The effects of selected individual characteristics on frontline employee performance and job satisfaction

Abstract

This study examines the effects of selected individual characteristics on frontline employee performance and job satisfaction. Specifically, the study examines: (i) the effects of trait competitiveness, self-efficacy, and effort on performance; (ii) the effects of self-efficacy and effort on job satisfaction; and (iii) the effects of performance and job satisfaction on intention to leave. The study uses a sample of frontline employees in Northern Cyprus hotels. The hypothesized relationships are tested using LISREL 8.30 through path analysis. Path analysis indicates that competitiveness, self efficacy, and effort are significant predictors of frontline employee performance. However, the direct effect of competitiveness on performance has been found to be stronger than that of effort. Path analysis also demonstrates that the direct effect of self-efficacy on job satisfaction is stronger than that of effort. Job satisfaction has been found to be negatively associated with intention to leave, while performance has not. In addition, various demographic variables such as gender, age, education, and organizational tenure have been examined as antecedents of effort, performance, job satisfaction, and intention to leave. The inclusion of demographic variables in the equations has not changed the path-analytic results for the hypothesized relationships. The implications of the findings and avenues for future research are delineated in the study. (c) 2005 Elsevier Ltd. All rights reserved.