Kura, Kabiru Maitama (2014) Exploring job dissatisfaction as a mediator between perceived workload and guest-directed deviant workplace behaviour: A work-in process. In: 2nd Tourism and Hospitality International Conference (THIC 2014), 5-6 November 2014, Langkawi, Malaysia.

PDF Restricted to Registered users only Download (408kB)

Abstract

Although a considerable amount of research has contributed to our understanding of the underlying causes employee deviance targeted against organisation and directed against individual internal to the organisation (i.e., co-workers, supervisors, and subordinates), there is a paucity of research examining the antecedents of deviant workplace behaviours that are specifically tailored to the occupation, industry, organization or its stakeholder (s) under investigation.To address this lacuna in the literature, the current paper proposes a conceptual framework for examining the relationship between perceived workload, job dissatisfaction, and customer-directed deviant workplace.Specifically, the paper proposes to examine job dissatisfaction as a fundamental mechanism through which perceived workload explains the likelihood for hotel employees to exhibit deviant behaviours directed against guest.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN:978-983-2078-83-8 Organized by: School of Tourism, Hospitality and Environmental Management, Universiti Utara Malaysia
Uncontrolled Keywords:	hotel employees‟ deviant; service sabotage; hospitality industry; job satisfaction ; job dissatisfaction perceived workload
Subjects:	G Geography. Anthropology. Recreation > G Geography (General)
Divisions:	College of Law, Government and International Studies
Depositing User:	Mrs. Norazmilah Yaakub
Date Deposited:	08 Mar 2015 06:41
Last Modified:	08 Mar 2015 06:41
URI:	https://repo.uum.edu.my/id/eprint/13332

Actions (login required)

View Item