Original scientific paper
https://doi.org/10.20867/thm.30.3.11
The impact of perceived top management support on job performance through job burnout: Evidence from the hotel industry
Marina Laškarin Ažić
orcid.org/0000-0002-7051-8804
; PhD, Associate Professor, University of Rijeka, Faculty of Tourism and Hospitality Management, Department of Hotel Management, Catering and Restaurant Management
*
Marta Cerović
; PhD, Assistant Professor University of Rijeka, Faculty of Tourism and Hospitality Management, Department of the Organization of Work in the Hospitality Industry
Ivana Ivančić
; PhD, Assistant Professor University of Rijeka, Faculty of Tourism and Hospitality Management, Department of Management
* Corresponding author.
Abstract
Purpose – This paper aims to examine the importance of job burnout when mediating the
relationship between perceived top management support (TMS) and the dependent variables
of job dedication and guest empathy deficiency.
Methodology/Design/Approach – The study gathered data from hotel employees in Opatija
who directly interact with guests. A total of 108 valid questionnaires were obtained through
an on-site survey. The study employed the partial least squares method within the SmartPLS
4 programme to analyse causal relationships between independent and dependent variables.
Findings – The results show that perceived TMS has a significant impact on employees’
empathy towards guests and their dedication to work only in the case when job burnout
mediates this relationship, emphasizing the importance of further examining the consequences
of burnout in high-intensity interactive service professions.
Originality of the research – This paper offers new insights into the mediating role of burnout
in the workplace. It is the first paper to examine direct and indirect relationships between
perceived TMS and the impact on work engagement in both positive (job dedication) and
negative (guest empathy deficiency) directions
Keywords
top management support (TMS); job dedication; guest empathy deficiency
Hrčak ID:
320750
URI
Publication date:
17.9.2024.
Visits: 61 *