TY - JOUR
T1 - “Workin for a Livin”
T2 - Mediating the role of perceived support, work engagement, and organizational citizenship behavior in the hospitality sector
AU - McManus, Hannah
AU - Dundon, Tony
AU - Lavelle, Jonathan
N1 - Publisher Copyright:
© 2025
PY - 2025/4
Y1 - 2025/4
N2 - Previous research on employee engagement outcomes have generated mixed results. Importantly, little research has considered the HR implications of employee support systems in the hospitality industry, seen as a precarious sector, yet one where employees are expected to be highly engaged. This study examines the mediating role of work engagement (WE) in the relationship between perceived workplace support and organizational citizenship behaviors (OCB) at three levels in the hospitality sector in Ireland: the organization (OCB-O), inter-coworkers (OCB-I), and customer levels (OCB-C). Data are collected from 304 employees. Results subject to structural equation modelling. Findings support a mediating role of WE between perceived organisational support and all levels of OCB. The key contribution is that support from co-workers does not cause discretionary behaviour toward the organisation or customers, but only toward colleagues. This is explained by increased WE. These findings have implications for HR managers, and for theory on WE and expected OCB outcomes.
AB - Previous research on employee engagement outcomes have generated mixed results. Importantly, little research has considered the HR implications of employee support systems in the hospitality industry, seen as a precarious sector, yet one where employees are expected to be highly engaged. This study examines the mediating role of work engagement (WE) in the relationship between perceived workplace support and organizational citizenship behaviors (OCB) at three levels in the hospitality sector in Ireland: the organization (OCB-O), inter-coworkers (OCB-I), and customer levels (OCB-C). Data are collected from 304 employees. Results subject to structural equation modelling. Findings support a mediating role of WE between perceived organisational support and all levels of OCB. The key contribution is that support from co-workers does not cause discretionary behaviour toward the organisation or customers, but only toward colleagues. This is explained by increased WE. These findings have implications for HR managers, and for theory on WE and expected OCB outcomes.
KW - Hospitality
KW - Organizational citizenship behavior
KW - Perceived co-worker support
KW - Perceived organizational support
KW - Perceived supervisor support
KW - Work engagement
UR - http://www.scopus.com/inward/record.url?scp=85214436442&partnerID=8YFLogxK
U2 - 10.1016/j.ijhm.2024.103983
DO - 10.1016/j.ijhm.2024.103983
M3 - Article
AN - SCOPUS:85214436442
SN - 0278-4319
VL - 126
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
M1 - 103983
ER -