The Effects of Organizational Career Management and High-Performance Work Practices on Frontline Employees Performance Outcomes. The Mediating Role of Work Engagement

The aim of this research study is to investigate different motivational factors that can influence the frontline employees’ Work Engagement. Besides, the outcomes of Work Engagement will be investigated in a current study. The selected motivational factors that can influence the hotel frontline employees’ Work engagement in this study are Organizational Career Management and High-Performance Work Practices. The selected job outcome of Work Engagement is employees’ Extra Role Customer Service. The study also concentrates the Work Engagement of frontline employees as a mediator of Organizational Career Management and High-Performance Work Practices on their Extra-Role Customer Service. Quantitative approach was used in this study in order to examine the hypothesized model. The questionnaires were developed and distributed to the frontline employees in 4 and 5 star hotels in Baku, Azerbaijan. The data has been analyzed with SPSS 18. The results showed that there is a positive relationship between the motivational factors and Work Engagement. Besides, Work Engagement plays a mediating role of the effects of Organizational Career Management and High-Performance Work Practices on Extra-role Customer Service. Keywords: Organizational Career Management, High-Performance Work Practices, Work Engagement, Extra-Role Customers Service, Frontline Employees, Azerbaijan, Baku.