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

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.