Job Resourcefulness, Customer Orientation and Employees Outcomes: A Study of Hotel Employees in Pakistan
Keywords:
Job resourcefulness, Customer orientation, Employee outcomes, Job engagement, Career satisfaction, Hospitality industry, Pakistan
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.
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References
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Licata, J. W., J. C. Mowen, et al. (2003). On the trait antecedents and outcomes of service worker job resourcefulness: A hierarchical model approach. Journal of the Academy of Marketing science, 31(3): 256-271. Liden, R. C., S. J. Wayne, et al. (2000). An examination of the mediating role of psychological empowerment on the relations between the job, interpersonal relationships, and work outcomes. Journal of applied psychology, 85(3): 407. Locke, E. A. (1969). What is job satisfaction? Organizational behavior and human performance 4(4): 309-336. Lounsbury, J. W., J. M. Loveland, et al. (2003). An investigation of personality traits in relation to career satisfaction. Journal of Career Assessment, 11(3): 287-307. Macintosh, G. (2007). Customer orientation, relationship quality, and relational benefits to the firm. Journal of Services Marketing, 21(3): 150-159. Nunnally, J. (1978). Psychometric methods, New York: McGraw-Hill. Organ, D. W. and J. P. Near (1985). Cognition vs affect in measures of job satisfaction. International Journal of Psychology, 20(2): 241-253. Pettijohn, C. E., L. S. Pettijohn, et al. (2002). The influence of salesperson skill, motivation, and training on the practice of customerâ€oriented selling. Psychology & Marketing, 19(9): 743-757. Porter, L. W. (1963). Job attitudes in management: IV. Perceived deficiencies in need fulfillment as a function of size of company. Journal of applied Psychology, 47(6): 386. Preacher, K. J. and A. F. Hayes (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior research methods, 36(4): 717-731. Reichheld, F. F., T. Teal, et al. (1996). The loyalty effect, Harvard business school press Boston, MA. Rich, B. L., J. A. Lepine, et al. (2010). Job engagement: Antecedents and effects on job performance. Academy of management journal, 53(3): 617-635. Salanova, M., S. Agut, et al. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. Journal of applied Psychology, 90(6): 1217. Saxe, R. and B. A. Weitz (1982). The SOCO scale: A measure of the customer orientation of salespeople. Journal of marketing research, 343-351. Schaufeli, W. B. and A. B. Bakker (2004). Job demands, job resources, and their relationship with burnout and engagement: A multiâ€sample study. Journal of organizational Behavior, 25(3): 293-315. Schaufeli, W. B., A. B. Bakker, et al. (2006). The measurement of work engagement with a short questionnaire: A cross-national study. Educational and psychological measurement, 66(4): 701-716. Schaufeli, W. B., M. Salanova, et al. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytic approach. Journal of Happiness studies, 3(1): 71-92. Schaufeli, W. B., T. W. Taris, et al. (2008). Workaholism, burnout, and work engagement: three of a kind or three different kinds of employee wellâ€being? Applied Psychology, 57(2): 173-203. Schneider, B. and D. E. Bowen (1993). The service organization: Human resources management is crucial. Organizational Dynamics, 21(4): 39-52. Sergeant, A. and S. Frenkel (2000). When do customer contact employees satisfy customers? Journal of Service Research, 3(1): 18-34. Stock, R. M. and W. D. Hoyer (2002). Leadership style as driver of salespeoples' customer orientation. Journal of market-focused management, 5(4): 355-376. Van den Broeck, A., M. Vansteenkiste, et al. (2008). Explaining the relationships between job characteristics, burnout, and engagement: The role of basic psychological need satisfaction. Work & Stress, 22(3): 277-294. Weiss, H. M. (2002). Deconstructing job satisfaction: Separating evaluations, beliefs and affective experiences. Human resource management review, 12(2): 173-194. Yavas, U., O. M. Karatepe, et al. (2011). Do customer orientation and job resourcefulness moderate the impact of interrole conflicts on frontline employees’ performance? Tourism and Hospitality Research, 11(2): 148-159. Zablah, A. R., G. R. Franke, et al. (2012). How and when does customer orientation influence frontline employee job outcomes? A meta-analytic evaluation. Journal of marketing, 76(3): 21-40. Zhu, Z., C. Nakata, et al. (2007). Self-service technology effectiveness: the role of design features and individual traits. Journal of the Academy of Marketing Science, 35(4): 492-506.
Published
2018-02-09
How to Cite
Fatima, A., Uddin, S. S., Mehmood, S., & Bibi, A. (2018). Job Resourcefulness, Customer Orientation and Employees Outcomes: A Study of Hotel Employees in Pakistan. Information Management and Business Review, 9(6), 6-17. https://doi.org/10.22610/imbr.v9i6.2037
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Copyright (c) 2018 Afsheen Fatima, Sarah Salah Uddin, Saba Mehmood, Ashfeen Bibi
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