The effects of stress and managers' behaviour on the job satisfaction and organisational citizenship behaviour of hotel employees

AKGÜNDÜZ Y., Dalgic A., KALE A.

TOURISM, cilt.64, sa.1, ss.41-62, 2016 (ESCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 64 Sayı: 1
  • Basım Tarihi: 2016
  • Dergi Adı: TOURISM
  • Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), Scopus
  • Sayfa Sayıları: ss.41-62
  • Anahtar Kelimeler: hindrance stres, challenge stress, self-serving leadership, organisational citizenship behaviour, job satisfaction, Turkey, WORK ENGAGEMENT, TRANSFORMATIONAL LEADERSHIP, CHARISMATIC LEADERSHIP, SUPERVISORY FEEDBACK, AFFECTIVE COMMITMENT, PROCEDURAL JUSTICE, SERVICE QUALITY, MODERATING ROLE, MEDIATING ROLE, MOTIVATION
  • Dokuz Eylül Üniversitesi Adresli: Hayır

Özet

Hotel business' organizational success depends heavily on the employees' performance because of its labor-intensive structure. In the industry, levels of employees stress and manager behaviors directly affect the employees' behaviors. These effects could be either negative (turnover intentions, absenteeism, deteriorated performance etc.) or positive (job satisfaction, organizational commitment and organizational citizenship behavior etc.). This study, performed in hotel businesses, delved into investigation of managers' support and feedback behaviors to employees; perceptions of hindrance and challenge stress; job satisfaction and organizational citizenship behavior of the employees. The purpose of this study was to determine the impacts of hindrance and challenge stress and managers' support of employees, feedback and self-serving leadership behaviour on employees' job satisfaction and organisational citizenship behaviour. The study collected data on a sample of 410 employees in a five-star hotels in Turkey. By using structural equation modelling to test the hypotheses, the results revealed that employees' job satisfaction is negatively affected by managers' support and self-serving leadership behaviour. However, employees' job satisfaction is positively affected by managers' feedback. It was also determined that, although organisational citizenship behaviour is positively affected by managers' support, this behaviour is negatively affected by managers' self-serving leadership behaviour.