Antecedents and outcome of job embeddedness: evidence from four and five-star hotels
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 empl...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2019
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| Online Access: | http://psasir.upm.edu.my/id/eprint/80654/1/JOB.pdf |
| _version_ | 1796980796746104832 |
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| author | Chan, Wei Leong Jo, Ann Ho Sambasivan, Murali Siew, Imm Ng |
| author_facet | Chan, Wei Leong Jo, Ann Ho Sambasivan, Murali Siew, Imm Ng |
| author_sort | Chan, Wei Leong |
| collection | UPM |
| description | 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. |
| first_indexed | 2024-03-06T10:28:20Z |
| format | Article |
| id | upm.eprints-80654 |
| institution | Universiti Putra Malaysia |
| language | English |
| last_indexed | 2024-03-06T10:28:20Z |
| publishDate | 2019 |
| publisher | Elsevier |
| record_format | dspace |
| spelling | upm.eprints-806542020-11-04T20:19:06Z http://psasir.upm.edu.my/id/eprint/80654/ Antecedents and outcome of job embeddedness: evidence from four and five-star hotels Chan, Wei Leong Jo, Ann Ho Sambasivan, Murali Siew, Imm Ng 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. Elsevier 2019 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/80654/1/JOB.pdf 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 https://www.sciencedirect.com/science/article/pii/S027843191830450X 10.1016/j.ijhm.2019.04.011 |
| spellingShingle | Chan, Wei Leong Jo, Ann Ho Sambasivan, Murali Siew, Imm Ng Antecedents and outcome of job embeddedness: evidence from four and five-star hotels |
| title | Antecedents and outcome of job embeddedness: evidence from four and five-star hotels |
| title_full | Antecedents and outcome of job embeddedness: evidence from four and five-star hotels |
| title_fullStr | Antecedents and outcome of job embeddedness: evidence from four and five-star hotels |
| title_full_unstemmed | Antecedents and outcome of job embeddedness: evidence from four and five-star hotels |
| title_short | Antecedents and outcome of job embeddedness: evidence from four and five-star hotels |
| title_sort | antecedents and outcome of job embeddedness evidence from four and five star hotels |
| url | http://psasir.upm.edu.my/id/eprint/80654/1/JOB.pdf |
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