The Effect of Organization Mission Fulfillment on Emotional Exhaustion and Job Outcomes

The purpose of this thesis is to develop and test a conceptual model that examines the effect of organization mission fulfillment on emotional exhaustion, turnover intentions, lateness attitude, job performance, and extra-role customer service. Data collected from employees in the international five-star chain hotels in Dubai, the tourism center in the United Arab Emirates. These frontline employees had frequent face-to-face or voice-to-voice interactions with customers. This study used a time lag of two weeks. Data relating to performance variables were obtained from the immediate supervisors of these employees. The results revealed that emotional exhaustion mediated the effect of organization mission fulfillment on turnover intentions, lateness attitude, job performance, and extra-role customer service. That is, employees’ perceptins of organization mission fulfillment reduced their emotional exhaustion. In this case, employees displayed lower turnover and lateness intentions, while they had higher performance in the workplace. Based on the aforementioned findings, management implications were given and limitations of the study and future research directions were provided. Keywords: Emotional Exhaustion; Extra-Role Customer Service; Job Performance; Lateness Attitude; Organizational Mission; Turnover Intentions