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Stressors, work engagement and their effects on hotel employee outcomes

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  • Olusegun A. Olugbade
  • Osman M. Karatepe

Abstract

Our study aims to revisit the challenge-hindrance stressor framework among customer-contact employees. Specifically, our study links challenge and hindrance stressors to four critical employee outcomes via work engagement (WE). These outcomes are quitting intentions, service recovery performance, creative performance, and job performance. Data came from hotel employees in customer-contact positions in three waves and their direct supervisors in Nigeria. As hypothesised, WE fosters service recovery, creative, and job performances, while it mitigates quitting intentions. Inconsistent with our predictions, hindrance stressors boost WE and challenge stressors exert detrimental effects on WE. Although WE links challenge and hindrance stressors to the aforementioned outcomes, the signs of the mediating effects are not congruent with what is hypothesised in the study. These unexpected findings agree with Bakker and Sanz-Vergel’s [2013] proposition that categorisation of job demands as challenge or hindrance stressors may not always be straightforward.

Suggested Citation

  • Olusegun A. Olugbade & Osman M. Karatepe, 2019. "Stressors, work engagement and their effects on hotel employee outcomes," The Service Industries Journal, Taylor & Francis Journals, vol. 39(3-4), pages 279-298, March.
    • Handle: RePEc:taf:servic:v:39:y:2019:i:3-4:p:279-298
    DOI: 10.1080/02642069.2018.1520842
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    Cited by:

    1. Boadi, Evans Asante & He, Zheng & Antwi, Collins Opoku & Md Altab, Hossin & Bosompem, Josephine & Hinson, Robert Ebo & Atuobuah Boadi, Victoria, 2022. "Value co-creation and employee service behaviours: The moderating role of trust in employee - hotel relationship," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    2. Zohra Saleem & Zhou Shenbei & Ayaz Muhammad Hanif, 2020. "Workplace Violence and Employee Engagement: The Mediating Role of Work Environment and Organizational Culture," SAGE Open, , vol. 10(2), pages 21582440209, June.
    3. Karatepe, Osman M. & Kim, Taegoo Terry, 2020. "Investigating the selected consequences of boreout among cabin crew," Journal of Air Transport Management, Elsevier, vol. 82(C).
    4. Altinay, Levent & Kinali Madanoglu, Gulsevim & Kromidha, Endrit & Nurmagambetova, Armiyash & Madanoglu, Melih, 2021. "Mental aspects of cultural intelligence and self-creativity of nascent entrepreneurs: The mediating role of emotionality," Journal of Business Research, Elsevier, vol. 131(C), pages 793-802.
    5. Sobia Nasir & Muhammad Azam Roomi & Nadia Nasir & Waqas Khan & Muhammad Rashid, 2023. "Confrontation and Avoidance of Uncivil Behaviors in the Workplace: Empirical Evidence From the Tourism Industry," SAGE Open, , vol. 13(4), pages 21582440231, December.
    6. Muhammad Arshad & Ghulam Abid & Jamil Ahmad & Leena Anum & Mumtaz Muhammad Khan, 2021. "Impact of Employee Job Attitudes on Ecological Green Behavior in Hospitality Sector," JOItmC, MDPI, vol. 7(1), pages 1-14, January.
    7. Jiahui Xu & Chaohui Wang & Tingting (Christina) Zhang & Lei Zhu, 2023. "How Job Crafting Affects Hotel Employees’ Turnover Intention during COVID-19: An Empirical Study from China," Sustainability, MDPI, vol. 15(12), pages 1-17, June.

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