Outcomes of Job Insecurity among Service Employees

The purpose of this thesis is to develop and test a research model that examines the impact of job insecurity on customer-contact employees’ service recovery performance, service innovation behavior, and absenteeism. This thesis also aims to investigate the mediating role of self-efficacy in the relationship between job insecurity and the aforementioned job outcomes. This study adopted a quantitative approach by gathering data in the five-star hotels in Antalya in Turkey. In order to minimize common method variance, data were collected from employees with a time lag of one month. Employees’ service recovery performance and service innovation behavior were rated by their direct supervisors. The findings revealed that job insecurity negatively affected self-efficacy, service recovery performance, and service innovation behavior. Job insecurity was found to be positively linked to absenteeism as well. The results underscored that selfefficacy mediated the relationship between job insecurity and the aforesaid outcomes. Using the findings in the current work, theoretical and managerial implications were discussed and future research directions were underlined. Keywords: Absenteeism, Customer-Contact Employees, Job Insecurity, Service Innovation Behavior, Service Recovery Performance