ROLE CLARITY, SUPERVISORY SUPPORT, PEER SUPPORT, AND WORK ENGAGEMENT OF CUSTOMER-CONTACT EMPLOYEES IN HOTELS: A FUTURE RESEARCH AGENDA

Main Article Content

Choo Ling Suan
Aizzat Mohd. Nasurdin

Keywords

Work Engagement, Role clarity, Supervisory support, Peer support, Customer-contact employees, Malaysia

Abstract

In light of competitive pressures, organizations particularly service providers, need to unleash the talents of their employees in order to accomplish peak performance. Recent efforts have highlighted the importance of work engagement which focuses on human strengths and optimal functioning. Despite its potential beneficial outcomes, research on the prevalence and antecedents of work engagement has remained scarce. Therefore, the objective of this paper is to develop a model linking role clarity, supervisory support, and peer support as predictors of work engagement. A review of the literature to support the proposed model among customer-contact employees within the Malaysian hotel industry is provided.

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