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Job Resourcefulness, Customer Orientation and Employees Outcomes: A Study of Hotel Employees in Pakistan

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  • Afsheen Fatima
  • Sarah Salah Uddin
  • Saba Mehmood
  • Ashfeen Bibi

Abstract

Increased competition and a rapidly changing environment present a huge challenge to organizations in implementing effective human capital and development strategies to boost their efficiency and overall performance. An organization’s human resource is definitively its most significant asset. The provisions of important job resources help workforce perform their job in an efficient way. These resources are very important for employee satisfaction and performance of the organization. This study was carried out to examine the impact of job resourcefulness (JR) on two employee outcomes i.e., job engagement and career satisfaction directly as well as indirectly through customer orientation. A convenient sample of 257 employees was taken from hospitality industry within twin cities of Pakistan (Rawalpindi and Islamabad). Questionnaires were used to collect data using a five-point Likert type scale. Job resourcefulness was operationalized using four items from Harris et al. (2006) whereas customer orientation was measured using four items from Licata et al. (2003). Five items were selected from career satisfaction scale developed by Greenhaus et al. (1990). Finally, nine items scale of job engagement developed by (Schaufeli, Bakker et al. 2006) was also used. The results exhibit that all the variables are positively and significantly related. Moreover, the findings are indicative of customer orientation’s role as a mediator between job resourcefulness and employee outcomes. Recommendations for future research and research implications are also discussed at the end of the paper.

Suggested Citation

  • Afsheen Fatima & Sarah Salah Uddin & Saba Mehmood & Ashfeen Bibi, 2018. "Job Resourcefulness, Customer Orientation and Employees Outcomes: A Study of Hotel Employees in Pakistan," Information Management and Business Review, AMH International, vol. 9(6), pages 6-17.
  • Handle: RePEc:rnd:arimbr:v:9:y:2018:i:6:p:6-17
    DOI: 10.22610/imbr.v9i6.2037
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    References listed on IDEAS

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    1. Wilmar Schaufeli & Marisa Salanova & Vicente González-romá & Arnold Bakker, 2002. "The Measurement of Engagement and Burnout: A Two Sample Confirmatory Factor Analytic Approach," Journal of Happiness Studies, Springer, vol. 3(1), pages 71-92, March.
    2. Stock, Ruth & Hoyer, Wayne, 2002. "Leadership Style as Driver of Salespeople’s Customer Orientation," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 35558, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    3. Stock, Ruth & Hoyer, Wayne, 2002. "Leadership Style as Driver of Salespeople’s Customer Orientation," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 60494, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    4. Harris, Eric G. & Artis, Andrew B. & Walters, Jack H. & Licata, Jane W., 2006. "Role stressors, service worker job resourcefulness, and job outcomes: An empirical analysis," Journal of Business Research, Elsevier, vol. 59(4), pages 407-415, April.
    5. Babakus, Emin & Yavas, Ugur & Ashill, Nicholas J., 2009. "The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective," Journal of Retailing, Elsevier, vol. 85(4), pages 480-492.
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