yaprak, A. (1987), "A cross-national comparison of consumer research measures" in Journal of International Business Studies, Vol. 18, No. 1, pp. 35-49.
38. Parasuraman, S., Purohit, Y.S., Godshalk, V.M. and Beutell, N.J. (1996), "Work and family variables, entrepreneurial career success and psychological well-being" in Journal of Vocational Behavior, Vol. 48, No. 3, pp. 275-300.
39. Podsakoff, P.M., MacKenzie, S.B., Lee, J-Y. and Podsakoff, N.P. (2003), "Common method biases in behavioral research: a critical review of the literature and recommended remedies" in Journal of Applied Psychology, Vol. 88, No. 5, pp. 879-903.
40. Poulston, J. (2008), "Hospitality workplace problems and poor training: a close relationship" in International Journal of Contemporary Hospitality Management, Vol. 20, No. 4, pp. 412-27.
41. Pugh, S.D. (2001), "Service with a smile: emotional contagion in the service encounter" in Academy of Management Journal, Vol. 44, No. 5, pp. 1018-27.
42. Rhoades, L. and Eisenberger, R. (2002), "Perceived organizational support: a review of the literature" in Journal of Applied Psychology, Vol. 87, No. 4, pp. 698-714.
43. Saks, A.M. (2006), "Antecedents and consequences of employee engagement" in Journal of Managerial Psychology, Vol. 21, No. 7, pp. 600-19.
44. Scholl, R.W. (1981), "Differentiating organizational commitment from expectancy as a motivating force" in Academy of Management Review, Vol. 6, No. 4, pp. 589-99.
45. Slåtten, T. and Mehmetoglu, M. (2011), "Antecedents and effects of engaged frontline employees: a study from the hospitality industry" in Managing Service Quality, Vol. 21, No. 1, pp. 88-107.
46. Susskind, A.M., Borchgrevink, C.P., Kacmar, K.M. and Brymer, R.A. (2000), "Customer service employees' behavioral intentions and attitudes: an examination of construct validity and a path model" in International Journal of Hospitality Management, Vol. 19, No. 1, pp. 53-77.
47. Svensson, G., Tronvoll, B. and Slåtten, T. (2008), "An assessment of the empirical characteristics of top journals in services marketing" in Managing Service Quality, Vol. 18, No. 3, pp. 289-304.
48. Tumwesigye, G. (2010), "The relationship between perceived organizational support and turnover intentions in a developing country: the mediating role of organizational commitment" in Journal of African Business Management, Vol. 4, No. 6, pp. 942-52.
49. Wright, T.A. and Staw, B.M. (1999), "Affect and favorable work outcomes: two longitudinal tests of the happy-productive worker thesis" in Journal of Organizational Behavior, Vol. 20, No. 1, pp. 1-23.
50. Yavas, U., Karatepe, O.M. and Babakus, E. (2010), "Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: a study of frontline employees in Turkey" in Tourism Review, Vol. 65, No. 3, pp. 70-83.
51. Yoon, M.H., Seo, J.H. and Yoon, T.S. (2004), "Effects of contact employee supports on critical employee responses and customer service evaluation" in Journal of Services Marketing, Vol. 18, No. 5, pp. 395-412.