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.

The purpose of this study was to investigate job resourcefulness as a moderator of the effects of work–family conflict and family–work conflict on job satisfaction. Data were collected from a sample of frontline hotel employees in Abuja, the capital city of Nigeria. Hierarchical multiple regression analysis was employed to test the aforementioned relationships. Results demonstrated that the detrimental impacts of work–family conflict and family–work conflict on job satisfaction were weaker among frontline employees with higher job resourcefulness. Implications of the findings and directions for future research are offered.