Linking Challenge and Hindrance Stressors to Employees’ Behavioral and Attitudinal Outcomes through Work Engagement

The purpose of this study is to develop and test a research model that examines the interrelationships of challenge and hindrance stressors, work engagement, quitting intentions, service recovery and job performances as well as creative performance. Broadly speaking, this model aims to test: (1) the effects of challenge and hindrance stressors on work engagement, quitting intentions, service recovery performance, job performance, and creative performance; (2) the impact of work engagement on quitting intentions, service recovery performance, job performance, and creative performance; and (3) the mediating role of work engagement in the aforementioned relationships. Data were collected from customer-contact employees and their immediate supervisors in the international four- and five-star chain hotels in Nigeria. The results demonstrate that both challenge and hindrance stressors trigger quitting intentions. Work engagement alleviates quitting intentions, while it fosters service recovery, job and creative performances. However, the signs of effects of challenge and hindrance stressors on work engagement are not consistent with our expectations. Therefore, there are unexpected findings about the mediating role of work engagement. Management implications as well as future research implications are also given in light of the study findings. Keywords: Challenge and Hindrance Stressors, Hotel Employees, Nigeria, Overall Job Performance, Quitting Intentions, Work Engagement.