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Does Customer Orientation Mediate the Effect of Job Resourcefulness on Hotel Employee Outcomes? Evidence from Iran

Published online by Cambridge University Press:  13 July 2012

Osman M. Karatepe  and
Behnaz Gharehbaghi Douri
Osman M. Karatepe*
Affiliation:
Eastern Mediterranean University, Turkey
Behnaz Gharehbaghi Douri
Affiliation:
Eastern Mediterranean University, Turkey
*
Address for correspondence: Osman M. Karatepe, Professor of Marketing, Faculty of Tourism, Eastern Mediterranean University, Gazimagusa, TRNC Via Mersin 10, Turkey. E-mail: osman.karatepe@emu.edu.tr
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Abstract

This study proposes and tests a conceptual model that investigates whether customer orientation acts as a mediator of the relationship between job resourcefulness and hotel employee outcomes. The results from a survey of 145 frontline hotel employees in Iran suggest that customer orientation has a full mediating role in the relationship between job resourcefulness and role-prescribed customer service. Contrary to the hypothesised relationships, there is no empirical support for customer orientation as a mediator of the impact of job resourcefulness on job satisfaction and turnover intentions. Theoretical and practical implications of the results are discussed.

Keywords

customer orientationhotel employeesIranjob outcomesjob resourcefulness
Type
Articles
Information
Journal of Hospitality and Tourism Management , Volume 19 , July 2012 , e13
Copyright
Copyright © The Authors 2012

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