The Effects of Job Resourcefulness and Customer Orientation on Hotel Employee Outcomes: An Empirical Study in Iran

ABSTRACT: The purpose of this study is to develop and test a conceptual model that investigates the effects of job resourcefulness and customer orientation on job satisfaction, role-prescribed customer service, and turnover intentions. Specifically, in the conceptual model customer orientation as a mediator of the impact of job resourcefulness on job satisfaction, role-prescribed customer service, and turnover intentions is tested. These relationships were assessed based on data obtained from frontline employees (the ones who have intense interactions with guests) in the four- and five-star hotels in Tabriz, Tehran, and Kish Island in Iran. These relationships were tested using LISREL 8.30 through structural equation modeling. The results suggest that job resourcefulness increases customer orientation. Customer orientation in turn enhances role-prescribed customer service. However, there is no empirical support for the significant effect of customer orientation on job satisfaction and turnover intentions. Additionally, implications for managers are given in light of the results of the study, and information regarding the limitations of the study as well as avenues for future research is presented in the thesis. Keywords: Customer Orientation; Hotel Employees; Iran; Job Resourcefulness; Job Satisfaction; Role-Prescribed Customer Service; Turnover Intentions. ……………………………………………………………………………………………………………………………………………………………………………………………………………………