The effect of the cyberloafing behaviors of tourism business employees on business motivations and organizational identification

• Kaptangil, Kerem ^[1] ; Asan, Kübra ^[1] ; Gargaci Kinay, Aysun ^[1]
  1. [1] Sinop University

     Sinop University

     Turquía

     
• Localización: Tourism & Management Studies, ISSN-e 2182-8466, ISSN 2182-8458, Vol. 17, Nº. 1, 2021, págs. 31-43
• Idioma: inglés
• DOI: 10.18089/tms.2021.170103
• Títulos paralelos:
  • O efeito dos comportamentos de cyberloafing dos empregados de empresas turísticas nas motivaçoes e na identificaçao organizacional
• Enlaces
  • Texto completo (pdf)
• Resumen
  • English

    With the development of communication technologies, “Cyberloafing”, which means the use of tools such as telephone, tablet, internet for business purposes or individual purposes, has become a subject of debate. From this point of view, the cyberloafing behavior of the employees in tourism enterprises was examined. In the study, it was aimed to investigate the effects of cyberloafing behavior of employees on business motivations and organizational identification in tourism businesses. For this purpose, field research was conducted on 8 hotel management employees in Sinop and Samsun provinces. The data collected through the questionnaire were analyzed by factor analysis and partial least squares structural modeling (PLS). Findings indicate that cyberloafing is partially and relatively low impact on job motivation and organizational identification. The results of the study contribute to the organizational behavior literature in the context of cyberloafing, and offer suggestions for hotel managers.

  • português

    Com o desenvolvimento das tecnologias de comunicação, o cyberloafing, que significa o uso de ferramentas como telefone, tablet ou internet para fins comerciais ou individuais, tornou-se objeto de debate. Desse ponto de vista, foi examinado o comportamento de cyberloafing de funcionários em empresas turísticas. O objetivo foi investigar os efeitos do cyberloafing nas motivações empresariais e na identificação organizacional. Para esse efeito, foi realizada investigação de campo com funcionários de gestão hoteleira nas cidades de Sinop e Samsun, na Turquia. Os dados recolhidos por meio de questionários foram analisados através de análise fatorial e Partial Least Squares Structural Modeling (PLS). Os resultados indicam que o cyberloafing tem impacto parcial e relativamente baixo na motivação do trabalho e na identificação organizacional. Os resultados do estudo contribuem para a literatura sobre comportamento organizacional no contexto do cyberloafing e oferecem sugestões para os gerentes de hotéis

• Referencias bibliográficas
  • Acker, G. M. (2004). The Effect of Organizational Conditions (Role Conflict, Role Ambiguitiy, Opportunities for Professional Development,...
  • Acker, G. M. (2004). The Effect of Organizational Conditions (Role Conflict, Role Ambiguitiy, Opportunities for Professional Development,...
  • Akgunduz, Y. (2015). The influence of self-esteem and role stress on job performance in hotel businesses. International Journal of Contemporary...
  • Al-Ababneh, M.M., Masadeh, M.A., Al-Shakhsheer, F.J., & Habiballahi, M.A. (2018) The impact of internal service quality on job satisfaction...
  • Altintas, V. & Turanligil, F. (2018). Hotel Employees’ Perceptions of Stress Factors. International Journal of Applied Engineering Research,...
  • Amilin, A. (2017). The impact of role conflict and role ambiguity on accountants’ performance: The moderating effect of emotional quotient....
  • Anderson, J. C. & Gerbing, D. W. (1988). Structural Equation Modelling in Practice: A Review and Recommended Two-Step Approach. Psychological...
  • Arshad, M. Z., Shahidan, A. N., Ibrahim Siam, I. M., & Alshuaibi, A. S. (2020). Effect of Role Conflict and Work Overload on Job Stress:...
  • Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic,...
  • Barsky, A., Thoresen, C. J., Warren, C. R., & Kaplan, S. A. (2004). Modelling negative affectivity and job stress: A contingency-based...
  • Bayfield, A.H. & Crockett, W.H. (1955). Employee Attitude and Employee Performance. Psychological Bulletin, 5, 396-424.
  • Bedeian, A. G. & Armenakis, A. A. (1981). A Path-Analytic Study of the Consequences of Role Conflict and Ambiguity. Academy of Management...
  • Befort, N., & Hattrup, K. (2003). Valuing task and contextual performance: Experience, job roles, and ratings of the importance of job...
  • Bemana, S., Moradi, H., Ghasemi, M., Taghavi, S. M., Ghayoor, H. (2013). The relationship among job stress and job satisfaction in municipality...
  • Bettencourt, L.A. & Brown, S.W. (2003). Role sterossor and cutomer oriented boundary spanning behaviors in service organizations. Journal...
  • Bible, B. L., & McComas, J. D. (1963). Role consensus and teacher effectiveness. Social Forces, 42(2), 225-233.
  • Blalack, R. O. & Davis, H. J. (1975). Role Ambiguity, Job Related Tension and Job Satisfaction. Journal of Management, 1(1), 31-37.
  • Borman, W. C. (2004). The concept of organizational citizenship. Current directions in psychological science, 13(6), 238-241.
  • Borman, W. C., & Motowidlo, S. J. (1997). Task performance and contextual performance: The meaning for personnel selection research. Human...
  • Borman, W. C., & Motowidlo, S. M. (1993). Expanding the criterion domain to include elements of contextual performance. Personnel Selection...
  • Borralha, S., Jesus, S. N., Pinto, P. & Viseu, J. (2016). Job Satisfact?on in Hotel Employees: A Systematic Review of the Literature....
  • Boshoff, C., & Arnolds, C. (1995). Some antecedents of employee commitment and their influence on job performance: A multi foci study....
  • Bowling, N.A. & Hammond, G.D. (2008). A meta-analytic examination of the construct validity of the Michigan Organizational Assessment...
  • Brief, A. P. & Aldag, R. J. (1976). Correlates of Role Indices. Journal of Applied Psychology, 61(4), 468-472.
  • CahayaSanthi, N. P. M., & Piartrini, P. S. (2020) The Effect of Role ambiguity on Work Related Stress and Employees’ Work Satisfaction....
  • Campbell, J. P., McHenry, J. J., & Wise, L. L. (1990). Modeling job performance in a population of jobs. Personnel psychology, 43(2),...
  • Campbell, J.P. (1990) Modeling the Performance Prediction Problem in Industrial and Organizational Psychology, (Ed. Marvin D. Dunnette; Leaetta...
  • Chiang, F. F. T., Birtch, T. A. & Kwan, H. K. (2010). The moderating roles of job control and work-life balance practices on employee...
  • Cho, J-E., Choi, H.S.Ch., & Lee, W.J. (2014). An empirical investigation of the relationship between role stressors, emotional exhaustion...
  • Cho, S., Johanson, M. M., and Guchait, P. (2009). Employees intent to leave: a comparison of determinants of intent to leave versus intent...
  • Choi, H.M., Mohammad, A.A.A. & Kima, W.G. (2019). Understanding hotel frontline employees’ emotional intelligence, emotional labor, job...
  • Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry. International...
  • Chuang, N. K. & Lei, S. A. (2011). Job stress among casino hotel chefs in a top-tier tourism city. Journal of Hospitality Marketing &...
  • Clemes, M.D., Wu, H.C.J., Hu, B.D., & Gan, C. (2009). An empirical study of behavioral intentions in the Taiwan hotel industry. Innovative...
  • Cleveland, J. N., O’Neill, J. W., Himelright, J. L., Harrison, M. M., Crouter, A. C., & Drago, R. (2007). Work and Family Issues in the...
  • Conway, J. M. (1999). Distinguishing contextual performance from task performance for managerial jobs. Journal of applied Psychology, 84(1),...
  • Dubinsky, A. J. & Mattson, B. E. (1979). Consequences of Role Conflict and Ambiguity Experienced by Retail Salespeople. Journal of Retailing,...
  • Faucett, M. J., Corwyn, R. F. & Poling T. H. (2013). Clergy Role Stress: Interactive Effects of Role Ambiguity and Role Conflict on Intrinsic...
  • Faulkner, B. & Patiar, A. (1997). Workplace induced stress among operational staff in the hotel industry, International Journal of Hospitality...
  • Fisher, C. D. & Gitelson, R. (1983). A-Meta Analysis of the Correlates of Role Conflict and Ambiguity. Journal of Applied Psychology,...
  • Fisher, C. D. (2003). Why do lay people believe that satisfaction and performance are correlated? Possible sources of a commonsense theory....
  • Fisher, R. T. (2001). Role stress, the type A behavior pattern, and external auditor job satisfaction and performance. Behavioral research...
  • Fornell, C. & Larkner, D. F. (1981). Evaluating Structural Equation Models With Unobservable Variables and Measurement Error. Journal...
  • Fried, Y., Ben-David, H. A., Tiegs, R. B., Avital, N. & Yeverechyahu, U. (1998). The Interactive Effect of Role Conflict and Role Ambiguity...
  • Fried, Y., Shirom, A., Gilboa, S., & Cooper, C. L. (2008). The mediating effects of job satisfaction and propensity to leave on role stress-job...
  • George, S. & Weimerskirch, A. (1994). Total quality management: Strategies and techniques proven at today’s most successful companies,...
  • George, S., & Weimerskirch, A. (1994). Total quality management: strategies and techniques proven at today's most successful companies....
  • Gilboa, S., Shirom, A., Fried, Y., Cooper, C., 2008. A meta-analysis of work demand stressors and job performance: examining main and moderating...
  • Gill, A. S., Flaschner, A. B., & Shachar, M. (2006). Mitigating stress and burnout by implementing transformational leadership. International...
  • Goolsby, J. R. (1992). A Theory of Role Stress in Boundary Spanning Positions of Marketing Organizations. Journal of the Academy of Marketing...
  • Gordon, J. R. (1999). Organsiational Behaviour: A Diagnostic Approach. New Jersey: Prentice Hall Inc.
  • Greene, C. N., & Organ, D. W. (1973). An evaluation of causal models linking the received role with job satisfaction. Administrative Science...
  • Griffin, R. W. & Moorhead, G. (1989). Organizational Behavior. Houghton Mifflin Company, Boston.
  • Grobelna, A. (2015). Role Ambiguity: A Problem or a Challenge Facing Contemporary Hospitality Industry. The Critical Role of Employees’ Creat?vity....
  • Grobelna, A., Sidorkiewicz, M., & Tokarz-Kocik, A. (2016). Job satisfaction among hotel employees: analyzing selected antecedents and...
  • Gullahorn, J. T. (1956). Measuring role conflict. American Journal of Sociology, 61(4), 299-303.
  • Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied psychology, 60(2), 159.
  • Hair, J., Black, W., Babin, B. & Anderson, R. (2010). Multivariate data analysis (7th ed.). Upper Saddle River, Prentice-Hall, NJ, USA.
  • Hight, S. K., & Park, J. Y. (2019). Role stress and alcohol use on restaurant server’s job satisfaction: Which comes first?. International...
  • House, R. & Rizzo, J. (1972). Role Conflict and Ambiguity as Critical Variables in a Model of Organizational Behavior. Organizational...
  • House, R. J., Schuler, R. S. & Levanoni, E. (1983). Role Conflict and Ambiguity Scales: Reality or Artifacts?. Journal of Applied Psychology,...
  • Houtman, A., K. Jettinghoff, & Cedillo, L. (2007). Raising awareness of stress at work in developing countries : A modern hazard in a...
  • Hsieh, A. T., & Yen, C. H. (2005). The effect of customer participation on service providers' job stress. The Service Industries Journal,...
  • Hu, H. H. S., Cheng, C. W. (2010). Job stress, coping strategies, and burnout among hotel industry supervisors in Taiwan. The International...
  • Hu, M-L., Horng, J-S., & Sun, Y-H. (2009). Hospitality teams: Knowledge sharing and service innovation performance. Tourism Management,...
  • Hülsheger, U. R., Alberts, H. J., Feinholdt, A., & Lang, J. W. (2013). Benefits of mindfulness at work: the role of mindfulness in emotion...
  • Hwang, J., Lee, J. J., Park, S., Chang, H., & Kim, S. S. (2014). The Impact of Occupational Stress on Employee’s Turnover Intention in...
  • Indarti, S., Fernandes, A. A. R., & Hakim, W. (2017). The effect of OCB in relationship between personality, organizational commitment...
  • Jackson, S. E. and Schuler, R. S. (1985). A Meta-Analysis and Conceptual Critique of Research on Role Ambiguity and Role Conflict in Work...
  • Jankingthong, K. & Rurkkhum, S. (2012), Factors Affecting Job Performance: A Review of Literature. Silpakorn University Journal of Social...
  • Jogaratnam, G., & Buchanan, P. (2004). Balancing the demands of school and work: stress and employed hospitality students. International...
  • Johnson, T. W. & Stinson, J. E. (1975). Role Ambiguity, Role Conflict and Satisfaction: Moderating Effects of Individual Differences....
  • Jones, E., Chonko, L., Rangarajan, D., and Roberts, J. (2007). The role of overload on job attitudes, turnover intentions, and salesperson...
  • Judge, T.A., Thoresen, C. J., Bono, J.E., & Patton, G.K. (2001). The job satisfaction-job performance relationship: A qualitative and...
  • June, S., & Mahmood, R. (2020). Role ambiguity and job performance of employees in the service sector SMEs in Malaysia. Malaysian Management...
  • Jung, H. S., & Yoon, H. H. (2015). The impact of employees’ positive psychological capital on job satisfaction and organizational citizenship...
  • Kahn, R. L., Wolfe, D. M., Quinn, R. P., Snoek, J. D., & Rosenthal, R. A. (1964). Organizational stress: Studies in role conflict and...
  • Karatepe, O,M. (2010), Role Stress, Emotional Exhaustion, and Job Satisfaction in the Hotel Industry: The Moderating Role of Supervisory Support....
  • Karatepe, O. M. & Ehsani, E. (2012). Work-related depression in frontline service jobs in the hospitality industry: Evidence from Iran....
  • Karatepe, O. M. & Karatepe, T. (2010). Role stress, emotional exhaustion, and turnover intentions: Does organizational tenure in hotels...
  • Karatepe, O.M. & K?l?ç, H. (2009). The effects of two directions of conflict and facilitation on frontline employees' job outcomes....
  • Karatepe, O.M. & Sokmen, A. (2006). The effects of work role and family role variables on psychological and behavioral outcomes of frontline...
  • Karatepe, O.M., & Uludag, O. (2008). Role stress, burnout and their effects on frontline hotel employees’ job performance: Evidence from...
  • Karatepe, O.M., Uluda?, O., Menevis, I., Hadzimehmedagic, L. & Baddar, L. (2006). The effects of selected individual characteristicson...
  • Karatepe, O.M., Uluda?, O., Menevis, ?., Hadzimehmedagic, L. & Baddarc, L. (2006). The effects of selected individual characteristics...
  • Katz D. & Kahn R. L. (1978). The Social Psychology of Organizations. John Wiley&Sons, New York.
  • Kaya, I. (2010), Otel ??letmelerinde ?? görenlerin ?? Tatminini Etkileyen ??i B?rakma E?ilimi, Çukurova Üniversitesi, Sosyal Bilimler Enstitüsü...
  • Keller, R. T. (1975). “Role Conflict and Ambiguity: Correlates with Job Satisfaction and Values”. Personnel Psychology, 28, 57-64.
  • Khuong, M. N., & Yen, V. H. (2016). Investigate the effects of job stress on employee job performance--a case study at Dong Xuyen industrial...
  • Kim, B.C.P., Murrmann, S.K. & Lee, G. (2009). Moderating effects of gender and organizational level between rolestress and job satisfaction...
  • Kim, G., Ro, H., Hutchinson, J., & Kwun, D. J. (2014). The Effect of Jay-customer Behaviors on Employee Job Stress and Job Satisfaction....
  • Kim, W.G., Leong, J.K., Lee, Y.K. (2005). Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving...
  • King, L. A., & King, D. W. (1990). Role conflict and role ambiguity: A critical assessment of construct validity. Psychological Bulletin,...
  • Kong, H., Jiang, X., Chan, W., & Zhou, X. (2018). Job satisfaction research in the field of hospitality and tourism. International journal...
  • Kumar, P., Dass, M., & Topaloglu, O. (2014). Understanding the drivers of job satisfaction of frontline service employees: Learning from...
  • Ku?luvan, S., Ku?luvan, Z., Ilhan, ?. & Buyruk, L. (2010). The Human Dimension: A Review of Human Resources Management Issues in the Tourism...
  • Law, J., Pearce, P. L., Woods, B. A. (1995). Stress and coping in tourist attraction employees. Tourism Management, 16(4), 277-284.
  • Lee, J. J., & Hwang, J. (2016). An emotional labor perspective on the relationship between customer orientation and job satisfaction....
  • Li, X., Sanders, K., &Frenkel, S. (2012). How leader-member exchange, work engagement and HRM consistency explain Chinese luxury hotel...
  • Lin, M., & Ling, Q. (2018). Is role stress always harmful? Differentiating role overload and role ambiguity in the challenge-hindrance...
  • Machado, L. A. N., Junior, D. F. L. C., Mondo, T. S., Martins, E. S. & Abreu, J. C. (2019). Strategic human resources management and hotel...
  • MacKinlay, K. (2003). Listening to People with Dementia: A Pastoral Care Perspective. Journal of Religious Gerontology, 13(3-4), 91-106.
  • Madera, J. M., Dawson, M., & Guchait, P. (2016). Psychological diversity climate: justice, racioethnic minority status and job satisfaction....
  • Mei, AW. O., Dean, A.M., & White, C.J. (1999). Analyzing service quality in the hospitality industry. Managing Service Quality, 9(2),...
  • Merton, R. K. (1957). The Role Set: Problems in Sociological Theory. The British Journal of Sociology, 8(2), 106-120.
  • Miles, R. H. and Perreault, W. D. (1976). Organizational Role Conflict. Organizational Behavior and Human Performance, 17, 19-44.
  • Nicholson, P. J. & Goh, S. C. (1983). The Relationship of Organization Structure and Interpersonal Attitudes to Role Conflict and Ambiguity...
  • O’Neill, J.W. & Davis, K. (2011). Work stress and well-being in the hotel industry. International Journal of Hospitality Management, 30(2),...
  • Park, J. K., Ahn, J., Han, S. L., Back, K. J., & An, M. (2020). Exploring Internal Benefits of Medical Tourism Facilitators’ Satisfaction:...
  • Pizam, A., & Thornburg, S. W. (2000). Absenteeism and voluntary turnover in Central Florida hotels: a pilot study. International Journal...
  • Pool, S. (1997). The Relationship of job satisfaction with substitutes of leadership, leadership behavior, and work motivation. The Journal...
  • Ramos-Villagrasa, P. J., Barrada, J. R., Fernández-del-Río, E., & Koopmans, L. (2019). Assessing job performance using brief self-report...
  • Reetz, L. J. (1988). Conflict and Stress among Rural Special Educators. Rural Special Education Quarterly, 8(3), 22-26.
  • Riketta, M. (2008).The causal relation between job attitudes and performance: A meta-analysis of panel studies. Journal of Applied Psychology,...
  • Rizzo, J. R., House, R. J. & Lirtzman, S. I. (1970). Role Conflict and Ambiguity in Complex Organizations. Administrative Science Quarterly,...
  • Robbins, S.P. & Judge, T.A. (2017). Organizational Behavior (17th Edition). Prentice Hall
  • Rod, M., Carruthers, J., & Ashill, N. (2006). Antecedents and outcomes of service recovery performance: insights from an organisation...
  • Rogers, D. L., & Molnar, J. (1976). Organizational antecedents of role conflict and ambiguity in top-level administrators. Administrative...
  • Ross, G. F. (1995). Work stress and personality measures among hospitality industry employees. International Journal of Contemporary Hospitality...
  • Ross, G.F. (1997). Career Stress Responses among Hospitality Employees. Annals of Tourism Research, 24(1), 41-51.
  • Ross, L.E. & Boles, J.S. (1994). Exploring the influence of workplace relationships on work-related attitudes and behaviors in the hospitality...
  • Rotundo, M., & Sackett, P. R. (2002). The relative importance of task, citizenship, and counterproductive performance to global ratings...
  • Rust, R.T., Stewart, G.L., Miller, H., & Pielack, D. (1996). The satisfaction and retention of frontline employees: a customer satisfaction...
  • Saha, K., Reddy, M. D., Mattingly, S., Moskal, E., Sirigiri, A., & De Choudhury, M. (2019). Libra: On linkedin based role ambiguity and...
  • Sari, N. P. R., Bendesa, I. K. G., & Antara, M. (2019). The influence of quality of work life on employees’ performance with job satisfaction...
  • Schuler, R. S. (1975). Role perceptions, satisfaction, and performance: A partial reconciliation. Journal of Applied Psychology, 60(6), 683–687.
  • Schuler, R. S., Aldag, R. J., & Brief, A. P. (1977). Role conflict and ambiguity: A scale analysis. Organizational Behavior and Human...
  • Shamim, S., Cang, S., & Yu, H. (2017). Supervisory orientation, employee goal orientation, and knowledge management among front line hotel...
  • Sheridan, J.E. & Slocum, J.W. Jr (1975). The direction of the causal relationship between job satisfaction and work performance. Organizational...
  • Sieber, S. D. (1974). Toward A Theory of Role Accumulation. American Sociological Review, 39, 567-578.
  • Siengthai, S., & Pila-Ngarm, P. (2016, August). The interaction effect of job redesign and job satisfaction on employee performance. Evidence-based...
  • Sönmez, S., Apostolopoulos, Y., Lemke, M. K., & Hsieh, Y. J. (2020). Understanding the effects of COVID-19 on the health and safety of...
  • Spector, P.E. (1997). Job Satisfaction: Application, Assessment, Causes, and Consequences. Thousand Oaks, CA: Sage
  • Tabachnick, B. G., Fidell, L. S., & Ullman, J. B. (2007). Using multivariate statistics (Vol. 5, pp. 481-498). Boston, MA: Pearson.
  • Tameirão, D.C.M., & Nunes, S. C. (2019). The feminisation of medical careers in Brazil and work-family conflict, Tourism & Management...
  • Tiyce, M., Hing, N., Cairncross, G., & Breen, H. (2013). Employee Stress and Stressors in Gambling and Hospitality Workplaces". Journal...
  • Tubre, C. & Collins, J.M. (2000). Jackson and Schuler (1985) Revisited: A Meta-Analysis of the Relationships between Role Ambiguity, Role...
  • Üngüren, E. (2019). Determining the discrimination level of personality traits of frontline employees on job performances, Journal of Mehmet...
  • Viswesvaran, C., & Ones, D. S. (2000). Perspectives on models of job performance. International Journal of Selection and Assessment, 8(4),...
  • Walker Jr, O. C., Churchill Jr, G. A. & Ford, N. M. (1975). Organizational Determinants of the Industrial Salesman's Role Conflict...
  • Walsh, G. (2011). Unfriendly customers as a social stressor: An indirect antecedent of service employees’ quitting intention. European Management...
  • Wang, S., Zhang, X., & Martocchio, J. (2011). Thinking outside of the box when the box is missing: Role ambiguity and its linkage to creativity....
  • Warriner, S., Hunter, L., & Dymond, M. (2016). Mindfulness in maternity: Evaluation of a course for midwives. British Journal of Midwifery,...
  • Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: a theoretical discussion of the structure, causes and consequences of...
  • Wu, C. H.-J., & Liang, R.-D. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants....
  • Wu, G., Hu, Z., & Zheng, J. (2019). Role stress, job burnout, and job performance in construction project managers: the moderating role...
  • Wu, H.C. & Ko, Y.J (2013) Assessment of service quality in the hotel industry, Journal of Quality Assurance in Hospitality & Tourism,...
  • Wu, H.C., & Ko, Y.J. (2013). Assessment of service quality in the hotel industry. Journal of Quality Assurance in Hospitality & Tourism,...
  • Yang, J. T. (2010). Antecedents and consequences of job satisfaction in the hotel industry. International Journal of Hospitality Management,...
  • Yang, Y., Zhang, H., & Chen, X. (2020). Coronavirus pandemic and tourism: Dynamic stochastic general equilibrium modeling of infectious...
  • Yee, R. W., Yeung, A. C., & Cheng, T. E. (2008). The impact of employee satisfaction on quality and profitability in high-contact service...
  • Y?lmaz, Y., Üngüren, E., & Kaçmaz, Y. Y. (2019). Determination of Managers’ Attitudes Towards Eco-Labeling Applied in the Context of Sustainable...
  • Yoon, M. H. & Suh, J. (2003). Organizational Citizenship Behaviors and Service Quality as External Effectiveness of Contact Employees....
  • Young, C. A., & Corsun, D. L. (2009). What a nuisance: Controlling for negative affectivity versus personality in hospitality stress research....
  • Yun, S., Takeuchi, R., & Liu, W. (2007). Employee self-enhancement motives and job performance behaviors: investigating the moderating...
  • Zhou, Q., Martinez, L. F., Ferreira, A. I., & Rodrigues, P. (2016). Supervisor support, role ambiguity and productivity associated with...
  • Zohar, D. (1994). Analysis of job stress profile in the hotel industry. International Journal of Hospitality Management, 13(3), 219–231. doi:10.1016/0278-4319(94)90022-1