Linking polychronicity to hotel frontline employees' job outcomes Do control variables make a difference

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dc.contributor.authorDaskin, Mustafa
dc.date.accessioned2025-03-23T19:32:08Z
dc.date.available2025-03-23T19:32:08Z
dc.date.issued2016
dc.departmentSinop Üniversitesi
dc.description.abstractPurpose - The purpose of this paper is to investigate the impact of polychronicity on frontline employees' (FLEs) service recovery performance, perceived role overload, and work stress in a hotel work setting. Design/methodology/approach - In this survey, a total number of 267 usable questionnaires were personally retrieved from a sample of full-time FLEs in the research location. The hypothesized relationships were tested using hierarchical regression analysis. Findings - Results based on hierarchical regression analysis reveal that polychronicity had positive impact on service recovery performance and negative impact on role overload and work stress. Significantly, while education was found to be positively related to service recovery performance, on the other hand, age, education, and job tenure were found to be negatively related to role overload and work stress. Practical implications - This paper provides implications for managers in terms of minimizing FLEs role overload and work stress and maximizing their service recovery performance. Also, this study provides useful guidelines to implement effective management practices and improve organizational outcomes within a hotel work setting. Originality/value - Theoretically, the current study by examining the untried effects and relationships such as the effect of polychronicity on FLEs' service recovery performance and work stress lends further contribution to the tourism and hospitality management literature.
dc.identifier.doi10.1108/EMJB-04-2015-0022
dc.identifier.endpage180
dc.identifier.issn1450-2194
dc.identifier.issn1758-888X
dc.identifier.issue2
dc.identifier.scopus2-s2.0-84977497020
dc.identifier.scopusqualityQ1
dc.identifier.startpage162
dc.identifier.urihttps://doi.org/10.1108/EMJB-04-2015-0022
dc.identifier.urihttps://hdl.handle.net/11486/5425
dc.identifier.volume11
dc.identifier.wosWOS:000393374300001
dc.identifier.wosqualityN/A
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.institutionauthorDaskin, Mustafa
dc.language.isoen
dc.publisherEmerald Group Publishing Ltd
dc.relation.ispartofEuromed Journal of Business
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_WOS_20250323
dc.subjectWork stress
dc.subjectRole overload
dc.subjectPolychronicity
dc.subjectService recovery performance
dc.titleLinking polychronicity to hotel frontline employees' job outcomes Do control variables make a difference
dc.typeArticle

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