Hope, Work Engagement, and Organizationally Valued Performance Outcomes: An Empirical Study in the Hotel Industry

Osman M. Karatepe

82 citations0/0 files storedJournal of Hospitality Marketing & Management

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Job Satisfaction and Organizational Behavior Employee Performance and Management Optimism, Hope, and Well-being

Abstract

This article proposes and tests a research model that investigates whether work engagement mediates the effect of hope on job performance, service recovery performance, and extra-role customer service. These relationships were tested using data gathered from full-time frontline hotel employees and their managers in Romania. The results from structural equation modeling suggest that the impact of hope on job performance, service recovery performance, and extra-role customer service is fully mediated by work engagement. Based on the results reported in this study, several useful implications concerning acquisition and retention of frontline employees who can display quality performance in the workplace are provided.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1988Structural equation modeling in practice: A review and recommended two-step approach.1988On the Evaluation of Structural Equation Models 1990PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK.2002The Measurement of Engagement and Burnout: A Two Sample Confirmatory Factor Analytic Approach 2004Job demands, job resources, and their relationship with burnout and engagement: a multi‐sample study 2006The Measurement of Work Engagement With a Short Questionnaire

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2017Job resourcefulness, work engagement and prosocial service behaviors in the hospitality industry 2017Examining the moderating effects of service climate on psychological capital, work engagement, and service behavior among flight attendants 2019Hope and human capital enhance job engagement to improve workplace outcomes 2019Promoting work engagement in the hotel sector: review and analysis

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