Antecedents and Consequences of Work Engagement in Hospitality Industry in Russia

The current study aimed to develop and test a research model that examines the effects of personal and job resources, namely proactive personality and idiosyncratic deals, on work engagement, creative performance, and proactive customer service performance. Specifically, work engagement plays a mediating role of the impact of proactive personality and idiosyncratic deals on creative performance and proactive customer service performance. The conceptual model and the investigated relationships were assessed based on the data obtained from frontline employees in the four- and five-star hotels in Saint Petersburg in Russia. The findings of this research confirm the positive effect of proactive personality and idiosyncratic deals on employees’ work engagement. Employees’ proactive personality is positively related to their job performance, whereas idiosyncratic deals are not. Work engagement also improves employees’ job performance (e.g., creative performance and proactive customer service performance). Moreover, work engagement plays as a partial mediator in the relationship between proactive personality and creative performance. Nevertheless, the effect of idiosyncratic deals on job performance and the mediating role of work engagement on this relationship are not empirically supported. In addition, based on the study’s results, theoretical and managerial implications are suggested. This thesis provides the limitations of this study. The directions for future researches are also presented.