The impact of job insecurity on critical hotel employee outcomes: The mediating role of self-efficacy

ABSTRACT

Drawing on social cognitive theory and threat-rigidity thesis, our study proposed a research model in which self-efficacy mediated the impact of job insecurity on absenteeism, service recovery performance (SRP), and service innovation behavior. Data were gathered from a time-lagged sample of hotel customer-contact employees (CCEs) and their direct supervisors in Turkey. The relationships mentioned above were assessed using structural equation modeling. As expected, self-efficacy, absenteeism, SRP, and service innovation behavior were the outcomes of job insecurity among CCEs. Consistent with our predictions, self-efficacy partly mediated the relationship between job insecurity and the abovementioned outcomes. Our study sheds new light on the underlying mechanism linking job insecurity to organizationally valued behavioral consequences.

摘要

本研究以社会认知理论和威胁刚性理论为基础，提出自我效能感介导工作不安全感对缺勤、服务补救绩效（SRP）和服务创新行为的影响的研究模型. 数据是从土耳其的酒店客户联系员工(CCEs)及其直接主管的滞后样本中收集的. 利用结构方程模型评估上述关系. 自我效能、旷工、服务补救绩效、服务创新行为是顾客接触员工工作不安全感的产物. 与我们的预测一致，自我效能感部分介导了工作不安全感与上述结果之间的关系. 我们的研究为将工作不安全感与组织重视的行为后果联系起来的潜在机制提供了新的视角.

KEYWORDS:

• Absenteeism
• hotel employees
• job insecurity
• self-efficacy
• service innovation behavior
• service recovery performance

Acknowledgments

This work was from the first author’s doctoral dissertation and its data came from part of a larger project.