Effects of individual and job characteristics on hotel contact employees’ work engagement and their performance outcomes: A case study from Poland

Abstract

Purpose

This study aims to examine the effects of individual and job-related characteristics on employees’ work engagement and its influence on their performance outcomes. This study develops and tests the research model where the impact of positive affectivity, polychronicity and task significance on employees’ work engagement is investigated, and its consequences for employees’ job performance are analyzed.

Design/methodology/approach

The relationships between study constructs were tested using the structural equation modeling. Data were collected from 222 hotel contact employees from the Pomeranian Voivodeship, a tourist destination of northern Poland.

Findings

The study findings confirmed that positive affectivity and polychronicity, as personality characteristics and task significance as a job characteristic exert a significant and positive impact on hotel employees’ work engagement, which in turn enhances the level of their job performance. Additionally, polychronicity was significantly related to hotel employees’ job performance. Of all the analyzed predictors, task significance appeared to be the strongest driver of hotel employees’ work engagement. A direct relationship between polychronicity and hotel employees’ job performance was also confirmed by this study.

Practical implications

Hotel organizations are recommended to modify the standards of their recruitment and selection process and incorporate additional techniques to be more successful in hiring employees with an adequate personality profile (high in positive affectivity and polychronic tendency). The recruited suitable candidates should be guided effectively with appropriate human resource management practices, especially those that increase hotel employees’ experience of work meaningfulness. Therefore, they should be constantly assured, through a variety of management actions, about the influence and importance of their roles and the contribution to the service and organizational success.

Originality/value

This study contributes to a better understanding of the relationships between personality and job characteristics among frontline hotel employees, extending the study results to the context of East-Central Europe, where, to the best of the author’s knowledge, studies on simultaneous effects of individual and job-related factors on hotel employees’ work engagement and its behavioral consequences are still limited.

Citation

Grobelna, A. (2019), "Effects of individual and job characteristics on hotel contact employees’ work engagement and their performance outcomes: A case study from Poland", International Journal of Contemporary Hospitality Management, Vol. 31 No. 1, pp. 349-369. https://doi.org/10.1108/IJCHM-08-2017-0501