IDEAS home Printed from https://ideas.repec.org/a/ris/jspord/1048.html
   My bibliography  Save this article

The Determinants of Constructive Deviant Behaviour of Frontline Tourism Employees: An Exploration with Perceived Supervisory Support and Intrinsic Motivation

Author

Listed:

Abstract

This study examined whether the employees’ internal motivation mediated the relationship between perceived supervisory support and constructive deviance. The population of this study consisted of front-line employees who work at four and five-star hotels in Bolu, Turkey. The study employed simple random sampling, one of the probability sampling methods, and data were collected by survey method. 170 questionnaires were distributed, and the number of valid questionnaires was 154. The analysis of surveys revealed that intrinsic motivation plays a partial mediating role in the relationship between perceived supervisory support and constructive deviance and has a positive significant effect on innovative constructive deviant behaviors. In addition, it was found that positive relationship between supervisory support and challenging constructive deviant behaviours and negative relationship between supervisory support and innovative constructive deviant behaviours. No relationship has been found between supervisory support and interpersonal constructive deviant behaviour. In this context, it should be taken into account that employees should feel the support of managers in order to be more flexible and willing to deal with various situations. The study makes a theoretical contribution to the literature by presenting findings about the antecedents of the tendency of front-line workers in the hospitality industry to exhibit constructive deviant behaviors.

Suggested Citation

  • Tekmen, Esra Erenler & Kaptangil, Kerem, 2022. "The Determinants of Constructive Deviant Behaviour of Frontline Tourism Employees: An Exploration with Perceived Supervisory Support and Intrinsic Motivation," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 10(1), pages 58-74.
    • Handle: RePEc:ris:jspord:1048
    as

    Download full text from publisher

    File URL: http://www.cieo.pt/journal/J_1_2022/article4.pdf
    File Function: Full text
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Moran Bodankin & Aharon Tziner, 2009. "Constructive Deviance, Destructive Deviance and Personality: How do they interrelate?," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 11(26), pages 549-564, June.
    2. Zhang, Honglei & Yang, Yang & Zheng, Chunhui & Zhang, Jie, 2016. "Too dark to revisit? The role of past experiences and intrapersonal constraints," Tourism Management, Elsevier, vol. 54(C), pages 452-464.
    3. Gong, Taeshik & Wang, Chen-Ya & Lee, Kangcheol, 2020. "The consequences of customer-oriented constructive deviance in luxury-hotel restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    4. Zapata-Phelan, Cindy P. & Colquitt, Jason A. & Scott, Brent A. & Livingston, Beth, 2009. "Procedural justice, interactional justice, and task performance: The mediating role of intrinsic motivation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 108(1), pages 93-105, January.
    5. Mertens, Willem & Recker, Jan & Kummer, Tyge-F. & Kohlborn, Thomas & Viaene, Stijn, 2016. "Constructive deviance as a driver for performance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 193-203.
    6. Edmondson, Diane R. & Boyer, Stefanie L., 2013. "The Moderating Effect of the Boundary Spanning Role on Perceived Supervisory Support: A Meta-Analytic Review," Journal of Business Research, Elsevier, vol. 66(11), pages 2186-2192.
    7. Aaron Cohen & Sari Ehrlich, 2019. "Exchange variables, organizational culture and their relationship with constructive deviance," Management Research Review, Emerald Group Publishing Limited, vol. 42(12), pages 1423-1446, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Rajesh Srivastava & Thomas Tang, 2015. "Coping Intelligence: Coping Strategies and Organizational Commitment Among Boundary Spanning Employees," Journal of Business Ethics, Springer, vol. 130(3), pages 525-542, September.
    2. Xi Chen & Shaofen Fang & Yujie Li & Haibin Wang, 2019. "Does Identification Influence Continuous E-Commerce Consumption? The Mediating Role of Intrinsic Motivations," Sustainability, MDPI, vol. 11(7), pages 1-20, April.
    3. Jihye Min & Birendra KC & Seungman Kim & Jaehoon Lee, 2020. "The Impact of Disasters on a Heritage Tourist Destination: A Case Study of Nepal Earthquakes," Sustainability, MDPI, vol. 12(15), pages 1-12, July.
    4. Luisa Fernanda Tribiño & Leonardo Garavito, 2018. "Debates contemporáneos sobre turismo, tomo IV. Ética y buen vivir. Rflexiones actuales para la planificación y gestión del turismo," Books, Universidad Externado de Colombia, Facultad de Administración de Empresas Turísticas y Hoteleras, number 29.
    5. Filiz Tabak & Aharon Tziner & Or Shkoler & Edna Rabenu, 2021. "The Complexity of Heavy Work Investment (HWI): A Conceptual Integration and Review of Antecedents, Dimensions, and Outcomes," Sustainability, MDPI, vol. 13(14), pages 1-16, July.
    6. Chan, Sow Hup Joanne & Lai, Ho Yan Isabella, 2017. "Understanding the link between communication satisfaction, perceived justice and organizational citizenship behavior," Journal of Business Research, Elsevier, vol. 70(C), pages 214-223.
    7. Hugo Palácios & Helena de Almeida & Maria José Sousa, 2021. "A Bibliometric Analysis of Service Climate as a Sustainable Competitive Advantage in Hospitality," Sustainability, MDPI, vol. 13(21), pages 1-27, November.
    8. Chen, Xiaogang & Ma, Jing & Jin, Jiafei & Fosh, Patricia, 2013. "Information privacy, gender differences, and intrinsic motivation in the workplace," International Journal of Information Management, Elsevier, vol. 33(6), pages 917-926.
    9. Thomas Grisold & Christian Janiesch & Maximilian Röglinger & Moe Thandar Wynn, 2024. "Managing Dynamics in and Around Business Processes," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 66(5), pages 533-540, October.
    10. Tierney, Kieran D. & Oswald Karpen, Ingo & Westberg, Kate, 2022. "Brand meaning and institutional work: The light and dark sides of service employee practices," Journal of Business Research, Elsevier, vol. 151(C), pages 244-256.
    11. Lee, Randy & Mai, Ke Michael & Qiu, Feng & Ilies, Remus & Tang, Pok Man, 2022. "Are you too happy to serve others? When and why positive affect makes customer mistreatment experience feel worse," Organizational Behavior and Human Decision Processes, Elsevier, vol. 172(C).
    12. Brice Corgnet & Roberto Hernán-González & Eric Schniter, 2015. "Why real leisure really matters: incentive effects on real effort in the laboratory," Experimental Economics, Springer;Economic Science Association, vol. 18(2), pages 284-301, June.
    13. David C. Thomas & Elizabeth C. Ravlin & Yuan Liao & Daniel L. Morrell & Kevin Au, 2016. "Collectivist Values, Exchange Ideology and Psychological Contract Preference," Management International Review, Springer, vol. 56(2), pages 255-281, April.
    14. R. Krishankumar & K. S. Ravichandran, 2018. "Realizing the effects of trust and personality in cross functional teams using ANFIS classification framework," Computational and Mathematical Organization Theory, Springer, vol. 24(2), pages 243-276, June.
    15. Lantao Zhu & Xi Li & YingChuan Wang, 2021. "The Impact of Social Capital on Residents’ Supportive Attitude to Tourism Development: The Mediation Role of Perception of Justice," SAGE Open, , vol. 11(3), pages 21582440211, September.
    16. Sapna Taneja & Ravikesh Srivastava & N. Ravichandran, 2024. "Employees’ fairness perception towards performance appraisal system: antecedents and consequences," Review of Managerial Science, Springer, vol. 18(8), pages 2163-2196, August.
    17. Sahadev, Sunil & Wood, Geoffrey & Arshad Khan, Muhammad & Malhotra, Neeru & Demirbag, Mehmet, 2024. "Justice, jealousy and performance: Evidence from neo-feudal Pakistan," Journal of Business Research, Elsevier, vol. 183(C).
    18. Hyung-Woo Lee & Dong-Young Rhee, 2023. "Effects of Organizational Justice on Employee Satisfaction: Integrating the Exchange and the Value-Based Perspectives," Sustainability, MDPI, vol. 15(7), pages 1-15, March.
    19. Aharon Tziner & Erich C. Fein, 2012. "Modeling employees' deviant behavior and employers' reactions: an interdisciplinary approach using principal-agent and prospect theories," Economics and Business Letters, Oviedo University Press, vol. 1(4), pages 10-20.
    20. Jauhari, Hemang & Kumar, Manish & Pandey, Jayesh, 2024. "Impact of transformational leadership on service delivery behaviours of frontline service employees," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).

    More about this item

    Keywords

    Perceived Supervisory Support; Constructive Deviant Workplace Behaviours; Intrinsic Motivation; Front-line Tourism Employees;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M54 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Personnel Economics - - - Labor Management

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ris:jspord:1048. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Silvia Fernandes (email available below). General contact details of provider: https://edirc.repec.org/data/ctalgpt.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.