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Hotel Employees’ Individual Characteristics and their Service Outcomes: The Critical Role of Polychronicity

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  • Aleksandra Grobelna

Abstract

Purpose: The aim of the study is to identify the importance of hotel employees’ individual characteristics, namely polychronicity, for their critical attitudes and behaviors towards their service jobs. More specifically, this study develops and tests a research model that investigates the relationships between polychronicity and employees’ personal accomplishments and analyzes its relationships with creativity and job performance. The person–job fit theory offers a rationale for developing the proposed relationships. Design/Methodology/Approach: A survey instrument was used to collect data from selected hotels in Northern Poland. Data were analyzed through descriptive statistics, confirmatory factor analysis and structural equation modeling. Findings: The results proved that polychronicity may be a significant predictor of employees’ personal accomplishment that may exert a positive impact on employees’ creativity and their job performance. Practical Implications: This study offers several useful implications including implementation of adequate recruitment procedures, effective training programs and motivation to attract and retain valuable employees, predisposed to their service jobs and likely to deliver high quality service experience. Originality/Value:The research value of this study may also result from the holistic approach undertaken towards the study concept, since the relationships proposed in this study have been combined within one conceptual model and analyzed simultaneously in the context of hotel employees in Poland, extending the study results to a new socio-cultural context of Central-East Europe.

Suggested Citation

  • Aleksandra Grobelna, 2021. "Hotel Employees’ Individual Characteristics and their Service Outcomes: The Critical Role of Polychronicity," European Research Studies Journal, European Research Studies Journal, vol. 0(2 - Part ), pages 28-49.
    • Handle: RePEc:ers:journl:v:xxiv:y:2021:i:2-part1:p:28-49
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    References listed on IDEAS

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    1. Carmen Castro-Casal & Guadalupe Vila-Vázquez & Álvaro Pardo-Gayoso, 2019. "Sustaining Affective Commitment and Extra-Role Service among Hospitality Employees: Interactive Effect of Empowerment and Service Training," Sustainability, MDPI, vol. 11(15), pages 1-16, July.
    2. Wang, Chung-Jen & Tsai, Huei-Ting & Tsai, Ming-Tien, 2014. "Linking transformational leadership and employee creativity in the hospitality industry: The influences of creative role identity, creative self-efficacy, and job complexity," Tourism Management, Elsevier, vol. 40(C), pages 79-89.
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    More about this item

    Keywords

    Hotel employees; polychronicity; personal accomplishment; creativity; job performance.;
    All these keywords.

    JEL classification:

    • J20 - Labor and Demographic Economics - - Demand and Supply of Labor - - - General
    • J24 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Human Capital; Skills; Occupational Choice; Labor Productivity
    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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