The effect of role ambiguity and role conflict on job performance in the hotel industry: The mediating effect of job satisfaction

• Üngüren, Engin ^[1] ; Arslan, Serdar ^[1]
  1. [1] University of Alanya Aladdin Keykubat, Faculty of Economics and Administrative Sciences, Turkey
• Localización: Tourism & Management Studies, ISSN-e 2182-8466, ISSN 2182-8458, Vol. 17, Nº. 1, 2021, págs. 45-58
• Idioma: inglés
• DOI: 10.18089/tms.2021.170104
• Títulos paralelos:
  • O efeito da relação entre ambiguidade e conflito de funções na indústria hoteleira: o efeito mediador da satisfação do trabalho
• Enlaces
  • Texto completo (pdf)
• Resumen
  • English

    Accommodation businesses are stressful workplaces due to their dynamic and demanding work environment. Role ambiguity and role conflict are major stress factors for hotel employees, causing low levels of satisfaction and performance and high levels of turnover. The main purpose of this study was to explore the mediating effect of job satisfaction on the relationship between role conflict, role ambiguity, and job performance. The data was collected through fully structured questionnaires from employees working in 3, 4 and 5 star hotels in Alanya, one of the leading tourism destinations in Turkey. The data was analyzed via structural equation modeling. The results revealed that both role conflict and role ambiguity have direct negative influences on job performance and job satisfaction for hotel employees. Moreover, it was also proved that job satisfaction mediates the effect of role conflict and role ambiguity on job performance. In line with the findings, theoretical and managerial implications, contributions, limitations, and future research directions were discussed. It was implied that role stress factors must be addressed seriously by hotel managers in order to increase job performance

  • português

    As empresas de alojamento são locais de trabalho stressantes devido ao seu ambiente de trabalho dinâmico e exigente. Ambiguidade de funções e conflito de funções são fatores de stresse importantes para as empresas hoteleiras, causando baixos níveis de satisfação, desempenho e altos níveis de rotatividade. O principal objectivo deste estudo foi explorar o efeito mediador da satisfação profissional na relação entre conflito de funções, ambiguidade de funções e desempenho. Os dados foram recolhidos por questionários estruturados aos funcionários que trabalham em hotéis de 4 e 5 estrelas em Alanya, um dos principais destinos turísticos na Turquia. Os dados foram analisados através de modelagem de equações estruturais. Os resultados revelaram que a satisfação do trabalho mediou totalmente a relação entre a ambiguidade da função e o conflito da função e o desempenho do trabalho. De acordo com os resultados, as implicações práticas dos resultados, contribuições, limitações e futuras linhas de investigação foram discutidas

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