The purpose of this study is to develop and test a research model that examines job embeddedness as a moderator of the effects of coworker and perceived organizational support on turnover intentions and service recovery performance. The model also tests the impacts of coworker and perceived organizational support on the aforementioned job outcomes. Data were gathered from a sample of full-time frontline hotel employees with a 1-month time lag and their immediate supervisors in Cameroon. The results of hierarchical multiple regression analysis reveal that job embeddedness moderates the relationship between coworker support and turnover intentions. The results also show that job embeddedness acts as a moderator of the effects of perceived organizational support on turnover intentions and service recovery performance. Consistent with the study predictions, coworker support alleviates turnover intentions, whereas perceived organizational support increases service recovery performance. Implications of the empirical findings are discussed and future research directions are offered.
AllenD. G.ShoreL. M.GriffethR. W. (2003). The role of perceived organizational support and supportive human resource practices in the turnover process. Journal of Management, 29, 99-118.
2.
AmarnehB. H.Al-RubR. F. A.Al-RubN. F. A. (2010). Coworkers’ support and job performance among nurses in Jordanian hospitals. Journal of Research in Nursing, 15, 391-401.
3.
AndersonJ. C.GerbingD. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103, 411-423.
4.
AshillN. J.RodM.CarruthersJ. (2008). The effect of management commitment to service quality on frontline employees’ job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of Strategic Marketing, 16, 437-462.
5.
BabakusE.YavasU.KaratepeO. M.AvciT. (2003). The effect of management commitment to service quality on employees’ affective and performance outcomes. Journal of the Academy of Marketing Science, 31, 272-286.
6.
BaronR. M.KennyD. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, 1173-1182.
7.
BoshoffC.AllenJ. (2000). The influence of selected antecedents on frontline staff’s perceptions of service recovery performance. International Journal of Service Industry Management, 11(1), 63-90.
8.
BurtonJ. P.HoltomB. C.SablynskiC. J.MitchellT. R.LeeT. W. (2010). The buffering effects of job embeddedness on negative shocks. Journal of Vocational Behavior, 76(1), 42-51.
9.
CarlsonD. S.PerrewéP. L. (1999). The role of social support in the stressor-strain relationship: An examination of work-family conflict. Journal of Management, 25, 513-540.
10.
ChiangC.-F.JangS. (S). (2008). The antecedents and consequences of psychological empowerment: The case of Taiwan’s hotel companies. Journal of Hospitality & Tourism Research, 32, 40-61.
11.
ChoS.JohansonM. M. (2008). Organizational citizenship behavior and employee performance: A moderating effect of work status in restaurant employees. Journal of Hospitality & Tourism Research, 32, 307-326.
12.
CrossleyC. D.BennettR. J.JexS. M.BurnfieldJ. L. (2007). Development of a global measure of job embeddedness and integration into a traditional model of voluntary turnover. Journal of Applied Psychology, 92, 1031-1042.
13.
De JongA.De RuyterK. (2004). Adaptive versus proactive behavior in service recovery: The role of self-managing teams. Decision Sciences, 35, 457-491.
14.
DiPietroR. B.PizamA. (2008). Employee alienation in the quick service restaurant industry. Journal of Hospitality & Tourism Research, 32, 22-39.
15.
DucharmeL. J.KnudsenH. K.RomanP. M. (2008). Emotional exhaustion and turnover intention in human service occupations: The protective role of coworker support. Sociological Spectrum, 28(1), 81-104.
16.
EisenbergerR.ArmeliS.RexwinkelB.LynchP. D.RhoadesL. (2001). Reciprocation of perceived organizational support. Journal of Applied Psychology, 86, 42-51.
FelpsW.MitchellT. R.HekmanD. R.LeeT. W.HoltomB. C.HarmanW. S. (2009). Turnover contagion: How coworkers’ job embeddedness and job search behaviors influence quitting. Academy of Management Journal, 52, 545-561.
19.
GrandeyA. A.CropanzanoR. (1999). The conservation of resources model applied to work-family conflict and strain. Journal of Vocational Behavior, 54, 350-370.
20.
HalbeslebenJ. R. B.WheelerA. R. (2008). The relative roles of engagement and embeddedness in predicting job performance and intention to leave. Work & Stress, 22, 242-256.
21.
HammerT. H.SaksvikP. Ø.NytrøK.TorvatnH.BayazitM. (2004). Expanding the psychosocial work environment: Workplace norms and work-family conflict as correlates of stress and health. Journal of Occupational Health Psychology, 9(1), 83-97.
22.
HarringtonR. J.KendallK. W. (2006). Strategy implementation success: The moderating effects of size and environmental complexity and the mediating effects of involvement. Journal of Hospitality & Tourism Research, 30, 207-230.
23.
HoltomB. C.MitchellT. R.LeeT. W. (2006). Increasing human and social capital by applying job embeddedness theory. Organizational Dynamics, 35, 316-331.
24.
HoltomB. C.O’NeillB. (2004). Job embeddedness: A theoretical foundation for developing a comprehensive plan for retaining health care employees. Journal of Nursing Administration, 34, 216-227.
KaratepeO. M.YorganciI.HaktanirM. (2010). An investigation of the role of job resources in mitigating customer-related social stressors and emotional exhaustion. Services Marketing Quarterly, 31(1), 72-88.
27.
KaratepeO. M.UludagO. (2008). Affectivity, conflicts in the work-family interface, and hotel employee outcomes. International Journal of Hospitality Management, 27(1), 30-41.
28.
KimB. (P).GeorgeR. T. (2005). The relationship between leader-member exchange (LMX)and psychological empowerment: A quick casual restaurant employee correlation study. Journal of Hospitality & Tourism Research, 29, 468-483.
29.
KimH. J.TavitiyamanP.KimW. G. (2009). The effect of management commitment to service on employee service behaviors: The mediating role of job satisfaction. Journal of Hospitality & Tourism Research, 33, 369-390.
30.
KimW. G.LeeY.-K.YooY.-J. (2006). Predictors of relationship quality and relationship outcomes in luxury restaurants. Journal of Hospitality & Tourism Research, 30, 143-169.
31.
KohH. C.BooE. H. Y. (2004). Organizational ethics and employee satisfaction and commitment. Management Decision, 42, 677-693.
32.
KusluvanS.KusluvanZ.IlhanZ.BuyrukL. (2010). The human dimension: A review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51, 171-214.
33.
LamT.LoA.ChanJ. (2002). New employees’ turnover intentions and organizational commitment in the Hong Kong hotel industry. Journal of Hospitality & Tourism Research, 26, 217-234.
34.
LeeT. W.MitchellT. R. (1994). An alternative approach: The unfolding model of voluntary employee turnover. Academy of Management Review, 19(1), 51-89.
35.
LeeT. W.MitchellT. R.SablynskiC. J.BurtonJ. P.HoltomB. C. (2004). The effects of job embeddedness on organizational citizenship, job performance, volitional absences, and voluntary turnover. Academy of Management Journal, 47, 711-722.
36.
MarchanteA.OrtegaB.PagánR. (2007). An analysis of educational mismatch and labor mobility in the hospitality industry. Journal of Hospitality & Tourism Research, 31, 299-320.
37.
MitchellT. R.HoltomB. C.LeeT. W.SablynskiC. J.ErezM. (2001). Why people stay: Using job embeddedness to predict voluntary turnover. Academy of Management Journal, 44, 1102-1121.
38.
MobleyW. H.GriffethR. W.HandH. H.MeglinoB. M. (1979). Review and conceptual analysis of the employee turnover process. Psychological Bulletin, 86, 493-522.
39.
Moreno-JiménezB.Rodríguez-MuňozA.PastorJ. C.Sanz-VergelA. I.GarrosaE. (2009). The moderating effects of psychological detachment and thoughts of revenge in workplace bullying. Personality and Individual Differences, 46, 359-364.
40.
MuseL. A.StamperC. L. (2007). Perceived organizational support: Evidence for a mediated association with work performance. Journal of Managerial Issues, 19, 517-535.
41.
NgT. W. H.SorensenK. L. (2008). Toward a further understanding of the relationships between perceptions of support and work attitudes. Group & Organization Management, 33, 243-268.
42.
O’DriscollM. P.PoelmansS.SpectorP. E.KalliathT.AllenT. D.CooperC. L.SanchezJ. I. (2003). Family-responsive interventions, perceived organizational and supervisor support, work-family conflict, and psychological strain. International Journal of Stress Management, 10, 326-344.
43.
ParameswaranR.YaprakA. (1987). A cross-national comparison of consumer research measures. Journal of International Business Studies, 18(1), 35-49.
44.
PodsakoffP. M.MacKenzieS. B.LeeJ.-Y.PodsakoffN. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879-903.
45.
RameshA.GelfandM. J. (2010). Will they stay or will they go? The role of job embeddedness in predicting turnover in individualistic and collectivistic cultures. Journal of Applied Psychology, 95, 807-823.
46.
RhoadesL.EisenbergerR. (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology, 87, 698-714.
47.
SchaufeliW. B.BakkerA. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25, 293-315.
48.
SekiguchiT.BurtonJ. P.SablynskiC. J. (2008). The role of job embeddedness on employee performance: The interactive effects with leader-member exchange and organization-based self-esteem. Personnel Psychology, 61, 761-792.
49.
ShaneS.VenkataramanS.MacMillanI. (1995). Cultural differences in innovation championing strategies. Journal of Management, 21, 931-952.
50.
SinghJ.VerbekeW.RhoadsG. K. (1996). Do organizational practices matter in role stress processes? A study of direct and moderating effects for marketing-oriented boundary spanners. Journal of Marketing, 60, 69-86.
51.
StamperC. L.JohlkeM. C. (2003). The impact of perceived organizational support on the relationship between boundary spanner role stress and work outcomes. Journal of Management, 29, 569-588.
52.
SusskindA. M.BorchgrevinkC. P.KacmarK. M.BrymerR. A. (2000). Customer service employees’ behavioral intentions and attitudes: An examination of construct validity and a path model. International Journal of Hospitality Management, 19(1), 53-77.
53.
SvenssonG.TronvollB.SlåttenT. (2008). An assessment of the empirical characteristics of top journals in services marketing. Managing Service Quality, 18, 289-304.
54.
TanovaC.HoltomB. C. (2008). Using job embeddedness factors to explain voluntary turnover in four European countries. International Journal of Human Resource Management, 19, 1553-1568.
55.
ThoresenC. J.KaplanS. A.BarskyA. P.WarrenC. R.De ChermontK. (2003). The affective underpinnings of job perceptions and attitudes: A meta-analytic review and integration. Psychological Bulletin, 129, 914-945.
56.
TraceyJ. B.HinkinT. R. (2008). Contextual factors and cost profiles associated with employee turnover. Cornell Hospitality Quarterly, 49, 12-27.
57.
TraceyJ. B.TewsM. J. (2004). An empirical investigation of the relationships among climate, capabilities, and unit performance. Journal of Hospitality & Tourism Research, 28, 298-312.
58.
VidalM. E. S.ValleR. S.AragónM. I. B. (2007). Antecedents of repatriates’ job satisfaction and its influence on turnover intentions: Evidence from Spanish repatriated managers. Journal of Business Research, 60, 1272-1281.
59.
WayS. A.SturmanM. C.RaabC. (2010). What matters more? Contrasting the effects of job satisfaction and service climate on hotel food and beverage managers’ job performance. Cornell Hospitality Quarterly, 51, 379-397.
60.
YangZ.PetersonR. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21, 799-822.
61.
YaoX.LeeT. W.MitchellT. R.BurtonJ. P.SablynskiC. S. (2004). Job embeddedness: Current research and future directions. In GriffethR.HomP. (Eds.), Understanding employee retention and turnover (pp. 153-187). Greenwich, CT: Information Age.
62.
YavasU.BabakusE.KaratepeO. M. (2008). Attitudinal and behavioral consequences of work-family conflict and family-work conflict: Does gender matter?International Journal of Service Industry Management, 19(1), 7-31.
63.
YoonM. H.SeoJ. H.YoonT. S. (2004). Effects of contact employee supports on critical employee responses and customer service evaluation. Journal of Services Marketing, 18, 395-412.
