ETHICAL CLIMATE AND FRONTLINE EMPLOYEES’ JOB OUTCOMES: AN EMPIRICAL RESEARCH FROM SERVICE INDUSTRY
AHLAKİ İŞ ÇEHRESİ VE ÖNHAT ÇALIŞANLARININ İŞ SONUÇLARINA YANSIMASI: SERVİS ENDÜSTRİSİNDEN EMPİRİKAL BİR ÇALIŞMA

Author : Mustafa DAŞKIN
Number of pages : 185-202

Abstract

This empirical study aims to investigate the influence of ethical climate on frontline employees’ (FLEs) service recovery performance, intrinsic motivation, and turnover intention in a hotel work setting in Malaysia. A total number of 221 questionnaires were gathered from a sample of full-time frontline hotel employees. The hypothesized relationships were tested using PLS-SEM Path analysis. Path analysis reveals that ethical climate exerted significant impact on service recovery performance, intrinsic motivation and turnover intention. Theoretically, the current study by examining the untried effects and relationships lends further contribution to the hospitality management literature.

Keywords

: Ethical climate, service recovery performance, intrinsic motivation, turnover intention, Frontline

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