The effects of organisational factors on work outcomes in hospitality: the role of resilience

Abstract

The current study aims to analyse the relationships between organisational factors (learning culture, leadership, corporative communication, and work engagement), work outcomes (work satisfaction, turnover intention, employee participation) and employee resilience, intending to test a mediating role of employee resilience in the hotel industry. The current paper represents a quantitative study, using questionnaire as an instrument for data collection. Data were collected from a sample of 204 frontline employees in 30 hotels in Serbia. The results revealed the positive direct effects of organisational factors on employee resilience and work outcomes. Moreover, resilience is significantly affecting work outcomes. The research also showed the mediating effect of resilience in regression between organisational factors and work outcomes. The paper addresses an important research gap in hospitality research, as the mentioned model exploring organisational factors, work outcomes and employee resilience has never been applied in this field before.